Associate Vice President - Customer Success

Key Responsibilities

Customer Experience & Process Excellence

• Design and implement the customer experience blueprint across all business lines.
• Align service processes and performance metrics to business goals.
• Lead new business launch experience frameworks and manage transitions for outsourced operations.
• Oversee quality initiatives to drive sustainability, efficiency, and repeatability.
• Manage delivery budgeting and resource planning.

Customer Success

• Improve renewal rates, reduce churn, and drive account expansion.
• Enhance customer lifetime value through product adoption and satisfaction.
• Establish robust customer success metrics and review cadences.
• Provide leadership visibility on key customer health and operational metrics.

Customer Onboarding

• Lead migration and transition activities for new business units.
• Ensure complete planning, documentation, and governance across migration phases.
• Build strong stakeholder relationships and manage service improvement initiatives.
• Proactively resolve customer issues and ensure timely escalations.

People Leadership

• Drive team performance, output quality, and delivery excellence.
• Conduct regular 1:1s, provide mentorship, and manage appraisals and compliance.
• Optimize resource deployment across processes and shifts.

Systems & Delivery Management

• Develop business plans and target operating models.
• Collaborate with solutions and platform teams for new capability implementation.
• Review MSAs/SLAs and ensure operational readiness for new engagements.
• Lead risk assessment, quality planning, and governance of complex engagements.
• Manage client relationships, feedback, SLAs, and escalations.

Qualifications

• Bachelors degree with 15+ years experience in the outsourcing industry.
• Proven expertise in offshore operations, contract management, and service delivery.
• Strong background in process improvement, change management, and training.
• Excellent communication and project/program management skills.
• Ability to work effectively across cultures and global environments.