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Head Customer Success
MTAP Technologies
posted 4d 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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What people at MTAP Technologies are saying
What MTAP Technologies employees are saying about work life
based on 67 employees
Flexible timing
Monday to Friday
No travel
Day Shift
MTAP Technologies Benefits
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