CaterNinja.com - Lead - Customer Success/Sales

We are looking for a Super Ninja : ) a Customer Success Lead who can leverage analytics to manage the sales funnel effectively to drive improvements in conversion rates, customer retention, and overall revenue growth while delivering exceptional customer experiences.

Here's a detailed job role description:

Position Title: Customer Success Head

Role Overview:

The Customer Success Head is responsible for leading and managing the Customer Success team, ensuring the successful onboarding , adoption, retention, and expansion of the company's customer base. This role involves strategizing, planning, and executing initiatives aimed at delivering exceptional customer experiences, driving customer satisfaction, and maximizing customer lifetime value.

Key Responsibilities:

1. Team Leadership and Management:

- Lead and manage the Customer Success team, providing guidance, coaching, and mentorship to ensure team effectiveness and high performance.

- Set clear goals, objectives, and KPIs for the team aligned with the company's overall business objectives.

- Foster a culture of customer-centricity, collaboration, and continuous improvement within the Customer Success team.

2. Data Collection and Analysis:

- Gather data at various stages of the sales funnel, including lead generation, qualification, conversion, and retention.

- Analyze key metrics such as conversion rates, lead velocity, pipeline velocity, and customer lifetime value to gain insights into the performance of the sales funnel.

3. Identifying Bottlenecks and Opportunities:

- Use analytics to identify bottlenecks or inefficiencies in the sales funnel that may be hindering conversion rates.

- Pinpoint areas where leads are getting stuck or dropping off in the funnel and investigate the root causes behind these issues.

- Identify opportunities for optimization and improvement within the sales process based on data-driven insights.

4. Optimizing Customer Journey:

- Analyze customer behavior and engagement data to understand the customer journey from initial contact to conversion and beyond.

- Identify key touchpoints and interactions where customers may need additional support or guidance to move through the funnel successfully.

- Optimize the customer journey by implementing targeted interventions or personalized outreach strategies based on data-driven insights.

5. Continuous Improvement and Experimentation:

- Implement a culture of continuous improvement and experimentation within the Customer Success team, using analytics to measure the impact of changes and initiatives.

- Test different approaches, strategies, and interventions within the sales funnel to determine what works best for driving conversion and retention.

6. Customer Lifecycle Management:

- Develop and implement strategies for the entire customer lifecycle, from onboarding to repeat busines, aimed at driving customer success and satisfaction.

- Monitor customer chat quality and engagement metrics to proactively identify and address potential issues and opportunities.

7. Customer Advocacy and Relationship Management:

- Act as a customer advocate, representing the voice of the customer within the company and driving cross-functional alignment to deliver value and drive customer success.

- Collect regular business Feedback with customers to review performance, identify opportunities for improvement, and explore expansion opportunities.

8. Customer Satisfaction and Retention:

- Develop and execute initiatives to measure and improve customer satisfaction, loyalty, and retention rates.

- Proactively address customer concerns and issues to ensure a positive resolution and maintain high levels of customer satisfaction.

9. Revenue Expansion and Upselling:

- Identify opportunities for upselling and cross-selling additional products or services to existing customers to drive revenue growth.

- Collaborate with Marketing teams to develop targeted campaigns and strategies for upselling and expansion opportunities.

Required Skills and Qualifications:

- Engineering graduate with Business Administration, Marketing, or related field (Master's degree preferred).

- Experience in a customer-facing role, with a strong background in customer success, account management, or customer relationship management.

- Excellent leadership and team management skills, with the ability to inspire and motivate a team towards achieving common goals.

- Strong communication and interpersonal skills, with the ability to build rapport with internal stakeholders.

- Strategic thinking and problem-solving abilities, with a focus on driving results and delivering value to customers.

- Analytical mindset with the ability to leverage data and metrics to inform decision-making and drive continuous improvement.