Posted in Other 4 days ago.
This individual will oversee our Public Cloud Customers and solutions, ACO, CCaaS and Spaces business, from onboarding to revenue retention. The Individual will also manage both the Avaya and Contractor resources and provides governance and oversight over several initiatives: Customer Success Platform roll-out, Gainsight, Future Worx collateral creation and roll-out for automation of processes and key customer touch points and ultimately working collaboratively and driving end to end customer engagement processes, Adoption, Expansion and Renewals.
To be successful in this role you will have to have strong leadership skills, be able to work in a matrix organization, have experience in a SaaS business overachieving on Net Revenue Retention targets and providing best practices and insights to a growing SaaS business.
The primary job functions are to manage the existing North America Avaya and Contractor resources and scale for gorwth
Provide best practices and oversight for the post sales activities to drive onboarding, adoption, expansion, and renewal.
Responsible for revenue forecasting on a monthly basis
Work with team to improve Net Promoter Score (NPS) and increase customer references and stories
The job also includes scaling and optimizing the business for growth which includes developing or fine-tuning best practices, reporting and customer analysis and working with cross functional teams, sales, services, support, engineering, and partners.
Provide team, business, and customer insights to better manage and grow the business
Proven track record in managing a comprehensive team in a SaaS business.
Strong results in driving key customer success KPIs
Demonstrated ability to improve end-to-end processes based on industry best practices and lessons learned
SKILLS & COMPETENCIES
Management experience, team compensation setting, appraisals
Customer Engagement and Success competencies and proficiencies
Knowledge with customer success tools and processes
Experience with budgeting, revenue forecasting and revenue management
Office 365 skills