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Associate Director- Customer Success (SaaS)
Retail Industry
Associate Director- Customer Success (SaaS)
Retail Industry 's logo

Associate Director- Customer Success (SaaS)

at Retail Industry

Agency job
8 - 12 yrs
₹15L - ₹26L / yr
Hyderabad, Panaji, Bengaluru (Bangalore)
Skills
Customer Success
Customer Relationship Management (CRM)
SaaS
Account Management
Key account management
Client Servicing
Client Management
Team Management
Team Service Management
Enterprise Resource Planning (ERP)
ERP management
Retail
Retail operations
Retail management
Loyalty program
OMS
POS
Logistics
Logistics management
Warehouse Management System (WMS)
Oracle WMS
Oracle ERP
SAP ERP

REVIEW CRITERIA:

MANDATORY:

  • Strong Customer Success, Large account management Profile
  • Must have 5+ YOE in Customer Success, Account Management, or Client Relationship in a SaaS environment.
  • Must have 3+ YOE in Team management
  • Must have expertise in managing and ensuring long-term satisfaction and growth with the enterprise-level customers,
  • Must be proficient in CRM and customer success tools
  • Candidate for Hyderabad should know 1 more South Indian language (Tamil, Kannada, Malayalam) other than Telugu


PREFERRED:

  • Retail, Manufacturing or FMCG
  • Candidates for Hyderabad knowing any other south Indian language apart from Telegu


ROLE & RESPONSIBILITIES:

  • Build and maintain strong relationships with key stakeholders within assigned high ticket accounts.
  • Serve as the primary point of contact for strategic customers, ensuring their needs are met and expectations are exceeded.
  • Develop and execute customer success plans, including onboarding, training, and ongoing support.
  • Proactively identify and address customer challenges, providing solutions and recommendations to drive customer success.
  • Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience.
  • Conduct regular business reviews with customers to review performance, identify areas for improvement, and present new opportunities.
  • Monitor customer health metrics and proactively address any red flags to prevent churn.
  • Act as a customer advocate, providing feedback and insights to internal teams to drive product enhancements and improvements.
  • Stay up-to-date with industry trends and best practices in customer success management.


IDEAL CANDIDATE:

  • Bachelor's degree in Business Administration, Accounts, or a related field.
  • Minimum of 5 years of experience in a customer success role, preferably in a SaaS company.
  • Proven track record of managing and retaining high-value customers.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
  • Strong problem-solving and analytical skills, with the ability to identify and address customer challenges.
  • Self-motivated and results-oriented, with the ability to work independently and as part of a team.
  • Proficient in CRM software and other customer success tools.
  • Ability to travel as needed to meet with customers.
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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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