Director- Strategic Account Growth

The role involves direct interaction with existing customers to enhance their customer experience, drive customer retention, and introduce them to new products and services that elevate their overall customer experience. You will be responsible for developing and implementing strategies to maximize customer retention and Net Revenue Retention (NRR). Cultivating lasting relationships with customers, onboarding them to new services and products, and driving customer success metrics in retention and expansion will be key aspects of your role. Your responsibilities will include conducting regular business reviews with clients to ensure top-notch customer experience and continuous delivery of value. Collaborating with various cross-functional teams such as product, support, and marketing to address customer concerns and drive continuous customer engagement will also be part of your duties. Key Result Areas (KRAs) include driving customer engagement by influencing senior management on new tools and solutions, identifying product usage gaps, and building value-based relationships with customers. You will be expected to conduct Strategic Business Reviews, establish development goals, and drive desired customer outcomes through a consultative approach. Furthermore, driving expansion by maintaining effective relationships with a defined customer base, identifying new sales opportunities, and ensuring customer retention by aiding renewal closures will be crucial. Identifying upselling and cross-selling opportunities, as well as additional business use cases for the product, will also be part of your responsibilities. In terms of achieving advocacy, you will liaise with internal teams to communicate customer feedback and enhance all Customer Success initiatives. Externally, you will work with customer operations and marketing teams to execute customer surveys, case studies, and drive customer advocacy through reviews, testimonials, and customer meetups. Key Performance Indicators (KPIs) for this role include Average CSAT Reference Activities for advocacy contribution, the number of upsell/cross-sell opportunities qualified for revenue contribution, QBR/MBR for health overview metrics, and renewals for transactional excellence.,