Head - Customer Success - Product Company

Role Overview

We're looking for a Head - Customer Success to manage our Client's business to drive retention, renewals, customer satisfaction and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills, strong business and technical acumen.

The ideal candidate will work with business leaders to understand their business goal and map our client's solutions/services. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.

About The Role

- Responsible for the management of a portfolio of clients right from Pre-sales to foster long-term business relationships

- Increase customer satisfaction by understanding business needs

- Delivery of periodic (monthly/quarterly) Customer Success Forums and Quarterly Business Reviews to review and analyse statistics, metrics, and provide recommendations.

- Ensure that Customer's technical issues are addressed in timely manner

- Act as an escalation point to drive resolution in a timely, proactive manner

- Drive business outcomes for customer helping them realise ROI on Solutions and services

- Drive customer reference for existing customers and prospects

- Monitor customer health to track usage and customer satisfaction

- Forecast retention, renewal, and health status for assigned accounts

The Successful candidate must have :

- Excellent customer facing skills.

- Excellent customer relationship management skills

- Ability to problem solve and resolve client issues

- Background in program/project management of large program (collection of many projects or customers) in cross-functional, cross-companies with consistency,

- Excellent organizational, presentation (in-person) and communication skills

- Customer Engagement background preferred