Customer Advocacy Leader | Noida

Job Description

Roles and ResponsibilitiesWe are looking for an exceptional leader to join our customer success team and own the strategy and execution of the advocacy program. The ideal candidate would be a seasoned executive, smart, innovative, strongly motivated person with customer centric mind-set with flair for sales and love for solving business problems with a contemporary perspective and a result oriented robust outlook.What you will doAs a Customer Advocacy Leader, you are responsible for maintaining customer relationships that promote retention and loyalty, driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio of customers. Your role is to work closely with customers to understand their business strategy & technology needs and linking the key capabilities and technology enablers to business outcome. You also bring the best ideas, innovations and capabilities of CRMNEXT to customers, linking these to customer s business goals, driving greater business value and executive alignment between CEMNEXT and its customers.You act as guide and mentor to the sales, pre-sales, and delivery teams on strategic opportunities. You would also be responsible for building and leading a team of techno-functional experts for customer advocacy function. Details of the role are:Own full customer lifecycle post sales, from sales to implementation/go-live, go-live to customer success/adoption and back into inputs to Farming SalesPre Go-live check of requirements vs actual deliverable: PMO and governance of implementation working with External Partner/Delivery teamFeedback loop for farming selling cycle (define/identify new improvements possible) pass it on to Farming Sales/Architecture + Pre-sales

• Manage deliverables, schedules, and costs for multiple ongoing projects and programs, ensuring that resources are appropriately allocated and that goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps
• Proactively identify opportunities for process improvement and cost reductions opportunities.

Engage with program managers, sales, technical leaders and executives to communicate status, escalate issues, and guide and influence strategic decision-making.

• Understand Customer Stakeholder contacts and maintain ongoing relationships with them.
• Work closely with implementation and product development teams to ensure the successful rollout and adoption of new product development aligning with customer success objectives.
• Monitor the progress of customer usage and adoption metrics.
• Provide general customer insight and feedback to other stakeholders.

Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback. Plan, organize and run Customer Business Reviews.Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement. Provide Inputs into Product/Engineering for product and feature roadmap

• Identify opportunities for customers to act as CRMNEXT advocates (e.g. testimonials, case studies, upcoming Product feature reviews), and generate upsell and cross-sell opportunities

Cultural attributes- What you bring to the table:

• 1. High level of thought leadership and adept at orchestration of people, processes, systems, and metrics to drive and deliver best-in-class implementations
• 2. An effective influencer, collaborator and strategic planner able to lead at all levels of the organization with proven ability to lead in a complex environment.
• 3. You know how to inspire and influence teams, critical resources, management and customer stakeholders in support of delivering business objectives
• 4. Be an innovative thinker, creative problem solver and effectively manage multiple on-going assignments in a fast paced, fluid environment
• 5. You have a strong propensity to drive quality and customer satisfaction through the various implementation projects and add business value to the customer
• 6. Ability to take on challenges and deliver against intense timeline pressure

Qualifications- What you need

• 1. Engineering from a premium institute
• 2. 15 years of proven experience in engineering and software architecture design.
• 3. Experience in banking sector.
• 4. Experience in CRM domain is needed.
• 5. Project management skills including time and risk management, resource prioritization, and project structuring
• 6. Advanced leadership skills, including coaching, team-building, and conflict resolution

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Keyskills :
new product developmentpost salescase studiesteam buildingrisk managementcustomer centriccustomer insightprogram managersbusiness strategytechno functionalmanagement skillsleadership skillscustomer advocacyproject managementthought leadershi