Zonal Head

As the Zonal Head, you will be responsible for overseeing the entire post-sales life cycle of partner schools within the assigned geography. This includes ensuring customer success through onboarding, training, retention, renewals, and overall partner satisfaction. Your role will involve close collaboration with internal teams to ensure a seamless partner experience and achievement of operational excellence. **Key Responsibilities:** - Own the retention and renewal targets for all partner schools in the zone. - Build and maintain strong, long-term relationships with key school management and stakeholders. - Monitor school engagement performance using key metrics such as renewal rates, NPS scores, and customer satisfaction indices. - Identify potential churn risks early and create action plans to retain at-risk customers through proactive engagement and strategic interventions. - Conduct periodic reviews with school partners to evaluate impact, gather feedback, and plan future engagement. - Ensure seamless execution of onboarding and implementation for all newly onboarded schools. - Oversee timely delivery of learning materials, academic kits, and training resources. - Ensure all post-sales processes adhere to defined SOPs and customer success frameworks. - Collaborate with product, curriculum, and operations teams to address escalations and improve service delivery. - Plan and execute zonal training programs for school partners, teachers, and coordinators aligned with Kreedo methodologies. - Ensure standardization and quality of training sessions conducted by the zonal training team. - Monitor trainer performance through feedback scores and ensure periodic retraining. - Use training insights to continuously improve implementation quality across the zone. - Lead and manage a regional team comprising Customer Success Managers, Trainers, and Support Executives. - Define clear objectives, KPIs, and review frequency for all team members. - Provide coaching, guidance, and performance feedback to ensure high team productivity and morale. - Foster a culture of ownership, accountability, and continuous improvement. - Track and report key business metrics including retention, renewals, training attendance, and school satisfaction. - Analyze customer feedback, complaints, and renewal patterns to identify improvement areas. - Present monthly zone performance reports to senior leadership, highlighting achievements, challenges, and corrective actions. - Use CRM and data tools to maintain transparent documentation of partner engagement and outcomes. **Qualifications and Experience:** - Bachelors degree required; MBA or Postgraduate in Management preferred. - 8 to 12 years of experience in customer success, operations, or post-sales management, ideally in the education, edtech, or B2B service sector. - Proven track record of driving customer retention and satisfaction across multiple regions. - Strong understanding of training delivery and implementation management in service-based environments. - Experience in managing teams across multiple locations. - Comfortable with data-driven decision making and CRM tools. As the Zonal Head, you will have the opportunity to create a tangible impact in early childhood education. You will be part of a collaborative work culture in a fast-growing organization, offering competitive compensation and performance-based incentives. Additionally, you can expect a continuous learning environment with leadership growth opportunities. As the Zonal Head, you will be responsible for overseeing the entire post-sales life cycle of partner schools within the assigned geography. This includes ensuring customer success through onboarding, training, retention, renewals, and overall partner satisfaction. Your role will involve close collaboration with internal teams to ensure a seamless partner experience and achievement of operational excellence. **Key Responsibilities:** - Own the retention and renewal targets for all partner schools in the zone. - Build and maintain strong, long-term relationships with key school management and stakeholders. - Monitor school engagement performance using key metrics such as renewal rates, NPS scores, and customer satisfaction indices. - Identify potential churn risks early and create action plans to retain at-risk customers through proactive engagement and strategic interventions. - Conduct periodic reviews with school partners to evaluate impact, gather feedback, and plan future engagement. - Ensure seamless execution of onboarding and implementation for all newly onboarded schools. - Oversee timely delivery of learning materials, academic kits, and training resources. - Ensure all post-sales processes adhere to defined SOPs and customer success frameworks. - Collaborate with product, curriculum, and operations teams to address escalations and improve service delivery. - Plan and execute zonal training programs for school partners, teachers, and coordina