The operations team owns the execution of daily operations and ensures we deliver the consignments to the customers in a timely fashion. You will manage resources like infrastructure, labours and also plan the daily operations in terms of receiving/ order building/ dispatching that helps run a seamless supply chain system at Navata SCS Roles and Responsibilities:- The main responsibilities of a Head of Customer Success encompass a variety of strategic, managerial, and operational tasks:Mainly responsible for retaining and maintaining strong relationships with key customers, acting as an escalation point for any issues or concerns.Oversee the customer on boarding process, designing SOP for operational activities to ensuring a smooth transition for new customers Conducting periodical review meeting with client and evaluation of service level. Develop and implement strategies to improve customer retention rates and reduce churn.Oversee monthly billing data and POD management across the vertical. Responsible for Account Receivables & streamlining payments as per defined credit termsIdentify opportunities to expand business with existing customers through upselling and cross-selling initiatives.Develop and implement a comprehensive customer success strategy aligned with the company's goals and objectives.Lead, mentor, and manage the customer success team, conduct regular performance reviews and provide constructive feedback to team members.Prepare regular reports on customer success metrics and share insights with the executive team.Analyze customer data to identify trends, challenges, and opportunities for improvement.Establish feedback loops to gather customer insights and use this information to drive service enhancements.Collaborate with operations and sales teams to ensure customer feedback is incorporated into future developments. Required Candidate profile : Excellent verbal and written communication skills to interact effectively with customers and internal stakeholders.Strong presentation skills for customer meetings and internal reporting.Ability to identify issues and provide solutions promptly.Analytical thinking to understand complex customer scenarios and devise strategic approachesAbility to create a vision for customer success and align the team towards achieving it.Strong leadership and motivational abilities to inspire a team and drive performance.A deep understanding of customer needs and the ability to empathize with their challenges.Customer-first mindset to prioritize customer satisfaction.