Customer Success Account Manager- Head

What you will do :

- Responsible for working with the CSM's to maintain and grow RS- customers

- Lead a team of CSMs, providing coaching on high value engagements so that your team can perform their best work

- Hire and onboard new team members as well as continuing to train existing members

- Execute CS process improvements and work with Delivery/AI/leadership to implement these changes at scale

- Ensure consistency in the way we work as a CS function with all regions/customers

- Engage with senior stakeholders to develop strategic business relationships and present to the C-Suite executives for business review

- Deliver and report on data driven customer success strategy across customers under your responsibility and report any risks to the Management

- Collaborate effectively with the sales and delivery teams to provide timely product feedback and to serve as the customer advocate to resolve any issues.

- Define and execute on a comprehensive customer success strategy to offer best-in-class service and deeply understand our customers needs and requirements to deliver extraordinary value for our US clients.

- Lead and inspire a high performing customer success team that delivers a successful onboarding experience and on-going proactive client management.

- Create a consistent and valued customer experience by developing scalable methodologies and leveraging best practices to achieve ambitious performance targets and meet SLAs.

- Act as a liaison between your team and internal senior stakeholders in sales, product, risk, legal, and operations to improve the customer experience and escalate when needed.

- Synthesize customer feedback with our C-level client executives to partner with internal teams like Delivery, Marketing and Sales to be instrumental in growth strategies.

- Build out processes and utilize data analytic tools to monitor, analyze, and report on customer satisfaction and team performance.

- Monitor team performance and provide constructive feedback and coaching to ensure both individual and team KPI deliverables.

- Use our rich data sets to problem solve and improve our customer engagement by creating a playbook strategy for each customer profile.

What you bring :

- 10 + years of solid experience in the SaaS/technology industry with extensive customer facing experience

- Demonstrated Team leadership and management experience and the ability to hire, mentor and grow a diverse team

- You have a passion for awesome customer experience and a strong ability to balance customer needs and business priorities

- Extensive senior leadership experience in a combination of SaaS, Strategy Consulting (MBB), Management Consulting, and/or an equivalent field

- Track record of owning and delivering upon commercial targets at scale

- Past experience in leading successful teams across geographies that work effectively cross functionally

- A genuine passion for coaching and mentoring high-performing teams, aimed at developing and accelerating the skills and career trajectory of your team members

- Proven track record of successfully building scalable business operations and delivering key business results

- Excellent project management skills, including an ability to take inputs from a variety of internal and external sources to build best in class customer success processes.

- Use quantitative and qualitative analysis to drive operational excellence in the areas of onboarding, adoption, renewal, launching new pilots, and churn reduction.

- Serve as a key leader, driving relationships with our customers and ensuring their success.

- Demonstrable experience in developing and managing C-level relationships with customers

- Ability to have scale impact across the business, thinking holistically about the industry and Recruitment Smart's partnership with our customer base

- Demonstrated ability to bring structure to and succeed in complex whitespace

- Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end

- Ability to utilise data and metrics to communicate strategy to internal stakeholders and external clients

- Entrepreneurial spirit with a high tolerance for ambiguity and complexity

- Outstanding communication skills and ability to inspire teams and customers

- MBA from a top university preferred

Job Type : Full-time

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