Our client is a pioneering Software as a Service (SaaS) company specializing in supply chain solutions. Our cutting-edge technology empowers organizations to streamline operations, enhance efficiency, and drive growth in the fast-paced world of supply chain management.
Position Overview: We are seeking a dynamic and results-driven Head of Customer Success to lead our efforts in ensuring customer satisfaction, retention, and growth. As a vital member of our leadership team, you will be instrumental in driving our mission to provide exceptional value to our clients and solidify our position as a leader in the supply chain industry.
Key Responsibilities:
Customer Success Strategy: Develop and execute a comprehensive customer success strategy that aligns with company goals and objectives.
Customer Engagement: Foster strong relationships with key customers, understanding their unique needs, and ensuring they derive maximum value from our solutions.
Retention and Expansion: Drive customer retention and expansion initiatives to increase customer lifetime value (CLV) and revenue growth.
Team Leadership: Build, manage, and mentor a high-performing customer success team, providing guidance and support to achieve individual and team goals.
Customer Advocacy: Cultivate a culture of customer advocacy within the organization, turning satisfied customers into brand advocates.
Feedback Loop: Establish and maintain a robust feedback loop with customers, collecting insights and feedback to drive product improvements.
Customer Onboarding: Oversee the onboarding process for new clients, ensuring a smooth transition and a clear understanding of our solutions.
Account Management: Collaborate with the sales team to develop account management strategies that focus on upselling and cross-selling opportunities.
Data Analysis: Utilize customer data and analytics to identify trends, opportunities, and potential areas for improvement.
Customer Communication: Develop and implement effective communication plans, including newsletters, webinars, and training materials, to keep customers informed and engaged.
Qualifications:
Bachelor's degree in Business, Marketing, Supply Chain Management, or a related field; MBA preferred.
Proven track record of success in a customer success leadership role within the SaaS industry, with a minimum of 10 years of experience.
Deep knowledge of supply chain processes and industry trends.
Exceptional interpersonal and communication skills, with the ability to build strong relationships at all levels.
Strong leadership and team management capabilities.
Analytical mindset with the ability to use data to drive decision-making.
Customer-centric approach with a passion for delivering exceptional customer experiences.