Head - Customer Success (10-15 yrs)

Job Description

Job Description forCustomer SuccessSMARTe is a B2B Data Platform for sales & marketing teams, we are in growth phase working with customers like Salesforce, Oracle, Accenture, Nutanix etc. Were in the early stages of building our customer success practice. Were looking for process-oriented leaders with intrinsic drive to make customers successful.You will:Build Relationships :- Hold conversations that add value to our customers, requires you to continuously upgrade your domain knowledge- Understand each accounts processes and pain points, gather all the learnings to be the go to person.- Identify and groom customer advocates that love the company and ready to put out a good word via cross-sell references, case studies, webinars etc.- Ensure every customer acknowledges their ROI from SMARTe, promote practices that allow enables to quantify it- Drive Customer Success- Increase renewal rates and reduce churn- Drive growth by identifying up-sell/cross-sell opportunities within existing accounts- Influence product adoption, customer satisfaction and overall health scores- Be the voice of customer in product roadmap and positioning exercises- Optimize Customer Experience- Own complete customer journey from onboarding to renewals and partner with ProductOps for advanced use cases- Identify customer segments and define customized cadences & operating produces- Own the customer communication, design campaigns to drive loyalty & awareness- Focus on continuous improvement and industrys best practices- Measure Customer Success- Define and track metrics - NPS score, health scores and usage metrics- Identify performance metrics that resonate with your teams efforts- Use tools to improve effectiveness and productivityYou are:- Able to manage influence through persuasion, negotiation, and consensus building- Hospitable, persistent, diplomatic and a problem solver with tech affinity- Strong with empathy for customers and passion for revenue & growth- A believer of measurable success - metrics and process oriented- Seasoned to inspire your team and manage multiple simultaneous customer engagements- Having experience in customer Success or enterprise account management, ideally from a B2B software or SaaS industry serving B2B Sales & Marketing teams of North America/Europe- Familiar with CRMs, marketing automation or sales engagement tools- B.E/B.Tech. and/or MBA preferred, Job Description forCustomer SuccessSMARTe is a B2B Data Platform for sales & marketing teams, we are in growth phase working with customers like Salesforce, Oracle, Accenture, Nutanix etc. Were in the early stages of building our customer success practice. Were looking for process-oriented leaders with intrinsic drive to make customers successful.You will:Build Relationships :- Hold conversations that add value to our customers, requires you to continuously upgrade your domain knowledge- Understand each accounts processes and pain points, gather all the learnings to be the go to person.- Identify and groom customer advocates that love the company and ready to put out a good word via cross-sell references, case studies, webinars etc.- Ensure every customer acknowledges their ROI from SMARTe, promote practices that allow enables to quantify it- Drive Customer Success- Increase renewal rates and reduce churn- Drive growth by identifying up-sell/cross-sell opportunities within existing accounts- Influence product adoption, customer satisfaction and overall health scores- Be the voice of customer in product roadmap and positioning exercises- Optimize Customer Experience- Own complete customer journey from onboarding to renewals and partner with ProductOps for advanced use cases- Identify customer segments and define customized cadences & operating produces- Own the customer communication, design campaigns to drive loyalty & awareness- Focus on continuous improvement and industrys best practices- Measure Customer Success- Define and track metrics - NPS score, health scores and usage metrics- Identify performance metrics that resonate with your teams efforts- Use tools to improve effectiveness and productivityYou are:- Able to manage influence through persuasion, negotiation, and consensus building- Hospitable, persistent, diplomatic and a problem solver with tech affinity- Strong with empathy for customers and passion for revenue & growth- A believer of measurable success - metrics and process oriented- Seasoned to inspire your team and manage multiple simultaneous customer engagements- Having experience in customer Success or enterprise account management, ideally from a B2B software or SaaS industry serving B2B Sales & Marketing teams of North America/Europe- Familiar with CRMs, marketing automation or sales engagement tools- B.E/B.Tech. and/or MBA preferred,

Keyskills :
enterprise account managementb2b salescase studiesb2b softwareaccount managementperformance metricsmarketing automationcustomer satisfactionb2broiwordsaassalesoraclesalesmarketing