Head Of Customer Success Job in Mtap Technologies Pvt Ltd

Roles and Responsibilities :

• Drive team strategy and execute superior customer success management to global customers
• Ensure integration of your team with other functions, such as sales, product, engineering, COE, and other customer success teams by defining touch-points, hand-offs, SLAs, etc.
• Handle customer and internal escalations and deal personally with difficult customer situations and issues. Work with the relevant teams to identify, prioritize and resolve customer issues in order to meet customer objectives and goals
• Define, track and improve operational metrics for effective CSM operations
• Feed Product Intelligence and Customer Intelligence to the product, engineering, COE, and customer success teams
• Continuously identify ways of process improvement and increasing productivity of the team
• Working with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction, and overall relationship
• Engaging regularly with customers via strategic and operational discussions to evaluate needs and strategic direction
• Looking for client handling and analytical skills
• Very strong in system process data
• Should be able to lead the regional customer success team