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Senior Director-Customer Success

5.00 to 10.00 Years   Bangalore   17 Jan, 2023
MoEngage Inc
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other SoftwareSales / BD
EmploymentTypeFull-time

Job Description

    Responsibility:
    • Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and Product adoption
    • Ensure positive business value and transformational impact for our customers through adoption of innovative MoEngage products and services
    • Relationship building
      • build strategic relationships with key customer contacts across different levels in customers orgs
      • Create evangelists and champions by enabling and supporting key members of our growth community
      • Build and nurture C-level relationships across accounts in the portfolio to solidify existing relationships while expanding MoEngage footprint
    • Create repeatable and scalable processes to enable 10X growth
    • Work closely with the Sales organizations to ensure adoption and expansion of MoEngage in key accounts
    • 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 ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success
    • Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company as needed
    • Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.
    Qualification:
    • Customer Success and Digital transformation professional with 10+ years of experience in leading success and services organization in a SAAS company
    • Experience of Managing $25 M + USD portfolio of B2C customers across different segments and geographies
    • 7+ years of experience in managing globally distributed teams with at least 5+ years of experience in managing 1st line managers
    • Strong technical and innovation aptitude is a must
    • A technical degree, with an MS or MBA
    • Strong background in technology and/or business transformation consulting is a strong plus.
    • Proven track record of scaling operations to 10x by introducing scalable process, optimizations and automation
    • Ability to identify growth opportunities and effectively execute upsell and cross-sell plans.
    • Strong understanding of SAAS and Multi Tenancy fundamentals
    • Demonstrated success in building and growing high performing teams in new geos
    • Excellent executive communication, negotiation and presentation skills
    • Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease
    ,

Keyskills :
marketingsalesdeliverypeople management

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