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

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