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Head Customer Service

8.00 to 13.00 Years   Bangalore   12 May, 2022
TALENTSTACK CONSULTING PRIVATE LIMITED
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSector / Business ResearchProduct Management
EmploymentTypeFull-time

Job Description

    Job descriptionJob Responsibility :1. Customer Intimacy :- Deliver business impact and innovation to a customers business by understanding our customers key business issues and opportunities- Drive a team of CSMs to do Quarterly reviews, smooth product launches, and consistently keep customers in the loop with new changes in the platform- Serve as the internal voice of the customer and advocate for your clients needs (services, support, product management, executive alignment)2. Product Adoption and Consumption :- Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and adoption.- Ensure positive business value and transformational impact for our customers through the adoption of our products and services- Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.3. Relationship Building :- Build strategic relationships with key customer contacts across different levels in customer orgs- Create evangelists and champions by enabling and supporting key members in customer orgs- Build and nurture C-level relationships across accounts in the portfolio to solidify existing relationships while driving strong referral- Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company if needed- Identify opportunities for customer references and case studies4. Leadership :- Lead the team of CSMs to overachieve their operational metrics- Grow and Manage a strong team of enthusiastic and hardworking CSM by mentoring, coaching, and performance management- Collaborative leadership style with the ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success- Plan growth path and career development activities for the team- Performance appraisal and reward structure for the team.Qualification, Experience & Skills:- A technical degree and MS or MBA- Proven track record of developing, growing, and managing customer success organization.- Background in consulting is a strong plus.- Previous experience with Conversational Automation services is a plusMinimum Experience :- 8+ years of Customer Success experience at a software-based business in the areas of Sales, Marketing, or Support- 5+ years experience in Customer Success Management- 3+ years of experience in managing and building teams- Experience in managing a $10M+ USD portfolio of B2B customers with globally distributed teamsSkills :- Strong technical and innovation aptitude is a must- Understanding of best practices for enterprise Support products and experience with complex IT deployments- Analytical and negotiation skills, particularly at executive levels- Strong understanding of SaaS and multi-tenancy fundamentals- Self-motivated and have the ability to work under pressure- Excellent communication and presentation skills- Excellent people skills and ability to build respectful relationships with all levels- Ability to manage crisis and stay calm under pressure while helping the team to navigate the crisis with easeThe Perks :- Our best perk is the amazing people- Almost too much responsibility but coupled with near-unlimited freedom- No dress code; who cares about it during a pandemic anyway- Unlimited leaves and work from home- A ticket on our rocket ship to the moon

Keyskills :
salesoperationsproduct strategy

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