Talentiser | Head of Service Delivery

1 month ago

hyderabad, India Talentiser Full time

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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