Job Title: Senior Vice President (SVP) Customer Success and Platform Management. Summary: The SVP of Customer Success and Platform Management will be a strategic leader, responsible for driving customer retention and growth by delivering a world-class customer service and platform experience. This role requires a deep understanding of customer needs, technical expertise in platform management, and strong leadership capabilities. Key Responsibilities: Customer Retention & Growth: - Develop and execute strategies to maximize customer retention, drive account growth, and enhance customer lifetime value. - Champion a customer-centric culture across the organization. Platform Vision & Strategy: - Lead the development and implementation of the platform vision and strategy, ensuring alignment with customer needs and business objectives. - Oversee product development and innovation initiatives to continuously improve the platform. - Operational Excellence & Scalability: Ensure the stability, scalability, and security of the platform. - Develop and implement operational policies and procedures to optimize platform performance and efficiency. - Provide guidance and direction to reporting managers on critical operational issues related to the platform. - Coordinate with the SVP-Product Development on key development road maps and ensure alignment to customer needs as well as feature gaps, innovations and platform enhancements. Sales Enablement & Support: - Support sales efforts with technical expertise, pricing agreements, and RFP processes, ensuring the sales team is equipped to effectively sell the platform. - Oversee product demonstrations and presentations to prospective clients, including participation in demonstrations where necessary depending on the criticality of the prospect and / or the ticket size of the opportunity. - Financial Performance & Vendor Management: Contribute to financial goal setting and profit maximization initiatives, particularly related to customer success and platform investments. - Develop and implement outsourcing strategies, negotiate vendor contracts, and manage vendor relationships to optimize costs and improve platform efficiency. - Team Leadership & Employee Well-being: Provide leadership, mentorship, and development opportunities to the Customer Success and Platform Management teams. - Promote employee welfare and contribute to a positive work environment, supporting grievance redressal efforts as needed. - Third-Party Partnerships Identify and develop third party collaborations and innovation opportunities to enhance the capabilities in the platform. - Strategic mindset is critical to ensure balance between in-house core competencies versus tactical outsourcing to vendors in areas outside of core competencies. Ideal Candidate: - The ideal candidate will be a seasoned and strategic leader with a proven track record of driving customer success, platform innovation, and revenue growth within a technology-driven environment. - They will possess a deep understanding of customer needs, exceptional leadership abilities, and a strong technical aptitude for platform management - especially in aviation industry and aircraft maintenance or leasing industry knowledge would be preferrable. Key Qualifications: Education: Degree in a relevant field (e.g., Computer Science, Engineering, Business Administration, or related field) is required. - A Master's degree (MBA or related) is highly preferred. Experience: - 10+ years of progressive leadership experience in customer success, product management, platform management, or related roles within a technology company. - Demonstrated success in driving customer retention, account growth, and revenue generation. - Proven experience in developing and implementing platform strategies that align with customer needs and business objectives. - Experience leading and managing large, diverse teams, including customer success managers, product managers, and in-house subject matter experts. - Experience with financial planning, budgeting, and vendor negotiations. - Experience with outsourcing strategies and managing vendor relationships. Key Skills & Competencies: - Strategic Thinking & Vision: Ability to develop and articulate a clear vision for customer success and platform management and translate that vision into actionable strategies. - Customer-Centricity: A deep understanding of customer needs and a passion for delivering exceptional customer experiences. - Leadership & Team Management: Proven ability to lead, motivate, and develop high-performing teams. - Communication & Interpersonal Skills: Excellent communication, presentation, and interpersonal skills, with the ability to effectively communicate with customers, executives, and internal teams. - Technical Aptitude: A strong understanding of technology platforms, cloud infrastructure, and software development processes. - Financial: Ability to understand financial statements, develop budgets, and make sound financial decisions. - Negotiation Skills: Strong negotiation skills with experience in vendor contract negotiations. - Problem-Solving: Ability to identify and solve complex problems quickly and effectively. - Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions. - Change Management: Ability to lead and manage change effectively within a dynamic environment.

Bangalore

Senior Vice President - Customer Success & Platform Management 

Job Description for Senior Vice President - Customer Success & Platform Management  in Aviation Indeed in  Bangalore for (10-12) years of experience. Apply Now!