Team Leader - Customer Success - Financial Service Firm

TL - Customer Success - Financial Service Provider Firm (US Based)

Key Responsibilities :

- Lead the Customer Success team for B2B Services in India to consistently out-perform by ensuring targets on upsell, cross-sell and retention are met on a Monthly, Quarterly & Annual basis.

- Own the development, success and management of the CSM Team including coaching, analysing and mentoring team as a group of high bar performers

- Create & articulate a compelling engagement calendar for Key Accounts in coordination with the marketing team.

- Gather and share systematic feedback and information on local trends including competitor insights, customer needs, sales, product and marketing information.

- Collaborate with various teams around the world (sales, marketing, partnerships, operations, product) for driving improvements in process, product & communication and be the voice of the customer.

- Develop long-term strategic relationships with key stakeholders

- Growing the company's capability in financial services industry and develop the vision and plan to execute a go-to-market strategy, collaborating with the analytics, business development managers, sales and delivery teams for developing offerings and cross-selling to existing clients and prospects.

- Build business success case studies and draft various business reports including weekly and monthly business reviews.

- In addition, manage key client relationships through a consultative approach as a business partner, prepare and implement account development plans, understand the intricacies of our services and partner networks thoroughly to meet our clients' needs and translate these opportunities through upsells

- Have the passion and drive to exceed strategic and financial targets.

Skills, Qualification and Experience :

- A Master's degree, preferably in business or communications

- Strong written and verbal communication skills, with expertise in presenting business cases

- 10 years of overall experience, including 6+ years of key account management, business development or other relevant experience.

- Ability to see the big picture, understand the key drivers of the business and how they relate to each other to drive profitable growth

- Data oriented, possesses a high level of attention to detail with strong analytical and business reasoning skills

- Ability to make decisions in a changing environment, anticipate future needs and drive results

- Proven ability to manage and develop medium to large teams. y

- Flexibility to travel within the country and internationally as relevant.