AVP – Customer Success Job at Movate
Designation: AVP – Customer Success
Location: Dallas, Texas (on-site)
Experience: 10+ Years in Customer Success Operations
Responsibilities:
- Manage Product support operations (TAC) for a large existing customer who is a leader in Security space.
- Drive KPIs, SLA’s and evangelize the adoption — Enterprise Support best practices in relation to supporting global enterprise program
- Embed Enterprise support best practices and enable workforce skilling/re-skilling
- Maintain project and operational workload statistics
- Run customer governance on monthly, quarterly basis
- Interface with customer stakeholders to understand new requirements and align the delivery organization
- Drive team performance across the globe and evolve SLA/KPIs
- Perform competitive analysis and drive performance and growth initiatives
- Develop Healthy Customer Relationship, Build Trust and Transparency with Clients
- Evaluates and Analyzes Customer Needs
- Onboards New Product Support Processes
- Recommends best practices in TAC operations
- Acts as a Customer Advocate, Promotes Customer Loyalty
- Liaise with Support operations management for service excellence
- Maintain project and operational workload statistics
Requirements:
- Experience of managing a 10M+ account
- Experience of running a global Enterprise Support TAC operations team
- Knowledge of defining and monitoring systems of quality measures
- Use tools to bring and improve engineer productivity, enhance customer experience and improve scalability
- Experience of coaching the team using performance data, analyzing, troubleshooting, and tuning
- Experience leading high performing teams
- Proven track record of driving success in an global enterprise support operation
- Experience with cyber security will be highly desirable
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