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16/03 Suma
HR at DataGroup Geospatial Technologies Pvt Ltd

Views:236 Applications:60 Rec. Actions:Recruiter Actions:16

Director - Customer Success/Account Management - SaaS Firm (9-14 yrs)

Pune Job Code: 115182

Director Customer Success

Location - Pune

Experience - 9 - 14 Years

About Company :

Company is the world's leading sales enablement and readiness platform that gives you the power to ramp up new reps faster, coach them effectively, keep them up-to-date and create a culture of sales excellence.

Job Description :

Director Customer Success jobs. Lead the customer service department and be responsible for planning and implementing strategy to increase customer service satisfaction.

Responsibilities include : 

- Managing a team of Customer Success Managers (CSMs). Own Renewals and Customer reference ability/ evangelization.

- Provide ongoing guidance and consultancy to CSMs on a day-to-day basis - reviewing account health, stakeholder management, risk mitigation, expansion opportunities, etc.

- Conduct performance reviews with CSMs.

- Support CSMs with key QBRs and EBRs, which focus on outcomes, data insights, and value

- Triaging unhealthy clients and developing succession plans to bring them back to health.

- Participate in, and/or conduct business reviews of Key accounts - activity, outcomes, data insights, and value.

- Ongoing guidance and coaching of CSMs and Team Leads on: a) consulting and advisory skills b) ability to use data-driven approach to understanding and showcasing impact and value to clients c) nurturing relationships with senior stakeholders and internal champions

- Support CSMs in their efforts to expand our relationships with senior-level stakeholders to understand their business needs and desired outcomes, and to showcase the impact of Company on their strategic initiatives.

- Nurturing and supporting Company champions who will serve as references and advocates.

- Provide Company leadership with a) accurate forecasts of customer and revenue retention b) regular reporting on revenue and portfolio health

- Assisting with internal branding, awareness, and showcasing of value. This includes collaborating with CSMs on writing quarterly success stories for each account.

- Work with other leaders within the Customer Success Org (Professional Services, Tech Support, Customer Enablement) and other teams (Sales, Product, etc) to maximize Customer Lifetime Value

- Support CSMs as they work alongside Sales to identify and drive expansion opportunities.

- Evaluate and improve internal processes, performance metrics, systems and tools

- Qualification

- 9 + years of experience in managing Customer Success/Account Management teams with a multi-million-dollar portfolio in SaaS composed primarily of US accounts.

- 3-6 years of Customer Success/Account Management experience supporting a SaaS enterprise platform with Fortune 100s accounts primarily focussed on US accounts.

- Outstanding business consulting skills (forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions)

- Track record of proactively identifying problems and resolving them before they escalate

- Experience as an advanced user on a robust, SaaS-based enterprise software platform

- Superior communicator with excellent writing and verbal communication skills

- Experience working with a rapidly changing product and thrive in a dynamic, fast-paced environment where change is the only constant

- Hungry and humble with a low ego, and willing to do whatever it takes to succeed

- Personable and collaborative with a track record of working successfully across teams

- Sales enablement or sales technology experience is a very big plus

Working Days: 5 Days a week

Job Nature: Full Time

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