customer success head in bengaluru / bangalore

posted
contact
randstad india
position type
permanent
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posted
location
bengaluru / bangalore
function
Retail
position type
permanent
experience
15
reference number
64947
contact
randstad india

job description

customer success head in bengaluru / bangalore

About the role: We are looking for the Head of Customer Success. This role is meant to be the voice of customer inside the organization - identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions towards an excellent customer experience. The role is a unicorn role and as such the ideal candidate is expected to deliver the following: responsible for existing client revenue and owning the churn rate, build a happy client profile and thereby create successful case studies •Design and implement a customer success framework•Design KPIs & SLAs for customer support functions like tech support, CRM, retail operations & logistics to deliver an excellent client experience•Create customer feedback loops within the organization to foster a company-wide culture of customer success•Conduct in-depth interactions with customers via customer advisory boards & business reviews; Provide inputs for the product roadmap to ensure continued success with customers•Manage customer escalations & mobilizing resources across the company as needed•Own targets for existing revenue streams growth•To oversee operational excellence across retail operations, logistics and customer support to solve for on-ground challenges•Liaise with product management and tech support teams to ensure client requirements are met & the right expectations are communicated back to the client•Liaise with sales to provide inputs for scale up, cross-sales or churn threats inside the account•Communicate product roadmap, new feature launches and other updates to the client•Joint-business planning with customers to project brand business numbers, channel expansion plans, etc. Ideal Candidate profile:✔ Understanding of retail and its pain points✔ 10+ years of relevant work experience in setting up and owning customer success charter preferably within a B2B SaaS organization✔ Demonstrated leadership capabilities of 6+ years as a thought partner with customers, cross-functional experiences, & leading teams✔ Brings demonstrated systems and process thinking capabilities and a solution-oriented mindset✔ Proven ability to lead people internally and externally to drive outcomes✔ Ability to liaise cross-functionally between technology, customer support, & operations functions✔ Ability to implement highly quantitative approaches to measuring success including understanding, measuring, and forecasting customer success metrics & revenue ✔ Ability to work globally across geographies and cultures

skills

Customer success, revenue churn

qualification

B.E/B.Tech