Recruiter at Talent Leads HR Solution Pvt Ltd
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Customer Success Operations - Sales Enablement & Readiness Platform (4-6 yrs)
Job Description:-
- Ensuring Renewals & Expansions along with focus on forecasts/Customer Success pipeline
- Use Case Adoption & Numbers
- Focus on key Customer Success operational functions: product implementation, client interaction points, product utilization, communication, business reviews, technical solutions, etc.
- Develop processes across the customer lifecycle, such as focus groups, escalation processes, account changes, and ownership transitions
- Customer Leadership Hierarchy Connect, Tracking & Measurement
- Health Metrics - e.g accounts at risk because of no owner, or champion leaving, CS Metrics e.g. Time to deployment, Time to Value, %age referenceable customers
- CS Rep Quota Achievement and Performance
- Team Objectives
- Referenceable Customers
- Run initiatives such as - DreamForce, G2Crowd Reviews
- Set-up and follow-up processes, such as renewals, NPS roll-outs and other touch points
- Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what's going well and what's not
- Manage CS collaboration with other teams such as Product & Marketing
- Manages and maintains the Customer Success CRM platform
- CSM assignment on accounts
What we are looking for?
- Experience with data analysis, excel power user, comfortable with BI tools
- High degree of confidence working and building in Salesforce.com, including ServiceCloud
- Experience owning pipeline forecasting in Customer Success or Sales - grasp of the complexity of forecasting in a renewals/retention recurring revenue business
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