Vice President - Enterprise Sales - IT - IIT/NIT/BITS

Job title: Vice President - Client Success

Experience: 20+ years of experience in commensurate role and Industry

Key Responsibilities

1. Leadership and Strategy:

- Customer Success Vision: Define and execute the strategic vision for customer success, ensuring alignment with company objectives and growth initiatives.

- Team Leadership: Lead, inspire, and scale a high-performing customer success team. Build a culture of customer-centricity and continuous improvement.

- Cross-Functional Collaboration: Work closely with Sales, Marketing, Product, and Engineering to ensure the voice of the customer is heard and incorporated into product and service offerings.

- KPIs and Metrics: Establish and track KPIs for customer success, including Net Revenue Retention (NRR), Customer Lifetime Value (CLV), churn rates, adoption metrics, and customer satisfaction scores.

2. Customer Lifecycle Management:

- Onboarding & Implementation: Oversee a smooth and efficient customer onboarding process, ensuring quick time-to-value and high customer satisfaction from the start.

- Customer Education and Training: Ensure customers are well-educated on the benefits, features, and best practices of micro-segmentation technology, enabling them to utilize the platform to its full potential.

- Customer Health Monitoring: Proactively monitor customer accounts to identify potential risks or opportunities for expansion. Establish early warning systems for at-risk accounts.

- Renewals & Expansion: Lead efforts to drive renewals, contract expansions, and upsells while maintaining strong relationships with customers. Identify cross-sell and up-sell opportunities and collaborate with Sales to closure.

3. Customer Retention and Relationship Management:

- Relationship Building: Cultivate strong, trusted relationships with key customer stakeholders, mainly executive-level sponsors and decision-makers.

- Problem Resolution: Lead the team in resolving customer issues and concerns, ensuring that all interactions are handled promptly, professionally, and with a customer-first mindset.

- Customer Advocacy: Establish customer advocacy programs, ensuring that happy customers become strong references and advocates for the company's products and services.

4. Process Improvement & Innovation:

- Feedback Loop: Establish mechanisms for capturing customer feedback and translate this into actionable insights that drive product innovation and service improvements.

- Continuous Improvement: Regularly assess and improve internal processes to optimize customer success operations and enhance customer experiences.

- Technology Adoption: Champion the adoption of tools and technologies like Salesforce, Totango, Zoho, etc. that enhance customer success management.

5. Reporting & Analytics:

- Reporting: Regularly report on the health and progress of customer accounts, including success metrics and any strategic insights. Present findings to the executive team, providing actionable recommendations for improvements.

- Data-Driven Decisions: Utilize data and analytics to make informed decisions about account strategies, customer interactions, and resource allocation.

Qualifications:

Education & Experience:

- Education: Bachelor's degree (Engineering) from Top institutes. Master's degree in management will be a distinct advantage.

- Experience: Extensive experience in customer success, account management, or related roles with at least 20+ years in a leadership position. Experience in B2B SaaS or cybersecurity, particularly in micro-segmentation or network security solutions, is highly preferred.

- Proven Leadership: Demonstrated success in building and leading high-performing teams. Ability to motivate, mentor, and develop employees to achieve their best.

- Customer-Centric: Strong understanding of customer success best practices, with a deep focus on customer satisfaction, retention, and growth.

Skills & Competencies:

- Strategic Thinking: Ability to think long-term and align customer success strategies with business objectives.

- Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex concepts to both technical and non-technical stakeholders.

- Analytical Skills: Strong analytical skills and experience using data to drive decision-making and process improvements.

- Problem-Solving: Strong problem-solving abilities with a focus on creating win-win outcomes for customers and the company.

- Industry Knowledge: In-depth understanding of micro-segmentation, cybersecurity, cloud security, and related technologies.

- Customer-Focused Mindset: Passionate about delivering exceptional customer experiences and solving customer problems.