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09/09 Ratika
Senior Consultant at Wenger & Watson

Views:218 Applications:60 Rec. Actions:Recruiter Actions:3

Senior Director - Customer Success - India - B2B SaaS Firm (8-15 yrs)

Bangalore Job Code: 976513

Senior Director - Customer Success-INDIA

The organisation is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. They enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS.

Responsibility:

- Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and Product adoption

Relationship building

- Build strategic relationships with key customer contacts across different levels in customers- orgs

- Create evangelists and champions by enabling and supporting key members of our growth community

- Create repeatable and scalable processes to enable 10X growth

Leadership

- Lead the team of CSMs to overachieve their operational metrics

- Grow and Manage a strong team of enthusiastic and hardworking CSM by mentoring, coaching and performance management

- Collaborative leadership style with ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success

- Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company as needed

- Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.

Qualification:

- Customer Success and Digital transformation professional with 10+ years of experience in leading success and services organization in a SAAS company

- Experience of Managing $20 M + USD portfolio of B2C customers across different segments and geographies

- 5+ years of experience in managing teams with at least 3+ years of experience in managing 1st line managers

- Strong technical and innovation aptitude is a must

- A technical degree, with an MS or MBA

- Strong background in technology and/or business transformation consulting is a strong plus.

- Demonstrated success in building and growing high performing teams in new geographies

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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