Director-customer Services Job in Accops Systems

Position Title: Director Customer Services

Location: Pune

Experience: 12+ years

Education: Bachelor's Degree / MBA (Preferably in IT or Business Strategy)

Company: Accops Systems Pvt. Ltd.

Accops empowers organizations with secure and seamless remote access, workspace virtualization, and Zero Trust-based IT infrastructure solutions.

Role Overview:

Accops is looking for a dynamic and strategic Director Customer Services to lead enterprise customer success initiatives. This role is pivotal in driving customer satisfaction, retention, and long-term value realization by aligning Accops' solutions with strategic customer goals. The ideal candidate will have deep experience in customer success, IT infrastructure, cybersecurity, or virtualization technologies, with a proven ability to engage C-level stakeholders and deliver measurable business outcomes.

Key Responsibilities:

• Act as a strategic advisor to enterprise customers, identifying and aligning business use cases with Accops solutions across verticals like BFSI, Government, Healthcare, Manufacturing, and more
• Drive post-sales value delivery by tracking business KPIs and proactively engaging with customers to ensure alignment with success metrics
• Lead and deliver data-driven QBRs (Quarterly Business Reviews) to highlight ROI, ensure solution adoption, and identify upsell/cross-sell opportunities
• Guide customers through technical enablement, architecture discussions, roadmap alignment, and value realization
• Collaborate cross-functionally with Product, Sales, Professional Services, and Engineering teams to ensure customer needs and feedback influence product direction
• Own strategic customer portfolios, acting as the single point of contact for senior stakeholders
• Develop and deliver business cases, solution roadmaps, and tailored customer success plans
• Champion customer advocacy by identifying opportunities for case studies, testimonials, and speaking engagements
• Maintain accurate records of customer interactions, engagement milestones, feedback, and business impact

Technical Skills & Requirements:

• 12+ years of experience in Customer Success, Strategic Account Management, or Solution Consulting in the tech domain
• Demonstrated success in aligning complex IT solutions with tangible business outcomes
• Strong presence and credibility to engage and influence C-level executives
• Deep understanding of digital transformation trends, enterprise IT challenges, and industry-specific requirements
• Strong grasp of technologies in VDI, Cybersecurity, Zero Trust Security, or IT Infrastructure
• Analytical mindset with the ability to interpret usage data and transform insights into strategic actions

Preferred Qualifications:

• Background in technologies such as Accops, Citrix, VMware, Omnissa, or other Secure Access/VDI solutions
• Experience managing large enterprise accounts or strategic portfolios as an individual contributor
• MBA or equivalent experience in business strategy or IT management is a plus

Soft Skills & Behavioral Competencies:

• Excellent verbal and written communication skills
• Strong solution design and articulation abilities
• Proactive and self-driven with a customer-first approach
• Accountable, with a high level of ownership and responsibility
• Analytical and logically sound with strong problem-solving skills
• Flexible, multi-tasker, and quick learner in a dynamic environment
• Team player with collaborative leadership qualities