Job Description

Director, Customer Success and SupportLocation: Hyderabad, IndiaTravel Percentage: 0% - 10%Employment Type: Full-Time; SalariedCompensation: Competitive Salary, Bonus, Health Benefits, PTOAbout Us:At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together. Our platform is the only patented and \xe2\x80\x9cCode-Free\xe2\x80\x9d connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world\xe2\x80\x99s largest brands such as Newmont Mining, Dominion Nuclear, Hess, Shell, UNICEF, ConocoPhillips, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world\'s "Unicorn"\xe2\x80\x8b brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry\'s, Ola, Flipkart, Freshworks and many more!Our mission is made possible by Innovapptive\xe2\x80\x99s most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.The RoleInnovapptive is a connected worker platform leader for front-line workers working in maintenance, operations and store rooms. Innovapptive is seeking an experienced and dynamic Director, Customer Success and Support to lead our customer success team. The successful candidate will be responsible for ensuring our customers have a positive experience with our platform and will work closely with our professional services teams, sales and product teams to drive customer satisfaction, gross retention, renewals and net retention. In addition to overseeing day-to-day operations, the Director, Customer Success and Support will focus on hiring and building a team capable of managing a portfolio of accounts, project management, solution design and architecture, organizational change management, tracking adoption metrics, and value engineering.How You Will Make an Impact:Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Accounts Leadership: Provide hands-on leadership to lead and manage the customer success team to ensure exceptional customer satisfaction, adoption improvements, retention, and expansion.
• Adoption: Analyze customer data and insights to identify areas for improvement and recommend solutions with a time-bound action plan to enhance the customer experience.
• Account Planning: Work tightly with the Account Management team to implement the Account plan for successful Renewal and Expansion
• People Management & Recruiting: Hire, train, and manage a team of customer success professionals with a focus on developing a strong talent pipeline and building a high-performing team.
• Customer Success Management: Focus on the GRR, NRR & NPS - key aspects of Customer Retention.
• Customer Success Playbook Development: Develop and implement customer success strategies, playbooks, processes, and best practices that align with the company\'s goals and objectives to improve adoption, gross retention and net retention.
• Cross-Functional Team Collaboration: Build and maintain strong relationships with key stakeholders across the organization, including sales, product, and engineering teams.
• Customer Support: Work with the Product, Solution Engineering and Professional Services team to ensure that the platform meets the needs of our customers by issue resolution within the defined SLA and drives value for them.
• Customer Intimacy and Monthly Business Reviews (MBR): Collaborate with the sales account managers to conduct monthly business reviews, establish deep account level relationships, showcase value generated and identify cross-sell and upsell opportunities with existing customers.
• Project Management and OCM: Use project management skills to drive successful implementations and support of the platform for new customers, including solution design and architecture, organizational change management, and tracking adoption metrics.
• Value Engineering & Case Studies: Implement value engineering practices to ensure customers are realizing maximum value from our platform and successful customers are converted into case studies by working with the customer advocacy and marketing teams. Serve as a customer advocate and provide feedback to internal teams on ways to improve the customer experience.
• Internal Executive Stakeholders Reporting: Provide regular updates to senior management on the progress of customer success initiatives.
• Other duties as assigned.

What You Bring to The Team:Required Qualifications

• Bachelor\'s degree in business, marketing, or a related field.
• Overall experience 15 Years with 7+ years of experience in pre-sales, customer success, account management, or a related field.
• Work experience or Domain knowledge in EAM or SCM space is highly preferred.
• Experience leading and managing a team of customer success professionals.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Knowledge of industrial SaaS platforms and related industries is preferred.
• Proven ability to build and maintain strong relationships with customers and internal teams.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Project management experience with the ability to lead complex projects from start to finish.
• Familiarity with value engineering practices and their application to customers.

Preferred Qualifications

• Prior experience working with asset-intensive companies and specifically with front-line workers in maintenance, operations, and store rooms.
• Previous successes in solution engineering, project management or customer success for SaaS-based services.
• Experience in leading digital transformations focused on business enablement.
• Understanding of industrial environments, IT/OT convergence, and IIOT.

What We Offer above work:

• A positive, open, and highly-innovative environment and team.
• Entrepreneurial spirit with unlimited opportunity to grow.
• Opportunity to work with leading global brands on exciting and impactful projects.
• Competitive base pay.
• Best of plan on vacation & paid time off.
• Provision of medical insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws.
• Paid maternity and paternity leave.
• Bi-annual reviews to ensure transparency and promote high performance culture.
• Objective Key Result (OKR) driven performance development environment
• Learning & Development - access to a wide range of e-Learning courses (technical, Product, Process, etc.,).
• Interest groups/clubs for book reading, toastmasters, sports - cricket, volleyball, throw-ball, badminton, tt, music.

Innovapptive does not accept and will not review unsolicited resumes from search firms.Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.Powered by JazzHR

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