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28/04 HR Team
HR at Univariety

Views:309 Applications:109 Rec. Actions:Recruiter Actions:68

Univariety - AVP/Lead - Customer Success (5-10 yrs)

Hyderabad Job Code: 919161

Univariety is India's first company to use technology to setup a complete career & college guidance cell inside progressive schools. Students receive guidance from counselors, digital tools, university admission officers and from the past students of the school. The aim is to improve university progression outcomes by bringing in the right intervention at the right time.

Univariety is an investee company of Infoedge (parent company of iconic Indian online brands like Naukri, Jeevansaathi, 99 acres, policybazaar, zomato and many more). Univariety has some of the most successful partnerships in the education space. With the top University UCLA Extension, Univariety runs a successful 'Global Career Counsellor' certification for teachers. This is the largest program of its kind and has successfully certified thousands of teachers / psychologists Also, Univariety in partnership with Fortune India magazine runs a School Certification process called - Future 50 Schools Shaping Success.

Univariety is a comprehensive partner for schools that want to go beyond the regular to focus on student success and differentiate themselves. The Univariety network is the largest of its kind in India and covers 500 top high schools across 30+ cities. Over 200 universities from around the world have used the Univariety system and students have gained over $5 million in scholarships last year alone.

Description : Location to be Hyderabad

Job description:

Drive Customer Success Outcomes :

- Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-sell and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle :

- Map customer journey

- Develop listening points in journey (e.g., usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Define segmentation of customer base and varying strategies

- Identify opportunities for continuous improvement

- Learn from best practices in industry

Manage Customer Success Activities :

- Onboarding

- Training

- Professional Services

- Customer Support

- Customer Success Management

- Renewals

- Cross-sell / Up-sell

- Advocacy

Measure Effectiveness of Customer Success :

- Define operational metrics for team

- Establish system for tracking metrics

- Create cadence for review within team

- Expose subset of metrics to executive team, company and board

Lead World-class Customer Success Team :

- Recruit experienced leaders for each functional role

- Attract high potential individual contributors into team

- Create rapid onboarding process for new team members

- Foster collaboration within team and across customer lifecycle

- Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology :

- Support systems

- Customer marketing software

- Reference and advocacy solutions

- Customer Success Management platform

Inspire Customer Success Across Company :

- Create company-wide culture of Customer Success

- Align with Marketing around marketing to existing clients

- Align with Product around driving product roadmap

- Align with Sales around cross-sell and up-sell and focus on selling with a etention focus

- Align with Finance around measurement and forecasting

- Align with Executive Team around key metrics and objectives

- Drive company-wide definition of ideal customer

- Create company-wide customer feedback loop

Required Experience/Skills :

- 5 to 10 years experience in leading customer-facing organizations

- 3 years experience leading managers of teams in a SaaS or subscription enterprise software company

- 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

- Relevant Bachelor's and Master's degree.

Women-friendly workplace:

Maternity and Paternity Benefits

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