Manager customer success

About Us:

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

Location : Hyderabad

Work Mode : WFO

Shifts : Eastern Shifts (5.30pm to 2.30am IST)

Experience : 10-14Years

Responsibilities:

• Work closely with Customer Success functional leadership to drive prospecting strategies and AT RISK Management and Renewal Management
• Coach & Mentor teams in performing their duties effectively.
• Lead and Manage Customer Success teams and provide them guidance & mentorship.
• Develop & implement strategic plans for Customer Success in alignment with overall business objective.
• Identify of Process improvements and bringing efficiency
• Act as strong advocate for customers and ensure that their needs & concerns are addressed effectively.
• Monitor team performance and take corrective actions.
• Implement career development and growth opportunities for team members.
• Hire Talent according to needs & groom them to succeed.

Goals:

• Retained Revenue
• 95% Case Resolution should be resolved with-in 30days
• Improve on First Contact Resolution time
• Adherence & Measure internal SLA and Quality Audit
• Keep attrition below 15%
• Accurate forecast for each quarter that is within 5% of the GRR, RRR
• Work toward renewals and achieve or exceed plan of 92.5% GRR and 96% ARR

Requirements:

• Bachelor’s Degree, preferably in business or related field

• Has 10-13 Years of overall experience in the industry with 7+ years relevant experience in Customer Success, Account Management and Renewals
• Has working experience of Managing Customer Success Teams of size ~10 directly
• Working experience in managerial roles 5+ years
• Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills
• High level of attention to detail, working knowledge with reporting and analytics solution
• Strong knowledge/experience of CSA activities
• High level of agility and ability to manage change.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive.
• Experience improving customer experience and driving increased customer retention and growth.
• Proven track record of managing and leading Customer Success teams and Working experience in dealing with global clients.
• Experience in Building Teams, Coaching and developing talent Customer Success subject matter.
• Has Strong Leadership and Team Management skills

• Experience in Management of large volumes of Uncovered / Low touch customers in desirable
• Salesforce: The Customer Company   or any CRM experience
  • Experience working for a software company in the renewals, Retention or customer success department.
  • Experience that included resolution and escalation management

Additional Information

All your information will be kept confidential according to EEO guidelines.

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.