AVP – Customer Success

United States
Posted 2 months ago

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

Job Features

Job CategoryAccount Management and Sales
Job Level10 - 15 Years
Experience0 - 5

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