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Customer Success and Inside Sales

3 months ago

Gurugram, India Seventh Contact Hiring Solutions Full time

Key Responsibilities:

Customer Success Strategy:

Develop and implement comprehensive customer success strategies to enhance customer satisfaction and retention.

Work closely with key clients to ensure they are fully utilizing the potential of solutions, including all available modules and features.

Prepare SOP / Playbook for post sales support for each business based on current processes and identified pain points (in case SOP not already present internally) for each step of the customer journey

Define and track key performance indicators (KPIs) for customer success, such as Net Promoter Score (NPS), CSAT, customer retention rates, and customer lifetime value (CLV).

Collaborate with sales, marketing, and product teams to ensure alignment and drive customer-centric initiatives.

Customer Onboarding and Engagement:

Oversee the customer onboarding process to ensure a seamless and positive experience.

Develop & implement customer engagement programs to drive product adoption and usage

Define schedule and discussion areas template for proactive customer check in and new feature trainings template

Act as the Voice of the Customer within the company, advocating for customer needs and requirements.

Gather customer feedback and insights to inform product development and enhancements.

Increase in Qualified Sales Leads

Set clear performance expectations and hold the team accountable for achieving targets from inside sales.

Prepare SOP / Playbook for Inside Sales team basis current sales processes covering Prospecting, Qualifying, Discovery, Demo, Negotiation, Closure etc

Define performance KPI's for Inside sales team members such as Call to Connect ratio / Lead to Opportunity ratio / Opportunity to Deal ratio / Call to Deal ratio / Pipeline coverage / Sales achieved / Sales cycle time etc.

Guide the team on Objection handling, Negotiation, Closure and Feedback loop to Direct Sales team for required cases

Performance Management:

Monitor and analyze customer success and inside sales metrics, providing regular reports and insights to senior management.

Implement tools and processes to improve efficiency and effectiveness of the customer success and inside sales team.

Conduct regular performance reviews and provide ongoing coaching and feedback to the team.

Leadership and Team Management:

Lead, mentor, and develop a team of cross divisional customer success and inside sales managers and professionals.

Collaborate with the sales divisions and product teams to identify opportunities for upselling and cross-selling within existing accounts.

Assign POC's from other teams viz. Sales, Pre-sales, Marketing, Technical etc. for collaboration and feedback loop creation for CX team to share customer insights

Create training aids for the CX team - repository of training manuals, product spec sheets, record product demos, industry reports etc

Foster a positive, collaborative, and customer-centric team culture.

Innovation and Continuous Improvement:

Stay updated on industry trends, best practices, and emerging technologies in customer success and inside sales

Drive innovation in customer success and inside sales approaches and tactics.

Promote a culture of continuous learning and professional development within the team.

.

Desired Skills

Should hold an Engineering degree with 15-18 yrs of work experience. MBA preferred.

A successful candidate should have minimum of 8-10 years of customer success and inside sales experience, with at least 5 years in a leadership role.

Proven track record of improving customer satisfaction, retention, and growth in the technology sector.

Proficiency in CRM software and analytics tools to drive customer success and inside sales.

Has experience working with companies offering complex products, with a technical bent of mind.

Has experience in leading Inside sales teams on key KPI’s being Pipeline Creation, Sales Qualified Leads, and opportunity creation

Is able to drive the importance of pipeline creation amongst teams and drive the value of the sales enablement function

  • Strong understanding of product structure, implementation steps & timelines, and the role of integration.

Understands and anticipates customer needs and provides solutions

Experience in managing large and cross divisional matrix teams.

  • Excellent communication and presentation skills. Ability to build collaborative relationships
  • Strong interpersonal, leadership and the ability to work with diverse teams in multiple locations
  • Strong organizational skills, entrepreneurial drive and strong work ethics
  • Works well with others to achieve shared goals and Build strong, cross-functional relationships