Associate Director - Customer Success - SaaS/ERP

Description:

- Required experience 5 to 8 years

Work Location:

- Gurugram, Haryana

- Mumbai, Maharashtra

- Hyderabad, Telangana

- Mandatory: Strong Customer Success, Large account management Profile

- Mandatory (Experience 1) - Must have 5+ YOE in Customer Success, Account Management, or Client Relationship in a SaaS environment.

- Mandatory (Experience 2) - Must have 3+ YOE in Team management

- Mandatory (Skills 1) - Must have expertise in managing and ensuring long-term satisfaction and growth with the enterprise-level customers,

- Mandatory (Skills 2) - Must be proficient in CRM and customer success tools

- Mandatory (Company) - B2B SaaS, ERP

- Mandatory (Known Language)- Candidates for Mumbai must be fluent in Marathi

Preferred:

- Preferred (Industry)- Retail, Manufacturing or FMCG

- Preferred (Known Language) - Candidates for Hyderabad knowing any other south Indian language apart from Telegu

Role & Responsibilities:

- Build and maintain strong relationships with key stakeholders within assigned high ticket accounts.

- Serve as the primary point of contact for strategic customers, ensuring their needs are met and expectations are exceeded.

- Develop and execute customer success plans, including onboarding, training, and ongoing support.

- Proactively identify and address customer challenges, providing solutions and recommendations to drive customer success.

- Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience.

- Conduct regular business reviews with customers to review performance, identify areas for improvement, and present new opportunities.

- Monitor customer health metrics and proactively address any red flags to prevent churn.

- Act as a customer advocate, providing feedback and insights to internal teams to drive product enhancements and improvements.

- Stay up-to-date with industry trends and best practices in customer success management.

Ideal Candidate:

- Bachelor's degree in Business Administration, Accounts, or a related field.

- Minimum of 5 years of experience in a customer success role, preferably in a SaaS company.

- Proven track record of managing and retaining high-value customers.

- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.

- Strong problem-solving and analytical skills, with the ability to identify and address customer challenges.

- Self-motivated and results-oriented, with the ability to work independently and as part of a team.

- Proficient in CRM software and other customer success tools.

- Ability to travel as needed to meet with customers