The Manager - Customer Success will be responsible for the managing CSA Teams in CoE, CSA team’s 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 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:
- Bachelor’s Degree, preferably in business or related field
- Has 10-13 Years of overall experience in the industry with 7+ years relevant experience in Customer Success, Account Management and Renewals
- Has working experience of Managing Customer Success Teams of size ~10 directly
- Working experience in managerial roles 5+ years
- Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills
- High level of attention to detail, working knowledge with reporting and analytics solution
- Strong knowledge/experience of CSA activities
- High level of agility and ability to manage change.
- Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive.
- Experience improving customer experience and driving increased customer retention and growth.
- Proven track record of managing and leading Customer Success teams and Working experience in dealing with global clients.
- Experience in Building Teams, Coaching and developing talent Customer Success subject matter.
- Has Strong Leadership and Team Management skills
- Experience in Management of large volumes of Uncovered / Low touch customers in desirable
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Salesforce: The Customer Company or any CRM experience
- Experience working for a software company in the renewals, Retention or customer success department.
- Experience that included resolution and escalation management
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.
