Lead Account Manager

Core Responsibilities
• You will need to coordinate with multiple teams, including your own team of account managers, senior account managers, and vertical leads, and also supply/quality and training, Operations, marketing, finance, legal, DS, and Product, to ensure that the customer success team is aligned with overall business goals and strategies.
• Own the discipline of customer success, ensuring that the team provides high-quality support to customers and that customer feedback is used to improve the overall customer experience
• Develop strategies for upselling and cross-selling to existing customers in collaboration with the sales team
• Conduct strategic thinking to understand how the business model can be molded to better serve the needs of customers
• Ownership of Discipline: As the owner of customer success, most of the things will revolve and finally converge to you. It is very important to lay down SOPs and ensure its implementation. Succeeding here not only means customer satisfaction but also at the right cost and with scalable processes in places. You need to lay down the playbook/ best practices for customer success for multiple industries
• The role requires strategic thinking to understand how the business model can be molded to better serve the needs of customers. You will need to identify areas for improvement and provide input to the product and tech teams on what to prioritize and what to automate
• Metrics-Driven Approach: You should have a metrics-driven approach to measure the effectiveness of the customer success team. You should be able to define and track key goals and operational metrics to ensure the team delivers results.
• Recruit, train, and manage high-potential individuals, including customer success reps, operations, and support
• Develop interventions for each step of the customer journey to drive engagement with customer marketing
• Analyze data and customer feedback to continuously improve the customer experience
• Set up systems and tools for managing customer relationships, tracking data, and improving reference ability
• Work closely with customer stakeholders (Sales, Product, and Marketing) to establish a stronger customer relationship and experience
Requirements

The ideal candidate combines expertise in customer success and/or Sales but combines that with secondary skills in Product-thinking and Analytics.
• Past Experience:
• Overall experience of 7-10 years;
• You've at least had 5 years in customer-facing roles;
• You've led a team for at least 2 years;
• Persona:
• You have strong customer empathy, a desire to drive revenue and business outcomes
• You drive outcomes through persuasion, negotiation and building consensus with external and internal stakeholders
• You're a leader with the ability to inspire others and drive outcomes as a unit
• Skills
• You have excellent communication and presentation skills
• You're analytical and process-oriented, with the ability to make data-aware decisions
• You have a great understanding of SaaS business models and their value drivers

Logistics
• Joining Date: ASAP
• Compensation: 30-40 LPA
• On-site: Noida/Bangalore
• We have flexible working hours and as a leader, we expect you to design your schedule in line with your outcomes
Why should you consider us seriously?
• We believe that longer-term, people >> product & profits and prioritize culture over everything else. See Glassdoor reviews.
• We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, Emergent Ventures; Senior execs at Google, Square, Genpact & Flipkart; Co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc.)
• Unlimited Leaves
• Freedom and Responsibility
• Entrepreneurial Team
• Exponential Growth
• Healthcare (Physical & Mental Wellness)
• Work from Anywhere

Please Note:

SquadStack is committed to a diverse and inclusive workplace. SquadStack is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status