Replicon Software (India) Pvt Ltd
Replicon is looking for an experienced leader, with experience between 10 years and 14 years, who excels at growing teams and handling large customers. The Manager, Customer Success Management will manage the team that resolves technical issues across all of our vertical markets. The CSM team will also handles C-level conversations with our largest customers. This CSM Leader will play a major role in the success of our customers and our teams.
Hires, onboards, and nurtures a new Customer Success team by recruiting, selecting, orienting, training, assigning, scheduling, coaching,
and counseling new and existing customer success managers; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; continuously enhancing and streamlining policies and procedures.
Leads the customer success managers to deliver on goals for their assigned accounts, and assess and improve overall and specific customer performance via daily review and action via the CSM application: user adoption % to goal, NPS actual to goal, customer health index actual to goal, identification of upsell/ cross-sell opportunities, customer lifetime value (CLTV) to goal, churn mitigation % to goal, and renewal % to goal.
Observes patterns, via the CSM application, in customer usage, power user behavior, subscription consumption, on-boarding results, and customer/ user behavior prior to renewal. Works with CSM team, marketing, professional services, and product to develop and implement set one-to-one and one-to-many onboarding, adoption, retention, nurture and expansion actions ( plays ) that drive the desired result in a simple, repeatable, and scalable manner.
Achieves Customer Success objectives by contributing customer usage and health information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer success standards; resolving problems; completing customer audits and business reviews; identifying qualitative and quantitative customer usage trends; determining system improvements; implementing change.
Determines customer success requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; bench-marking best practices; analyzing information and applications.
Improves customer success quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change.
Bachelor s degree in Business/ Engineering or related field. Advanced degree preferred
10-14 years increasing experience managing individuals and managers
Prior experience in Customer Success Management for a cloud-based application company
Experience in leading strategic, cross-organizational programs to positively impact customer experience
Experience in developing and inspiring customer-facing teams
Experience dealing directly with customer CEO/ CFO level staff
Metrics driven with strong analytical skills, including in depth data analysis
Must be a self-starter, analytically-minded, have a bias for action and be able to drive for results
Must be able to see through complexity to find the best and simplest path forward,
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