- 5+ years in Customer Success functions at a Enterprise/ B2B SAAS companies

- Enthusiastic and inspiring performer having worked in global team of Customer Success Managers

- Vast experience interacting and planning with C-level executives

- Demonstrated strong capabilities in helping customers reach desired outcomes with measurable performance across :

- Net Churn, Logo Churn

- Building Advocacy and Champions

- Analytical and Process Oriented mindset

- Location at Noida, open to travel

Preferred :

- Combined Background of Sale and Customer Success experience

- Exposure to Logistics/ Retail/ Manufacturing industries

- Exposure to EMEA / APAC Market

Responsibilities : 

- Define and optimize customer journey

- Define the vision of a Red Carpet experience

- Standardize the template for a Success Plan for customers in your segment

- Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, - listening- points (e.g. on usage, NPS), and others

- Personally manage escalations from your direct reports, and follow a methodical escalation process to execs

- Identify opportunities for continuous improvement

- Learn from best practices in industry

- Drive true value for customers

- Be an expert on best practices in change management

- Promote the Challenger approach amongst your team members

- Find ways for CSMs to deeply understand our customers objectives and become a trusted right-hand advisor

- Determine how to define, drive, and demonstrate the value (ROI) delivered

- Lead cross-functionally to drive customer success

- Clarify ownership for each part of the journey

- Gather and provide feedback from/to other departments, including Sales, Services, Support, Product, and others, to improve the customer experience

- Create company-wide customer feedback loop

- Help foster company-wide culture of Customer Success

- Align with Marketing around marketing to existing clients

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.