Description:
Responsibilities:
- Develop and implement a comprehensive, data-driven strategy for customer success that aligns with the company's broader objectives of customer engagement and retention. Advocate for customer needs in cross-functional planning, ensuring our software evolves to meet market demands and customer expectations.
- Design and manage the end-to-end customer experience journey, focusing on optimizing every touchpoint—from onboarding and training to ongoing engagement and support. Leverage advanced analytics to continuously improve the digital experience, ensuring customers are equipped to maximize the value of our social media management platform.
- Utilize sophisticated data analytics and machine learning models to predict customer behavior, identify churn risks, and uncover growth opportunities. Develop robust frameworks for measuring customer health scores, net promoter scores (NPS), and other key performance indicators (KPIs) to provide actionable insights and drive strategic decisions.
- Lead collaboration efforts with Product, Sales, Marketing, and Development teams to drive customer-centric product enhancements, feature development, and go-to-market strategies. Foster a culture of innovation by integrating customer feedback into the product development lifecycle and identifying opportunities for technological advancement.
- Build and mentor a high-performing Customer Success team, setting strategic objectives, fostering continuous learning, and developing future leaders. Implement comprehensive training programs and workshops to enhance team capabilities, ensure goal alignment, and drive consistent delivery of exceptional customer support and experience.
- Drive revenue growth through strategic upsell, cross-sell, and customer expansion initiatives, aligning financial outcomes with company goals. Proactively manage potential risks to customer relationships by developing and executing mitigation strategies, establishing clear escalation protocols, and ensuring timely and effective resolution of high-impact customer issues.
Requirement:
Minimum 4 years of experience in a related field/industry.