Neeyamo - Head - Customer Success

Head of Customer Success (Account Management).

- Our Customer Success Leader is responsible for developing customer relationships that promote. retention and loyalty.

- The job requires to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

- Will also be responsible for team building, team development and driving high performance.

Job Description:

- We are looking for outcome driven, people-oriented Customer Success Leader.

- Duties will include a broad range of tasks such as maintaining ongoing customer relationships, building and nurturing a high performance team.

- Implementing success programs, contributing to revenue growth through account mining and portfolio expansion are an integral part of the job.

- Enabling client delight through strong governance controls ensuring renewals as well being able to work across departments to enable common outcomes are necessary.

Key Activities:

- Build and track accurate revenue forecasts from existing customers.

- Ensure timely collections and consistent reduction in AR.

- Work closely with team to ensure client satisfaction and build references.

- Enhance and develop individual team members to reach their potential.

- Build Quarterly Business Reviews by coordinating across departments.

- Run and manage Customer Surveys to get CSAT scores and provide analysis to management.

- Hold product demonstrations for customers.

- Improve onboarding processes.

- Handle and help track and resolve customer requests and complaints.

- Ensure renewals for customers.

Qualification:

- MBA from top-tier school, with proven experience in managing large accounts and team handling.

- 15+ years of experience preferred.

- Prior experience in IT/ITES industry is a plus.

- Skills / Traits Needed for Job.

- Highly organized and able to multi-task.

- Self-driven and proactive nature.

- Excellent communication and interpersonal skills.

- Mentor teams to deliver exceptional results.

- Quick learner and ability to learn new software/platform.

- Knowledge of customer success processes.

- Experience in document creation.

- Patient and active listener.

Passion for service.

Location : Pune/ Chennai.

Travel Need: Yes.

Shift Availability: Flexible.