Job Title: Customer Experience Lead, Allen Online

Location: Bengaluru, with travel to other locations

Reporting to: Head of Customer Experience

Job Description

About ALLEN Digital

Allen Digital is the outcome of a strategic partnership between Allen Careers Institute and Bodhi Tree Systems, which aims to ensure tech enablement for millions of students. Allen Digital seeks to build an EdTech platform that provides students everything a classroom cannot. Allen has the backing of some of the best names in business, education, and technology. With 36+ years of industry leadership, Allen is poised to revolutionise education through its enhanced technology platform. 

At Allen, we help students prepare for medical and engineering entrance exams such as the National Eligibility cum Entrance Test (NEET), JEE Entrance Examination (JEE Mains & Advanced), and school/board exams, including Olympiads, NTSE, etc.

Role

We are seeking a highly motivated and experienced Customer Success Lead to join our team and play a crucial role in driving customer retention and ensuring their success. The ideal candidate will have 8-10 years of experience in customer success, with strong analytical, process-oriented, and leadership skills. This person will work closely with our Academics and Product teams to identify key initiatives that enhance the customer experience, drive retention, and foster long-term success for our customers.

Key Responsibilities:

• Customer Retention Strategy:
  Develop and implement strategies to drive higher customer retention and satisfaction across the organization. Continuously evaluate and optimize customer success initiatives that impact key metrics, such as engagement, renewals, and churn.

• Cross-Functional Collaboration:
  Work closely with the Academics, Product, and Marketing teams to ensure alignment between customer needs, academic objectives, and product offerings. Advocate for customer requirements and feedback in product development and academic strategy to improve the overall customer experience.

• Customer Health & Success Metrics:
  Define and track key customer success metrics and KPIs (such as retention rate, satisfaction, NPS, and engagement) to evaluate customer health. Leverage data to proactively identify areas for improvement or potential risk in the customer lifecycle.

• Customer Journey Mapping:
  Analyze the customer journey to understand pain points, challenges, and opportunities for improvement. Identify and prioritize opportunities for process improvement that enhance the overall customer experience from onboarding through to renewal.

• Customer Feedback & Continuous Improvement:
  Gather and analyze customer feedback, translating it into actionable insights to improve product features, academic offerings, and customer engagement strategies. Champion customer needs and advocate for change where necessary.

Qualification & Skills

• 8-10 years of experience in a Customer Success or similar functions, preferably in a B2C industry

• Strong background in managing customer retention strategies, with proven success in increasing customer satisfaction and reducing churn.

• Exceptional analytical skills with the ability to derive insights from complex data sets and use data to drive decisions.

• Proven track record in process optimization and the ability to implement scalable processes.

• Experience working cross-functionally with product, academic, and customer teams to drive initiatives.

• Strong understanding of customer success metrics, customer health scoring, and customer journey mapping.

• Ability to communicate complex concepts effectively to both internal stakeholders and customers.