Head - Customer Service

The role of Country Head Customer Success at Tanla platforms involves managing valuable customer relationships in India by building deep strategic partnerships, ensuring business value realization, and driving customer-led growth. Reporting to the Chief Customer Officer, you will work closely with internal and external stakeholders to align solutions with client priorities. Success in this role requires business acumen, relationship management skills, and a customer-centric approach to innovation. Key Responsibilities: Strategic Customer Leadership: - Establish strong relationships with senior client executives, understanding their objectives and positioning Tanla's platform as a business enabler. - Develop actionable account plans in collaboration with Customer Success Managers and internal teams. - Conduct quarterly Executive Business Reviews with C-level customers and Tanla leadership. - Act as the executive sponsor and main point of contact for strategic customers. Team Leadership & Execution: - Lead and mentor a team of Customer Success Managers, ensuring high standards of account planning, value realization, and stakeholder engagement. - Foster a culture of proactive problem-solving and measurable customer impact. Value Delivery & Retention: - Drive business outcomes for customers through platform adoption, expansion, and innovation. - Monitor customer health, identify risks, and pursue growth opportunities. - Develop renewal and expansion strategies in partnership with sales. Internal Advocacy & Influence: - Advocate for customers within the organization, influencing product development based on strategic needs. - Collaborate with cross-functional teams to deliver cohesive customer experiences. - Participate in executive steering committees and customer advisory boards. Qualifications: Experience: - 10+ years in enterprise customer success, account management, or strategic partnerships in B2B SaaS or technology. - Demonstrated success in managing senior client relationships and leading teams serving large accounts. - Proficiency in SaaS business models and engagement strategies. Mindset & Skills: - Strategic thinker with strong relationship-building skills. - Customer-focused with a drive for business outcomes. - Excellent leadership, communication, and organizational abilities. - Comfortable working in a fast-paced environment. Why Join Us - Impactful Work: Safeguard Tanla's assets, data, and reputation. - Growth Opportunities: Be part of a rapidly growing company in the telecom space. - Innovative Environment: Work with a world-class team in a challenging and fun setting. Tanla is an equal opportunity employer that values diversity and strives to create an inclusive workplace for all employees.,