Posted By
Posted in
Sales & Marketing
Job Code
984471
Job role:
- Responsible for ensuring customer success and delight for across the globe
- Would be responsible to manage a team comprising Delivery/Support and Engagement
- Lead and Manage the Customer Success Vision from strategic/operational perspective
- Develop best practices and state of the art processes for customer lifecycle management
- Drive operational excellence in the areas of on-boarding, adoption, renewal, up-sell, and churn reduction
- Work effectively with internal stakeholders ( Product and Sales teams) to identify product insights, opportunities for ensuring customer delight
- Develops strong customer relationship and executive stakeholder management including Directors, VPs, and C-level executives of Fortune 500 companies
- Lead, Develop & Mentor a high performing team and culture of customer delight
- Identify market trends, insights and provide thought leadership internally/externally
- Develop and Monitor success metrics for organizing & measuring performance
- Ensure resolution of all customer issues and acts as point of contact for escalations for both internal/external stakeholders as and when needed
- Work closely with Solution Engineering teams to help resolve customer issues as per the SLAs.
Key Requirements:
- 10 years experience in leading customer-facing organizations. SaaS preferred. Ideally combined background of post-sale and sales experience
- Strong empathy for customers AND passion for revenue and growth
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills
- Relevant Bachelor's/PG degree; preference for computer science or related degrees
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Posted By
Posted in
Sales & Marketing
Job Code
984471