Info Edge - Associate Vice President/Vice President - Customer Success - Employer Branding & DEI Initiatives (10-15 yrs)

About Info Edge:

- InfoEdge's mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers.

- At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent.

- Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our products.

- We need a senior executive to own and drive success for our customers. 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.).

Responsibilities:

Drive Customer Success Outcomes:

- 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

- Drive Customer Advocacy

- Responsible for MBR and QBRs

Define and Optimize Customer Lifecycle:

- 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

- Learn from best practices in industry

Manage Customer Success Activities:

- Onboarding

- Training

- Customer Support

- Customer Success Management

- Renewals

- Cross-sell / Up-sell

Measure Effectiveness of Customer Success:

- Define operational metrics for team

- Establish system for tracking metrics

- Create cadence for review within team

- Expose subset of metrics to executive team and the company

Inspire Customer Success across EB Business:

- Create business-wide culture of Customer Success

- Align with product and sales teams for solutioning for new and existing clients

- Align with Product around driving product roadmap and GTM

- Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

- Align with Executive Team around key metrics and objectives

- Drive company-wide definition of ideal customer

- Create company-wide customer feedback loop

Required Experience/Skills:

- 10+ years of experience in leading customer-facing organizations

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

- Ideally combined background of post-sale and sales experience

- Strong empathy for customers AND passion for revenue and growth

- Deep understanding of value drivers in recurring revenue business models

- Analytical and process-oriented mindset

- Demonstrated desire for continuous learning and improvement

- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills

- Master's Degree