Head - Customer Success - Digital Marketing

- Lead and grow a team of CSMs who are responsible for building long-term trusting customers relationships and realizing full value from their investment with our client

- Define, track and improve operational metrics for effective CSM operations

Client Details

Our client has been recognized numerous times as one of the fastest growing companies in Silicon Valley within the Digital Marketing space. Their products and services help businesses in hospitality, retail and financial services industries connect with customers to drive traffic and revenue. They enable their customers to create a compelling digital presence to help their businesses engage with end customers and understand the impact of their digital marketing strategy.

Description

As a Head of Customer Success, you will be responsible to-

- Lead a team of CSMs who are responsible for building long-term trusting relationships at all levels with their customers and realizing full value from their investment with our client

- Manage and develop a highly motivated team of CSMs, including hiring, motivation, professional development, and retention

- Ensure customer retention and account growth

- Drive team strategy and execute superior customer success management to global customers

- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals

- Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship

- Engage regularly with customers via strategic and operational discussions to evaluate needs and strategic direction

- Act as trusted advisors, educate customers on value derived from our client and additional opportunities

- Being the customer's advocate inside our client to meet customer's needs

- Feed "Product Intelligence" and "Customer Intelligence" to the product, engineering, COE and customer success teams

- Identify and facilitate training programs that will improve product knowledge, technical skills, process know-how and customer handling skills of team members

- Define, track and improve operational metrics for effective CSM operations

Profile

As an ideal candidate, you will have:

- 8+ years experience in strategic advisory services, account management or previous customer success management

- 3+ years managing customer facing teams working with global customers

- Proven leadership and interpersonal skills with ability to influence, work, establish and maintain influential relationships with customers and cross functional team

- Strong understanding of business drivers, processes and delivering solutions that meet customers expected business outcomes

- Excellent organization and project management capability

- Ability to analyze and enhance best practices, processes and procedures to improve efficiency and effectiveness of customer facing teams

- Must have the ability to multitask in a dynamic, fast paced environment

- Comfortable carrying a quota

- Bachelors degree. MBA is preferred

Job Offer

Opportunity to work with a fast paced global organization in a leadership role with great pay packages

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Pushkar Vadkhalkar on +91 (0)22-4236 3306

Contact - Pushkar Vadkhalkar - +91 (0)22-4236 3306

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