Head of Customer Success Abu Dhabi, Abu Dhabi

Job Description

Head of Customer SuccessAbu Dhabi, Abu Dhabi Work Type: Full Time ðŽ is building the Operating System for Customer Support that enables brands deliver delightful customer experiences to their customers. Customer-centric brands use to connect with customers at scale across the platforms like WhatsApp, web chat, Voice call and in the language of their choice. Fortune 500 brands and Enterprises across 10 countries such as Abu Dhabi Islamic Bank, DSP Mutual Funds, Apollo Munich Health Insurance, along with internet-first brands such as GoJek, Nykaa, ACKO Insurance, Purplle, and Travelstart use to connect with their customers and help them with their support queries more than 20M times per month. We strongly believe in a product-led disruption while deeply caring about the end-customers. And that justifies our highest reviews and ratings on platforms like G2 Crowd, Gartner and our recognition as a Gartner Cool Vendor super early in our journey.Values* We obsess overcustomers.* We encouragemetric-driven,autonomyandaccountability* We runlong-term focused,bold experiments* We recruit and rewardhighly collaborative Loopers* First-time mistakes are okay, be vulnerable and ask for help* We expect over-communication and transparencyWhy work at* is building cutting-edge machine learning driven platform to enable a single window for the entire Customer Support lifecycle, across channels, use-cases and languages.* Fast-paced work environment where actions taken by teams leads to outsized impacts in the way customers experience brands when it comes to support.* Engage in a positive and open work environment that measures you on nothing but your performanceQuick Facts* 80+ member team* 200+ Enterprise customers* 3B+ data points processed* 4 offices in India, UAE, Singapore, and US.* The team spread over 6 countries* Investors include Falcon Edge Capital, IDFC Parampara, GrowthStoryThe Customer Success organization at has a unique opportunity for someone is passionate about changing the way customers interact with businesses when it comes to support. As a company in the CX space, is built on the foundation of providing our customers the tools necessary to deliver delightful support experiences. As such, our team must embody aCustomer Firstmentality. The Head of Customer Success role is responsible for owning and leading a team of Customer Success Managers to drive product retention, consumption, adoption and engagement across customers. The role is expected to act as a leader to manage and guide a diverse and globally distributed set of CSMs and drive customer experience. As the business leader, you will be the catalyst and team coach to enable customers to realize true value from the platform. You will be an important driving force in rethinking the Customer Success function for the future to ensure that we can effectively help our customers grow and onboard our new services and platform offerings.Job Responsibility- Customer Intimacy* Deliver business impact and innovation to a customers business by understanding our customers key business issues and opportunities* Drive a team of CSMs to do Quarterly reviews, smooth product launches, and consistently keep customers in loop with new changes in the platform* Serve as the internal voice of the customer and advocate for your clients needs (services, support, product management, executive alignment)- Product Adoption and Consumption* Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and adoption.* Ensure positive business value and transformational impact for our customers through the adoption of products and services* Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.- Relationship Building* Build strategic relationships with key customer contacts across different levels in customer orgs* Create evangelists and champions by enabling and supporting key members in customer orgs* Build and nurture C-level relationships across accounts in the portfolio to solidify existing relationships while driving strong referral* Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company if needed* Identify opportunities for customer references and case studies- Leadership* Lead the team of CSMs to overachieve their operational metrics* Grow and Manage a strong team of enthusiastic and hardworking CSM by mentoring, coaching and performance management* Collaborative leadership style with ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success* Plan growth path and career development activities for the team* Performance appraisal and reward structure for the team.Qualification, Experience & Skills:* A technical degree and MS or MBA* Proven track record of developing, growing, and managing customer success organization.* Background in consulting is a strong plus.* Previous experience with Conversational Automation services is a plusMinimum Experience* 8+ years of Customer Success experience at a software-based business in the areas of Sales, Marketing, or Support* 5+ years experience in Customer Success Management* 3+ years of experience in managing and building teams* Experience in managing a $10M+ USD portfolio of B2B customers with globally distributed teamsSkills* Strong technical and innovation aptitude is a must* Understanding of best practices for enterprise Support products and experience with complex IT deployments* Analytical and negotiation skills, particularly at executive levels* Strong understanding of SaaS and multi-tenancy fundamentals* Self-motivated and have the ability to work under pressure* Excellent communication and presentation skills* Excellent people skills and ability to build respectful relationships with all levels* Ability to manage crisis and stay calm under pressure while helping the team to navigate the crisis with easeThe Perks* Our best perk is the amazing people * Almost too much responsibility but coupled with near unlimited freedom * No dress code; who cares about it during a pandemic anyway * Unlimited leaves and work from home * A ticket on our rocket ship to the moon ð€

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