Senior Manager

Work timings and location:

• Eastern shift timings, (5:00 PM to 2:30 AM IST)
• Work from office - Hyderabad location

Job 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.
• Act as Single Pont of Contact for all Customer Success Teams in CoE

Requirements :

• Bachelor’s Degree, preferably in business or related field
• Has 13-17 Years of overall experience in the industry with 8+ years relevant experience in Customer Success, Account Management and Renewals
• Has working experience of Managing Customer Success Teams of size ~20 directly
• Working experience in managerial roles 7-10+ 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

Preferred qualifications:

• [http://Salesforce.com> or any CRM experience
• Experience working for a software company in the renewals or customer success department.
• Experience that included resolution and escalation management

KEY PERFORMANCE INDICATORS / GOALS:

• GRR of AT-RISK Uncovered Customers
• 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

Preferred qualifications:

• [http://Salesforce.com> or any CRM experience
• Experience working for a software company in the renewals or customer success department.
• Experience that included resolution and escalation management