Job Description

• The AD - Customer Success will primarily focus on driving customer satisfaction and achieving the company\'s strategic objectives. The role involves managing a team to ensure effective customer service and relationships
• The position will be responsible to plan & deliver on business KPIs (Monthly Revenue, Retention Rate, Upsell Revenue, Cross Sell Revenue )

• Delivering Customer Success by monitoring performance KPIs on a weekly basis, performing RCA if growth is not as planned / at par with industry benchmarks.
• Oversee & monitor delivery of all operational requirements of the client with regards to the product plan activated for the client.
• Constantly work with clients, technology & operations team to implement upgrades within client\'s existing plan to make sure that the client is fully utilizing all features available to them to be successful on our platform.
• Pitch for upsells using the right consultative approach, strategy & planning for moving the customers to higher plans in order to unlock more features to deliver better performance and engagement to their locations.
• Pitch for cross-sells using the right consultative approach for moving the clients to other products offered within our suite of hyper-local marketing.
• Manage the complete commercial relationship with clients to make sure all financial and legal processes are followed for billing, realization & renewals.
• Build insights on clients performance data - spotting trends, deviation from benchmarks etc. and engage with clients for regular performance reporting & insightful reviews.
• Work closely with Customer Success teams of other products to conduct demos with your existing customers

Our client is a profitable SaaS firm part of a large group|Be part of an impactful roleA successful \'AD - Customer Success\' should have:

• Relevant Work Experience of 8 -12 Years in digital planning & servicing preferably focused on digital media including performance-based campaigns through Google\'s Advertising Platforms / Mar-tech / Ad-tech firm.
• Minimum education qualification - Bachelor\'s Degree from a reputable institute.
• Post Graduate Degree in Management will be an advantage.
• Excellent pitching & presentation skills.
• Candidates who have an experience in a SAAS business will be preferred.

Our client is a large-sized firm in the Software sector of the Technology & Telecoms industry, renowned for its innovative solutions and commitment to excellence.This role offers the opportunity to lead a passionate team in a reputable Software company, providing innovative solutions within the Technology & Telecoms industry. You will play a key role in shaping the customer service strategy and driving customer satisfaction.

Michael Page