- Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
- Coach & Mentor teams in performing their duties effectively.
- Lead and Manage Customer Success teams and provide them guidance & mentorship.
- Develop & implement strategic plans for Customer Success in alignment with overall business objective.
- Identify of Process improvements and bringing efficiency
- Act as solid advocate for customers and ensure that their needs & concerns are addressed effectively.
- Monitor team performance and take corrective actions.
- Implement career development and growth opportunities for team members.
- Hire Talent according to needs & groom them to succeed.
Goals:
- Retained Revenue
- 95% Case Resolution should be resolved with-in 30days
- Improve on First Contact Resolution time
- Adherence & Measure internal SLA and Quality Audit
- Keep attrition below 15%
- Accurate forecast for each quarter that is within 5% of the GRR, RRR
- Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR
Requirements:
- Bachelors Degree, preferably in business or a related field.
- 10-13 years of overall industry experience, including 7+ years in Customer Success,