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