Senior Manager/Head - Customer Success - IOT/EV/Technology Sector

Description:

Responsibilities:

Client Engagement:

- Ensure day-to-day deep engagement with key clients, fostering strong, collaborative relationships, and collecting feedback and testimonials.

- Handle escalations for key accounts with a focus on timely and effective resolution.

- Oversee the onboarding of new clients.

- Create and manage client training sessions, equipping clients with the knowledge and tools to maximize product value.

- Build strong, long-term relationships with clients, fostering loyalty and brand advocacy.

- Guide Customer Success Managers (CSMs) to dynamically collect insights and maintain high standards for continuous improvement. Help them lead critical discussions with clients.

- Conduct tight and supportive team iteration discussions to address and refine customer service processes.

- Develop and manage Key Performance Indicators (KPIs) for team performance, account penetration, and customer satisfaction

Strategy:

- Strategize account expansion and revenue growth by deepening client engagement with targeted upsell and cross-sell strategies, aligning offerings with client goals.

- Use analytics to focus on high-growth accounts, manage renewals, and reduce revenue leakage.

- Collaborate with product teams to integrate client feedback, enhancing product relevance and supporting loyalty.

Behavioural Traits:

Solution-oriented and hands-on, ready to address challenges as they arise, with the ability to connect with clients and teams effectively.

Requirements:

- 7+ years in customer success management, preferably within the IoT, automotive, or technology sectors.

- Highly customer-centric, with a strong focus on stability and resolution in client engagements.

- Strong verbal and written communication skills, adept at connecting with clients and internal teams.

- Approachable, acting as a guiding resource for both clients and team members. Communicative and transparent

- Organized and detail-oriented, capable of managing multiple accounts without compromising on quality.

- Skilled in resolving complex customer issues with professionalism and sensitivity.

- Flexibility to thrive in a fast-paced environment, balancing multiple client engagements effectively.