Director - Customer Success - IT

Department - Sales and Marketing, Products Division

Location - Bangalore

Reports to Head, Business Development

Job Objective - 

Director- Customer Success is responsible for pre-sales activities to help the sales team in the field and improve their productivity.

Responsibilities - 

Sales and Marketing support - 

- Create customized proposals for prospects based on inputs from onshore sales team by highlighting areas of interest to the prospect.

- Update proposal template at regular intervals to

o (a) Capture all new released functionalities and ensure zero errors in content and pricing.

o (b) Improve presentation for easier readability and aesthetics

o (c) Present any new facts: example customer benefits, new customer sites, solution for specialties, new hardware supported, new terms, etc.

- Respond to any customer specific RFX (RFP, RFI, etc.) by coordinating between senior management, sales and technical team in a time bound manner.

- Ensure that contracts and all associated legal document for prospects are accurate and up-to-date by working closely with legal team and senior management.

- Create content in the form of blogs and whitepaper with help marketing team around healthcare industry and product offerings

- Work with marketing to keep all the collaterals up to date with new features and functionality that are released periodically.

- Create winning presentations, demos and other tools for sales team to ensure that sales team can effectively demonstrate functionalities and value of solution.

- Support sales team by doing end-to-end product demos as and when required.

- Co-ordinate between sales and technical teams to answer any technical questions that a customer/prospect might have.

- Represent product team at trade shows/user conferences in the US (when required) to help generate leads and build relationship with partners.

Account Management - 

- Own named customer accounts and act as primary contact for all post warranty sales support.

- Develop and expand relationship with the customers by continuously proposing new solutions that meets their business need. (Upselling)

- Hold quarterly reviews with customers. Prepare and present reports of progress on customer issues and utilization of features to relevant customer stakeholders.

- Work with sales team to capture ROI for all the customers and create case studies with the help of marketing team.

- Make sure all the financials related to customer are handled in a time bound manner. Ensure receivables are kept at zero.

- Work with technical team to resolve any urgent and escalated issues and ensure effective communication with customers on progress.

Key success factors - 

- Pre- Sales experience for the U.S market

- Ability to Produce high quality presentation and proposals

- Ability to produce content to be given to marketing

- Ability to give demo of software products

- Strong in verbal and written communication

- Self-starter, results driven with a can do attitude

Education / Experience/ Knowledge and Skill requirements - 

- MBA from a reputed management institute

- Experience: 8+ years

Technical Competencies & Behavioral Competencies

- Commercial Acumen

- Good knowledge of quantitative methods

- Innovative - ability to conceptualize and envision

- Working knowledge on contracts, terms and conditions, etc.

- Excellent communication

- Team work and Collaboration

- Leadership qualities

- Experience in using MS office suite - PowerPoint, Excel, Word and any CRM tools