Advantage Club - Head - Customer Success

Responsibilities:-

- Frontend and manage the end-to-end delivery of solutions and services for the clients while working with the internal stakeholders.

- Work with the clients to understand their requirements, challenges and problems proactively and then work with internal stakeholders to provide a solution.

- Bring the required change management in the organization to continue with the customercentric approach.

- Manage escalations from different levels including senior management of clients to bring an effective solution to problems.

- Running and designing campaigns

- Track relevant corporate level metrics and drive activities to enhance it

- Manage a team of 10-20 CSMs in delivering business value for our largest and most strategic customers across the world

- Define and drive the strategy and detailed execution plan for each of our Accelerate Customer Success team, driving faster customer time to value, renewal rates, and growth.

- Build a strong customer success team through both external hiring of top talent, and internal talent/skill development

- Coach and develop your CSMs toward delivering on KPIs in product adoption, education, subscription experience, project management, customer satisfaction and achieving value

- Provide the team with thought leadership, coaching, conducting one-on-ones and career mentorship

- Participate in, and/or identify, design, and deliver cross-functional projects that support strategic improvements in scaled processes, services, and systems to enable the team to improve Customer Success and CSM efficiency

- Directly manage, build and lead our Customer Success & Support teams in APAC as we expand our customer base

- Develop strategic plans to effectively and efficiently move existing clients to their desired outcomes (retention) and grow revenue (upsell), or prospect into new departments (cross-sell)

Skill Set:

- 5+ Years in people management within an enterprise software or SaaS organization

- 5+ years in a account post sales customer facing role (Account Management, Customer Success, Delivery

- 5+ years of experience in managing B2B clients for a product or IT services company.

- Experience in loyalty rewards and/or e-commerce and/or BFSI/Airlines will be preferred

- Experience working with a cross-functional and geographically dispersed team and customer base.

- Excellent oral and written communication skills along with an ability to work crossfunctionally with a broad range of internal and external clients

- Outstanding presentation development and delivery skills

- Degree or equivalent experience