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 Saa S 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 Yo Y

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