Info Edge - Vice President - Customer Success - DoSelect

About DoSelect:

- DoSelect was founded in 2015 to bring data driven intelligence to recruiting and learning teams for organizations. Today we're helping them solve one of their biggest challenges with our assessment platform. Along with our customers we're re-imagining how companies hire and re-skill/up-skill their employees. We have been acquired by InfoEdge Ltd (parent of Naukri.com) and have around 2200+ enterprise customers.

- Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our products. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Responsibilities:

Drive Customer Success Outcomes:

- Increase renewal rates and reduce churn

- Expand our revenue in accounts through cross-sell and up-sell

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

- Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle:

- Map customer journey

- Develop listening points in journey (e.g., usage, satisfaction, etc.)

- Standardize interventions for each point in journey

- Define segmentation of customer base and varying strategies

- Identify opportunities for continuous improvement

- Learn from best practices in industry

- Manage Customer Success Activities

- Onboarding

- Training

- Customer Support

- Customer Success Management

- Renewals

- Cross-sell / Up-sell

Measure Effectiveness of Customer Success:

- Define operational metrics for team

- Establish system for tracking metrics

- Create cadence for review within team

- Expose subset of metrics to executive team and the company

Inspire Customer Success Across Company:

- Create company-wide culture of Customer Success

- Align with Marketing around marketing to existing clients

- Align with Product around driving product roadmap

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

- Align with Finance around measurement and forecasting

- Align with Executive Team around key metrics and objectives

- Drive company-wide definition of ideal customer

- Create company-wide customer feedback loop

Required Experience/Skills:

- 10+ years experience in leading customer-facing organizations

- Ability to manage influence through persuasion, negotiation, and consensus building

- Ideally combined background of post-sale and sales experience

- Strong empathy for customers AND passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills

- Relevant Bachelor's degree; preference for computer science or related degrees