Infoedge - Head - Customer Engagement - Zwayam (8-12 yrs)
Job Description : Head of CEPA Team
Position Overview :
Looking for a senior executive to own driving success for our customers on the Naukri SaaS recruitment product lines. The incumbent will manage a team of about 25 members.
This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.) and monitoring the health of accounts.
Responsibilities :
- Drive Customer Success Outcomes, working closely with regional team leads and team members
- Increase platform adoption, renewal rates and reduce churn
- Expand revenue in accounts through cross-sell and up-sell
- Enhance customer value realization through higher product adoption, customer satisfaction and overall health scores
- Create a rapport between internal stakeholders - account management, product team etc
- Define and Optimize Customer Lifecycle
- Define segmentation of customer base and varying strategies
- Establish system for tracking metrics
- Create cadence for review within team
- Align with Executive Team around key metrics and objectives
- Create rapid onboarding process for new team members
- Encourage continuous learning within team
- Enhance Effectiveness and Efficiency Through Technology
- Drive company-wide definition of ideal customer
- Create company-wide customer feedback loop
Required Experience/Skills :
- 10+ years experience in leading customer-facing organizations, managing SaaS products
- Ability to manage influence through persuasion, negotiation, and consensus building
- Ideally combined background of post-sale and sales experience
- Strong empathy for customers and passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- 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
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.