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Head Customer Success
MTAP Technologies
posted 23d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Advocating for the company/product by highlighting to customers how their needs can be met.
- Onboarding new customers and educating them on how to use the product.
- Following up on renewals to reduce the risk of one-time users.
- Encouraging upsells and cross-sells in order to increase the customers lifetime value.
- Building relationships between customers and the support team to solve small, short-term issues.
- Being the voice of the customer and communicating their needs to the right departments.
- Ensure a customer-centric focus across all business functions.
- Deliver and communicate ROI throughout the customer lifecycle.
- Ensure the company delivers exceptional account management and customer experience.
- Automate processes to ensure effectiveness and efficiency.
- Deliver an outstanding onboarding experience to create immediate customer stickiness.
- Ensure effective and relevant customer communication via account-based marketing.
- Grow revenues via upsell and cross-sell opportunities.
- Deliver consistently low churn metrics and drive contract renewals.
- Work closely with sales, product, finance, marketing, and services teams.
- Have B2B SaaS experience and have a passion for a fast-growing technology company.
- Any experience of data, insight or business information related software is an advantage.
- Experience in working with complex, multi-divisional, multi-geographical customers.
- Strong leadership skills.
- Impressive executive presence and communication abilities.
- Ability to create structure in ambiguous situations and design effective processes.
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing,
- Services).
- Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
- Leading ongoing reviews of business processes and developing optimization strategies.
- Performing requirements analysis.
- Documenting and communicating business requirement analysis.
- Effectively communicating insights and plans to cross-functional team members and management.
- Gathering critical information from meetings with various stakeholders and producing useful reports.
- Working closely with clients, tech team, and managerial stakeholders.
- Providing leadership, training, coaching, and guidance to junior stakeholders.
- Allocating resources and maintaining cost efficiency.
- Ensuring solutions meet business needs and requirements.
- Updating, implementing and maintaining procedures.
- Prioritizing initiatives based on business needs and requirements.
- Serving as a liaison between stakeholders and users.
- Client Support for technical or functional requirements
Employment Type: Full Time, Permanent
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based on 58 employees
Flexible timing
Monday to Friday
No travel
Day Shift
MTAP Technologies Benefits
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