Vice President - Client Support-Andheri(mumbai)

• Drive all post-sales customer engagements to success
• Drive continuous improvement of customer experience
• Build and expand a robust support team
• Consistently work on recording feedback via client surveys and make maximum use of feedback to bring changes
• Collaborate with internal partners in Sales, Marketing, Product, etc. Support revenue through cross-sell and up-sell activities
• Drive new business growth through referral activity and client advocacy
• Effectively manage the lifecycle of Customer Success Activities, from onboarding & and training to customer support
• Engage in maximum review of support operations via analytics, documentation, reports and metrics
• Effectively communicate review outcomes to strengthen the team and operations
• Attract and retain high potential individual contributors into team
• Effectively coach and encourage continuous learning and development within team
• Accelerate onboarding for new team members
• Foster collaboration within team and across customer contact points
• Optimize customer experience by studying the client/user workflow and life cycle and understand improvement opportunities
• Learn from best practices in industry
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Minimum 7 years of experience in customer-facing organizations (preferably in software products)
• Analytical and process-oriented mindset
• Demonstrated leadership through accountability, continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Open to global travelling