Director - Customer Success (15-20 yrs)

Customer Success Management - Head India Business.

The Impact you will create in the Job:

- The leader will own the full responsibility for organic growth and inorganic growth of strategic accounts, new accounts balancing well on the nature of time/effort/ results that is needed to ensure the success of the customer. The leader is expected to have a balanced approach toward all customer and ensure that each stakeholder managing the team are getting the right amount of care for success.

- The leader will be working across the organization to get his or her success- a matrix workload will involve working with engineering, support, sales, and other functions to get things done.

- CSAT and NPS are critical metrics and Churn is something Netcore prefers to be zero, hence the leader will have these as metric measurements on a monthly basis.

- You will drive client retention, customer satisfaction, upselling and cross-selling.

- Understand technical roadblocks and make recommendations on solution implementation and core integrations to clients using Netcore to overcome them

- You will be the voice of the customer when engaging with internal teams

- Collaborate with a team of experienced professionals and driving them in the marketing automation space towards value-based selling with a customer-centric approach.

- Maintaining and expanding on excellent executive client relationships as well as building strong internal relationships across the departments to deliver superior performance.

- Investigate the core of the problem and suggest a long-term solution to it.

- Work on sales strategy in generating and developing business growth opportunities, creating new opportunities.

- Focus on Growth + Engagement + Integration

- Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption

- Monitoring and managing the accounts to ensure higher ROI for the clients and extending end-to-end support throughout the customer lifecycle.

What we look for?

- Transformational talent who shows leading attributes of Problem solving, Efficiency, Passion and Self direction.

- A true partner and a concierge for our clients who can go out of his/her way to meet their KPIs.

- Understanding of roles and responsibilities within organizations to understand who does what at a high level to involve the right people, at the right time

- Strong analytical skills, in-depth knowledge about the communication channels and the marketing automation space.

- Build and maintain relationships internally and externally with ease and manage expectations.

- 15- 20 years of experience in a client-facing/account management role

- Business savvy approach with consultative, problem solving, and issue resolution skills and works calmly under pressure.

- Self-motivated, Self-starter and strategic mindset, quick learner.