Customer Success Head

About the Role

ResponsibilitiesClient Engagement

Ensure day-to-day deep engagement with key clients, fostering strong, collaborativerelationships, 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 andtools to maximize product value.Build strong, long-term relationships with clients, fostering loyalty and brand advocacy.

Team Mentorship and Development

• 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 Intellicars 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 productrelevance 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, ortechnology sectors.
• Highly customer-centric, with a strong focus on stability and resolution in clientengagements.
• Strong verbal and written communication skills, adept at connecting with clients andinternal 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 withoutcompromising 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.