Head - Customer Success - IT Software Solutions

Head - Customer Success - IT Software Solutions

About the client - It is a software solution provider headquartered in Noida, India with offices in UK, US, Turkey, Spain, UAE, Thailand, South Africa and Japan. It specializes in providing Software as a service (SaaS) solutions to the hospitality and travel industry. Its current focus areas are solutions for hoteliers, travel websites, airlines and corporate travel segments

Reports to : Founder CEO

Team Size : 45 (direct reports-5)

Brief Overview of the role : Head of Customer Success (Hospitality) position will be responsible for managing the business from current client base and managing customer relations appropriately. This will be achieved through a well-established team of Account Management and Global Helpdesk teams.

Responsibilities :

Responsible for complete AM functions including increasing sales and securing renewals, and holding customer calls at challenging times.

Work with business & product teams to understand customer segments and develop solutions, based on insight into customer behaviors and propensities.

Budget, prepare and Execute engagement models for Hospitality customers

Consistently drive NPS progressively.

Responsible for the successful on-boarding and on-going health of the customer base.

Reading commercial contracts and understanding legal clauses for a fool-proof agreement

Conducts business account reviews with customers directly and through team heads to ensure that client's goals are being met

To be closely working with relationships, business & support teams to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences

Should be SFDC fluent and have customized dashboards prepared to observe the health of the business

Requirements :

10-15 years in handling global sales

Great presentation and up selling skills

Excellent communication skills, management skills, agility to mould in a changing environment

Ability to multi-task in a fast paced environment.

Strong commercial acumen, ability to read commercial contracts and understand legal clauses