Vice President

3 weeks ago

Noida, Uttar Pradesh, India RateGain Full time
Exploring the Role:   The Vice President of Customer Success is responsible for developing and executing strategies to drive customer retention, and growth. This is a leadership role for APMEA region and involves leading a team of Customer Success Managers and Directors. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). How your day will look like .You will: 1. Drive Customer Success Outcomes

Implementing a customer-first approach throughout the organization and demonstrating the value of customer success from a business perspective

Leading the growth charter by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the performance of the entire department.

Increase renewal rates and reduce churn

Expand our revenue in accounts through cross-sell and up-sell

Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

Drive new business growth through greater advocacy and reference-ability

2. Define and Optimize Customer Lifecycle

Pin down customer lifecycles, correctly set the reach-out process, channels, and touchpoints

Map customer journey

Develop listening points in journey (e.g.; usage, satisfaction, etc.)

Standardize interventions for each point in journey

Define segmentation of customer base and varying strategies

Identify opportunities for continuous improvement

  3. Manage Customer Success Activities

Onboarding, Training, Customer Support, Customer Success Management, Renewals, Cross-sell / Up-sell

Measuring, reporting, and analyzing others' reports on the effectiveness of the CS initiatives.

What will help you succeed in the role: While you will be given all the training required to be successful on the job, following are the few competencies you will need to accelerate your growth: Knowledge:

In-depth understanding of hotel distribution technology is preferred (including connection with OTAs, GDS, content etc.)

Deep understanding of value drivers in recurring revenue business models

Business development knowledge and, ideally, experience growing a business.

Education & Work Experience:

15-20+ years of experience growing the business with proven performance and specific revenue goal achievement.

Ideally combined background of post-sale and sales experience with a strong commercial acumen

Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.

Behavior:

Passion for learning

Adaptability and team work

Visionary mindset

Skills:

Strong empathy/obsession for customers AND passion for revenue and growth

Analytical and process-oriented mindset

Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.

Strong customer engagement skills with a proven track record of managing large teams

Abilities:

Ability to manage influence through persuasion, negotiation, and consensus building

Ability to read commercial contracts and understand legal clauses

Demonstrated desire for continuous learning and improvement

Equal Opportunity Employer

We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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