User Success Leader(Contact Centre)
- IntouchCX
- 4 - 9 years
- Hyderabad
- 7 days ago
- Email to a friend
- Report this job
Job Description
User Success Lead
About the Role
We are seeking a dynamic, client-facing User Success Lead to drive adoption, engagement, and business value for our platforman AI-powered CX intelligence and analytics solution.
This role sits at the center of:
Client relationships
Insight delivery and storytelling
Product adoption and expansion
You will act as the bridge between data, insights, and client impact, ensuring our partners not only understand platform outputs, but confidently act on them to improve their business.
This is not a passive account management role this is consultative, analytical, and execution-focused.
What Youll Own
Client Engagement & Relationship Management
Serve as the primary point of contact for clients
Build strong relationships with stakeholders across:
- Operations
- CX / Customer Service
- Analytics / Reporting
- Client Partners
Lead recurring meetings: - Weekly Business Reviews (WBRs)
- Monthly / Quarterly Business Reviews (MBRs/QBRs)
Ensure clients are aligned on goals, priorities, and outcomes
Insight Delivery & Storytelling
Translate data and analysis into:
- Clear, executive-ready insights
- Actionable recommendations
Package insights across: - Contact drivers
- Customer sentiment & resolution
- Operational friction (people, process, tools)
Tell a compelling story that connects data business impact: - Cost savings
- Revenue opportunities
- Customer experience improvements
Product Adoption & Enablement
Drive adoption and effective usage of dashboards and insights
Train users on:
- How to interpret data
- How to apply insights to their operations
Build client confidence in: - AI-generated insights
- Reporting outputs
Identify gaps in adoption and proactively address them
Program Management & Execution
Coordinate onboarding of new clients, including:
- Data access and integration tracking
- Timeline management
- Deliverables and milestones
Maintain clear documentation of: - Client configurations
- Reporting setups
- Key initiatives and action plans
Partner with internal teams (Product, Data, Prompt Engineering) to ensure delivery aligns with client needs
Insight-to-Action Ownership
Ensure insights dont stop at reportingdrive execution and outcomes
Work with clients to:
- Prioritize opportunities
- Track actions taken
- Measure impact of changes
Act as a strategic advisor, not just a presenter
Feedback Loop & Continuous Improvement
Gather client feedback on:
- Data accuracy
- Insight relevance
- Platform usability
Translate feedback into: - Product enhancements
- Prompt improvements
- New reporting opportunities
Partner with internal teams to continuously improve platform offerings
What Were Looking For
Core Requirements
3+ years of experience in:
- Operational Leadership, Customer Success, Account Management
Strong communication and presentation skills: - Able to confidently engage with executive stakeholders
Experience working with: - Data, dashboards, or analytics platforms
Highly organized with strong program/project management skills
Ability to translate complex data into simple, actionable insights
What Great Looks Like
Experience in:
- Customer Experience (CX), Contact Centers, or BPO environments
Strong storytelling ability: - Turns data into compelling business narratives
Comfortable working with technical teams: - Data analysts, engineers, AI/prompt teams
Analytical mindset: - Can interpret trends and ask the right questions
High energy, personable, and confident: - Builds trust quickly with clients
Nice to Have
Familiarity with AI, prompt engineering, or conversational analytics
Experience working with enterprise clients
Background in Operational Performance Management, Process Creation, training, enablement, or onboarding
Leadership & Soft Skills
Strong ownership mentality and accountability
Proactive and solution-oriented
Ability to manage multiple clients and priorities simultaneously
Comfortable operating in a fast-paced, evolving environment
Passion for new technology and driving innovation
What Success Looks Like (First 90 Days)
Successfully onboard assigned clients and establish strong relationships
Deliver clear, impactful WBR/QBR insights
Drive measurable improvements in client engagement and adoption
Identify and help execute 23 meaningful client opportunities
Build trust as a strategic partner and platform expert
Why This Role Matters
This role is critical to ensuring the platform delivers real business value by:
Turning insights into action
Driving client satisfaction and retention
Scaling AI-powered CX intelligence capabilities across programs
Ideal Profile Summary
You are:
Client-facing and highly personable
Organized and operationally strong
Analytical enough to understand data
Confident presenting to executives
Energized by helping clients succeed
Interested Candidates, Please share your resume to an*************1@in******x.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Client Success Customer Focus Customer Engagement Client Engagement Stakeholder Management Client Onboarding KPI KPI Monitoring WBR Client Retention Account Management CSAT MBR Operations Management
IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in