Broad outline of the Role
- Drive Customer Success through enhanced customer experience with the objective of protecting and enhancing revenue through effective renewals, churn mitigation and driving adoption and consumption of services. This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unitâ€s overall results.
Minimum Qualifications & Experience
- Bachelorâ€s and/or equivalent experience. MBA or equivalent preferred
- 7-12 years of enterprise sales or service management experience.
Other Knowledge & Skills
- Extensive experience in building executive relationships with key customer stakeholders.
- Finance understanding, ability to review PandL, construct and report against business cases
- Contracting knowledge, ability to read and understand terms and conditions
Key Responsibilities
- Own the customer contract onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders
- Define Customer Engagement and governance model along with the customer
- Drive service adoption by understanding usage and establishing predictive capacity and trending.
- Ensure the customer success parameters and matrix as agreed during the onboarding phase are being realized as per mutual agreement and expectation.
- Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer
- Define a clear renewal and retention strategy for the allocated accounts and orchestrate the execution of the strategy
- Manage service Credits, handle contractual obligations, dispute resolution.
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Base Salary Range: $96,000 - $126,240. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position
Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies.
Other Compensation: The position is eligible to participate in a sales-based incentive program
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