Head of Service Delivery
3 months ago
We are currently hiring for "Head of Service Delivery & Customer Success" with a leading technology startup based out in Hyderabad.
Job Description :-
- Define and drive Customer Success strategy, mission and objectives.
- Drive process and organizational transformation to ensure customers achieve success.
- Be a single point of contact of escalation for any post go-live customer related issues.
- Work closely with Professional Services and Customer Support to ensure customer satisfaction in implementations and post go-live support.
- Develop business understanding of our products and capabilities and how they are used to address our customer’s use cases, processes and pain points.
- Work closely with Products & Innovation and provide customer insights for roadmap development, and drive adoption of enhancements in their customer portfolio.
- Monitor the progress of customer usage metrics and escalate and resolve low or declining adoption.
- Negotiate contract renewals, price increases and amendments as necessary.
- Maintain customer related data for their accounts in CRM tool
- Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback.
- Identify opportunities for customers to act as advocates (e.g. testimonials, case studies, upcoming Product feature reviews).
Key Requirements :-
- 10+ years of Customer Success Manager experience for a SaaS organization, or equivalent combination of Customer Consultant experience.
- Advanced degree is a plus; or equivalent combination of education, training, and experience (MBA preferred)
- Knowledge and experience working with Supply Chain Management (SCM) or Enterprise Asset Management (EAM) software as a user or consultant.
- Industry or consulting experience in oil/gas, chemicals, mining, or manufacturing industries.
- Demonstrated ability to drive process improvement and organizational transformation within an assigned customer portfolio
- Experience in working with complex, multi-divisional, multi-geographical customers.
- Proactive and action oriented, not afraid to escalate to senior leaders for help.
- Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services).
- Ability to influence cross-functionally as an advocate for your customers.
- Demonstrated customer portfolio revenue growth YoY
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