AVP - Customer Success - IT/Online

As AVP - Customer Success is a leadership position involves fostering a deep comprehension of FA's SaaS product line and solutions, as well as grasping various customer use cases to enhance customer engagement. Your primary responsibilities will revolve around optimizing the entire customer journey, from initial onboarding to mitigating churn

Key Responsibilities:

- Profitable Territory Management: Manage profitable territory P&L through: Manpower optimization, Growth MRR realization, Execution MRR realization, Churn prevention

- Operational Excellence: Conceptualize, adopt, and accountable for executing operational best practices and frameworks across vertical and horizontal hierarchies in the organization. Process/ SOPs

- Quality Assurance and Continuous Improvement: Implement and adhere to project management best practices. Conduct thorough quality assurance checks to ensure project deliverables meet established standards. Foster a culture of continuous improvement and learning within the project team.

- Budget and Resource Management: Develop and manage project budgets, ensuring optimal resource allocation. Collaborate closely with finance and procurement teams to track project expenses. Identify opportunities for cost savings and operational efficiencies.

- Project Planning and Initiation: Lead the development of project charters, scope statements, and project plans. Collaborate with stakeholders to define project objectives, requirements, and deliverables. Conduct feasibility studies and risk assessments to identify potential project challenges.

- Project Execution and Monitoring: Manage project timelines, resources, and budgets effectively. Coordinate with cross-functional teams to ensure project tasks are completed on schedule. Monitor and report project progress, identifying and mitigating risks as needed. Conduct regular status meetings and communicate updates to stakeholders.

- Strategic Leadership and Brand Building: Demonstrate thought leadership on external platforms to contribute to brand building and establish subject matter expertise.

Stakeholder Engagement: Establish and maintain strong relationships with internal and external stakeholders. Communicate project expectations to team members and stakeholders clearly and on time. Address stakeholder concerns and ensure alignment with project goals.

- Learning and Development: Contribute to the internal learning and development of team members and the overall Customer Success Team (CST). Responsible for hiring the team

Desired Skills

- A strong leader with MBA along with at least 12 years of customer success expertise with team management experience and excellent communication skills

- Proven ability to influence and inspire teams as AVP of Customer Success or similar roles.

- Expert empathy skills with high emotional intelligence, and experience in applying those skills in a business context.

- Deep understanding of software businesses, with knowledge of both subscription and renewal models.

- Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.

- A strong customer advocate with the ability and willingness to engage directly with customers

- Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.

- Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skillset.