Customer Success Lead - IT (6-10 yrs)

Customer Success Lead

This role involves direct interaction with our existing customers to improve their customer experience, boost customer retention, and introduce them to new products and services that enhance their customer experience.

Outline of responsibilities :

- Develop and implement strategies to maximize customer retention and NRR.

- Cultivate lasting relationships with existing customers and onboard them to new services and products.

- Own and drive customer success metrics in retention and driving expansion

- Conducting regular cadences/reviews about business metrics, value metrics and strategic initiatives with clients to ensure top of the line customer experience and continuous delivery of value

- Collaborate with cross-functional teams(product, support, marketing etc) to address customer concerns and take initiatives for continuous engagement of the customer

KRA details :

Drive Engagement:

- Able to Influence Senior Management/Team on new tools/solutions/ideas.

- Get involved in the customer lifecycle post delivery through the duration of their subscription period

- Identify product usage gaps and provide actionable solutions to the customers

- Build value-based relationships with customers and create champions

- Conduct Strategic Business Reviews (EBRs and QBRs) to understand customer lifecycle milestones, communicate the value of our product,showcase ROI

- Drive desired customer outcomes through a consultative approach

- Establish development goals and desired success outcomes and then develop a plan to carry them out successfully

- Identify and Process Success milestones for the customers

- Participate in regular account reviews ensuring participation both from Kapture's stakeholders &customers key influences

Drive Expansion:

- Build and maintains effective relationships with a defined customer base to ensure a high level of satisfaction and increase revenues.

- Identifies, develops, and typically closes new sales opportunities within these logos.

- Ensure customer retention by aiding renewal closures

- Identify opportunities of upselling and cross-selling & booking revenue

- Identify appropriate additional business use cases where Kapture can be deployed

- Have a strong business sense to keep looking out for new use cases and solutions using our solution to create a win-win situation with customers

Achieve Advocacy:

Internal:

- Communicate and brain-storm with the product team on customer feedback and help refine product roadmap

- Optimize existing processes within the company and actively enhance all Customer Success initiatives

External:

- Work with the customer operations & marketing team to execute customer surveys, case studies, etc

- Drive customer advocacy through reviews, testimonials, customer meetups; and creating a center of excellence within the customer's organization

KPI's:

- Contribution header Details

- Advocacy

- Average CSAT

- Reference Activities (Case studies, Videos etc. ) with customers

- Revenue contribution No. of upsell / cross sell opportunities qualified

- Health overview metrics QBR/MBR

- Transactional excellence Renewals