As Client Success Director Amit optimizes customer journeys by implementing the vision of a customer centricity and customer experience. He standardizes template for client success, oversees lifecycle processes/touch points, including exec sponsor program, and “listening” points. He manages the escalations based on escalation processes and reports on the metrics for analysis and improvements.
To ensure the client’s success he drives the culture of ‘partnership to customer objectives’ and co-create the delivery visions. From the internal teams he defines tasks and ownership, ensures cross functional collaboration and define quality benchmarks. His strategic inputs help create the product roadmap and communication plans for client experiences and business success. Heading talent management function support his key promises to client success by ensuring the right talent for the right job and at the right time. He ensures it through mentorship, grooming and inspire a world-class team.
As the Client Success Director, he works towards the enhancement of the overall business of the client as well as involves, trains, and grows new business opportunities. Amit is an integral part in shaping Gateway Group’s account management and customer success processes, managing customer relationships by retaining and optimizing it. Amit is a trained Outsource Manager and understands meeting expectations, ranging from requirement analysis to delivery. His entrepreneurship stint earlier allows him to align with business, Time-to-Market and Quality expectations of clients.