Customer Success

Job Purpose

Responsible for a broad range of tasks such as maintaining ongoing customer relationships for Data center and cloud services by implementing cloud success programs, contributing to cloud sales, onboarding, and training clients, and minimizing churn. Responsible to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Role Description

Key Responsibilities

.Manage the day-to-day operations of a Customer Success for self and team for Cloud & Data centre Colocation.

.Take ownership and accountability for ensuring customer retention and growth, customer satisfaction, and contract renewals within the assigned customer portfolio

.Partner with Sales managers & BD to maximize account growth opportunities by playing a collaborative role on the account team and helping to drive incremental opportunities upon contract renewal

.Uncover and know any risk that threatens the customer's satisfaction, scalability, or renewal conceive and execute mitigation plans for all risks.

.Follow and adhere to best practices for all internal processes including, but not limited to, Account Management, Enablement, Onboarding, Adoption.

.Drive financial and strategic targets for minimizing churn, positioning favourable terms, and boosting incremental revenue via up-sells, cross-sells, and add-ons

.Work closely with Sales head in defining/ re-define/ fine-tune current strategic account plans including areas for improvement, and opportunities

.Identify gaps/risks early and establish mitigation strategies (both technically & with regards to resources)

.Evaluate project requests to create cost estimates and resource plans for the customer success function

.Identify market trends, client pain points, and client buying behaviours & create value propositions that respond to the client's value drivers

.Hands-on experience in designing and implementing strategic processes/playbooks

Qualifications and Experience

EDUCATIONAL QUALIFICATIONS: (degree, training, or certification required)

BE/B-Tech or equivalent with Computer Science or Electronics & Communication or Electrical Engineering

MBA-Marketing is preferred

RELEVANT EXPERIENCE: (no. of years of technical, functional, and/or leadership experience or specific exposure required)

.15+ years of experience in a customer-facing role with at least 4 years in Customer Success for cloud/DC Sales

.Proven strategic consulting, project management, client relationship management, team management & planning experience in IT services.

.Experience of servicing complex technology products

.Empowered to take accountability for Customer's success and overall service and support relationship.

.Experience of at least 3 years of directly managing a high performing team or Hire, build the customer success team from the ground up

.Solid communication skills - competent at providing clear and concise guidance through emails, over the phone, or in person with a casual and confident tone

.Ability to develop, implement, monitor, and drive customer success account plans manage a portfolio of multiple customer projects running simultaneously manage accounts in steady state or maintenance mode

.Obsessed with Quality Outcomes, NPS scores, CSAT scores.