Job InformationBroad outline of the Role- Drive Customer Success through enhanced customer experience with the objective of protecting and enhancing revenue through effective renewals, churn mitigation and driving adoption and consumption of services. This is a tactical role which contributes in defining the direction of the operating plans based on the business strategy, with a significant mid-term impact on business unit's overall results.
Minimum Qualifications & Experience- Bachelor's and/or equivalent experience. MBA or equivalent preferred
- 7-12 years of enterprise sales or service management experience.
Other Knowledge & Skills- Extensive experience in building executive relationships with key customer stakeholders.
- Finance understanding, ability to review PandL, construct and report against business cases
- Contracting knowledge, ability to read and understand terms and conditions
Key ResponsibilitiesOwn the customer contract onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholdersDefine Customer Engagement and governance model along with the customerDrive service adoption by understanding usage and establishing predictive capacity and trending.Ensure the customer success parameters and matrix as agreed during the onboarding phase are being realized as per mutual agreement and expectation.Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of CustomerDefine a clear renewal and retention strategy for the allocated accounts and orchestrate the execution of the strategyManage service Credits, handle contractual obligations, dispute resolution..Base Salary Range: $96,000 - $126,240. The salary may be adjusted within this range based on the candidate's qualifications, experience, and the specific needs of the position
Benefits Summary: We offer Medical, Dental and Vision Coverage, as well as a 401k plan, and paid leave under our policies.
Other Compensation: The position is eligible to participate in a sales-based incentive program
