Vice President, Customer Success

Razorpay is a full-stack payments solution company that enables businesses to accept, process, and disburse payments on web and mobile apps. Established in 2014, it is one of the fastest growing Fintech companies in the country. Razorpay simplifies money management and movement for over 8 lac businesses ranging from freelancers to small businesses to large enterprises.

Customer success is at the core of everything Razorpay does. It is mission critical in Razorpay’s overall growth journey. To further this mission, they are looking for an executive to provide leadership in ensuring all our practices and  processes are improved continuously by keeping  our customer at the centre. The person will be responsible to drive Net Promoter Score from Customers by providing thought leadership, prioritising initiatives, aligning different functions, providing analytical and execution support and directly managing fulfilment (operations),  delight (support), quality, and process transformation functions. Some of the key responsibilities in this role will include:

• Oversee strategy, planning, and execution for achieving the organization’s NPS goals
• End-to-end accountability for NPS by working across functions (support, sales, finance, product, tech, etc.)
• Debate the current processes and products and guide the organization to what is ideally acceptable to customers within the scope of the product definition 
• Provide strategic direction and leadership to the customer delight (support), fulfillment (operations), quality, and process transformation functions 
• Understand customer lifecycle, personas, and drivers - ensure proper listening points & standardize interventions for each journey point, identify strategies for continuous quality & process improvement based on various customer segments  
• Use data based decision making to streamline & improve processes across the organization for optimal customer experience across the customer journey
• Be the proponent of customer success across the company: identify opportunities and drive cross-functional programs to improve customer experience - defining roles & responsibilities, outcomes, etc.
• Manage budgeting for the function, ensuring an objective balance between NPS and cost of operations 
• Be in the know of latest industry developments, CX best practices and tools, and recommend strategies for continuous improvement 
• Analyse the business goals, drive forecasting of customer touch point volumes, and work with workforce management to always have optimum capacity to be within the SLAs 

Must Have Skills:

• 14-20 years of experience
• Strong experience in operational excellence, customer success, customer research and analytics techniques, process improvement / quality assurance
• Proven ability to take customer experience to the next level by undertaking cross-functional initiatives and well established collaborative approach 
• Led quality improvement & process transformation teams of 20+ and / or managed service delivery teams of 200+ FTEs
• Highly analytical and data centric
• Strong stakeholder management and communication skills
• Experience of process improvement, design thinking framework like Six Sigma, Lean deployment in projects and delivered outcomes 
• Open to relocate to Bangalore

Good to have:

• Experience in FinTech / Technology organizations
• Experience in outsourcing
• Experience in startup ecosystem or a product/Technology driven organization