AVP - Customer Success/Account Management - IT

- Set the overall vision and strategic plan for the Account Management, Renewal, and Upsell Cross-sell also focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.

- Drive customer outcomes, product adoption and customer experience.

- Lead the technical assessment as part of the sales process.

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Reduce churn and drive new business growth through greater advocacy and reference ability.

- Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement. Build and lead a world-class team:

- Recruit and develop a high performing team.

- Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)

- Foster collaboration within the company and across customers

- Drive operational practices to track the performance of teams and individuals.

- Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

- Drive Account Growth Outcomes

- Expand our revenue in accounts through new sales and up-sell opportunities.

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

- Reduce churn and drive new business growth through greater advocacy and reference ability.

- Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

MUST HAVE :

- 7 - 11 years of management experience leading teams in a software company

- 5 years experience leading customer success managers or account management.

- Min 2 years experience in account hunting/client acquisition too

- 3 years experience leading managers of teams in a SaaS or subscription enterprise software company

- From B2B Sales background

- Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.

- Who has served Indian clients more than international?

Prateek Pandey
7995774169