Manager Customer Success onsite
Manager Customer Success onsite
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Job Description
The Manager Customer Success will be responsible for the managing CSA Teams in CoE CSA teams performance prioritizing leadership requirements and activities will be responsible for Customer Success team in India . You will proactively engage with our customers to ensure they realize value from our products and solutions leading to both revenue retention and new revenue opportunities. Our ideal candidate can identify needs communicate effectively and ultimately exceed client expectations. The successful candidate has a blend of visionary and analytical skills.
Work timings and location:
Eastern shift timings (5:00 PM to 2:30 AM IST)
Work from office Hyderabad location
Responsibilities:
- 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 strong 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 within 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.
- 1013 years of overall industry experience including 7 years in Customer Success Account Management and Renewals.
- Proven experience managing Customer Success teams of approximately 10 members directly.
- 5 years of experience in managerial roles.
- Experience working in largescale organizations with diverse teams and processes.
- Excellent analytical critical thinking problemsolving interpersonal and relationshipbuilding skills.
- High attention to detail with working knowledge of reporting and analytics solutions.
- Strong knowledge and experience in CSA (Customer Success Associate) activities.
- High level of agility and ability to manage change effectively.
- Demonstrable ability to communicate present and influence credibly and effectively at all organizational levels including executive stakeholders.
- Experience improving customer experience and driving increased retention and growth.
- Proven track record of managing and leading Customer Success teams while dealing with global clients.
- Expertise in team building coaching and developing talent within Customer Success.
- Strong leadership and team management skills.
- Experience managing large volumes of uncovered or lowtouch customers is desirable.
- Proficiency with Salesforce: The Customer Company or experience with any CRM tool.
- Experience working in a software company particularly in renewals retention or customer success departments.
- Handson experience in resolution and escalation management.
Qualifications :
- Bachelors Degree preferably in business or a related field.
- 1013 years of overall industry experience including 7 years in Customer Success Account Management and Renewals.
- Proven experience managing Customer Success teams of approximately 10 members directly.
- 5 years of experience in managerial roles.
- Experience working in largescale organizations with diverse teams and processes.
- Excellent analytical critical thinking problemsolving interpersonal and relationshipbuilding skills.
Additional Information :
Additional Information
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team InsightSoftware (wistia.com)
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team InsightSoftware (wistia.com)
Background checks are required for employment with insightsoftware where permitted by country state/province.
At insightsoftware we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
