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Identify high friction customer journey using CTO products, complete their journey mapping, formulate strategic plans to improve the journey satisfaction.

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Partner with cross-functional teams, including communications, product, and technology groups, to drive consistency across different teams in execution of customer success strategies.

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Champion the adoption of advanced AI technologies and tools to improve the efficiency, scalability, and effectiveness of all customer success related processes.

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Establish metrics and key performance indicators (KPIs) to measure the impact of customer engagement, identifying opportunities for continuous improvement.

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Design and refine product engagement plans, ensuring the product’s strategies align with customer needs and foster continuous improvement.

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Oversee the creation, maintenance, and optimization of documentation, workflows, and playbooks on various platforms.

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Provide leadership and guidance to the sub-team, mentoring team members and promoting a collaborative and innovative culture.

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Proven experience in customer engagement, success management, product/ journey mapping or a related field, with a track record of designing and delivering impactful engagement programs.

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Strong leadership and team management skills, with the ability to inspire and mentor team members to achieve shared goals.

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Excellent communication and collaboration abilities, capable of working effectively with cross-functional teams, stakeholders, and senior leadership.

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Strategic thinking and problem-solving capabilities, with experience translating customer feedback into actionable plans and measurable outcomes.

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Strong analytical skills, with the ability to interpret data, track key performance indicators (KPIs), and present actionable insights.

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Expertise in managing documentation and processes using platforms such as Confluence, ServiceNow, and SharePoint, ensuring clarity and accessibility for teams.

-Fluent English, especially oral English.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.