Head - Account Management & Customer Success - SaaS/Logistics Firm

Head - Account Management & Customer Success

Role & Responsibilities:

- Own customer outcomes. Identify the metrics that matter to our customers and drive results to deliver quantifiable impact to their business.

- Improve customer experience, deliver customer value , increase revenue and reduce costs. We go a step beyond and help our customers' customers as well.

- Build long term relationships with our customers and key stakeholders.

- Be responsible for annual recurring revenue, upsell and cross sell opportunities, customer NPS and retention. Drive account development & expansion.

- Advance our competitive intelligence and consultative selling efforts by updating your team's playbook with the latest sales and engagement strategies.

- Represent FT and our values. As a leader, you will represent us not only to our customers but also the industry. Put the customer first in everything you do.

- Establish an effective feedback loop that surfaces the voice of customers and influences product teams to evolve product and Services to support customers' success.

- Attract world class talent and lead a high performing team across customer success and account management.

- Resolve customer escalations related to day to day operation , Platform & Product related issues, customer new requirement etc.

Ideal Candidate:

- You have a track record of delivering customer outcomes. 13 - 20 years total experience with at least 5 years in a customer oriented leadership role in a SaaS, Enterprise Software and/or Supply Chain consulting or third party logistics experience preferred.

- Experience in managing enterprise customers (preferably Indian customers) and own revenue/NRR targets.

- Preferred MBA or Engineering graduate with reputed institutes.

- You have the ability to navigate uncertainty and ambiguity steer the team with conviction in a fast paced environment.

- Ability to balance analytical decision making with intuition and sound judgment.

- A strong communicator with the ability to influence a wide range of internal and external stakeholders.

- Demonstrated ability to lead, mentor, and develop high-performing teams.

- The ability to demonstrate value is a key communication skill for this role. Process-oriented mindset.