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Senior Manager, Customer Success - EST Time Zone - Open for all Locations

InsightSoftware

InsightSoftware

Customer Service, Sales & Business Development
Hyderabad, Telangana, India
Posted on Thursday, July 11, 2024

Company Description

Insightsoftware is a growing, dynamic software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At Insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future Insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team.

Job Description

Work timings and location:

  • Eastern shift timings, (5:00 PM to 2:30 AM IST)
  • Work from office - Hyderabad location

Job 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.
  • Act as Single Pont of Contact for all Customer Success Teams in CoE

Requirements :

  • Bachelor’s Degree, preferably in business or related field
  • Has 13-17 Years of overall experience in the industry with 8+ years relevant experience in Customer Success, Account Management and Renewals
  • Has working experience of Managing Customer Success Teams of size ~20 directly
  • Working experience in managerial roles 7-10+ 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

Preferred qualifications:

  • http://Salesforce.com or any CRM experience
  • Experience working for a software company in the renewals or customer success department.
  • Experience that included resolution and escalation management

KEY PERFORMANCE INDICATORS / GOALS:

  • GRR of AT-RISK Uncovered Customers
  • 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

Qualifications

Preferred qualifications:

  • http://Salesforce.com or any CRM experience
  • Experience working for a software company in the renewals or customer success department.
  • Experience that included resolution and escalation management

Additional Information

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

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

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.