Customer Success
1 month ago
We are looking for a Customer Success - Digital Transformation Leader.
The Customer Success Role is critical for the growth of our Customer Success (CS) Service Line in various accounts expansion with CS propositions and driving the CS opportunity pursuits. The CSDT candidates should have experience in driving CS solutions with various industry clients. In addition, the CSDT will need to establish themselves as a Customer Success services trusted advisor with our clients and also with our internal client partners/account managers. The key to this role is to have a deep understanding and ability to shape successful deals spanning across CS: Strategy, Experience Design, Digital Channels (Web, Mobility, Portals, Collaboration), Integration & Process Automation (Integration, APIs, Modernization, BPM, Automation), Marketing & Commerce (Digital Marketing, Commerce, Marketplace), Emerging Digital Technologies (Immersive Services, Cognitive Contact Centre)
Responsibilities
- Partner teams to grow accounts and position Customer Success services to clients
- Partner with the Customer Success/ CoE teams in conceptualizing the based solutions & estimates
- Help develop and execute the Customer Success strategy and plan to grow the Customer Success footprint for various Industries.
- Manage a book of business by tracking progress on account revenue growth, margin and CSDT scores.
- Drive Customer Success strategy for various Industry group.
- Support and Lead Customer Success pursuits and shape deals to improve the winnability
- Manage customer relationships with key accounts
- Internal evangelization of Customer Success Services across Mindtree service lines and Industry teams
- External evangelization at Industry events and conferences
Requirements
- 8-10 years within business and technology consulting services with majority of experience and focus across Customer Success advisory and technology services.
- Experience of Customer Success spanning across: Strategy, Experience Design, Digital Channels (Web, Mobility, Portals, Collaboration), Integration & Process Automation (Integration, APIs, Modernization, BPM, Automation), Marketing & Commerce (Digital Marketing, Commerce, Marketplace), Emerging Digital Technologies (Immersive Services, Cognitive Contact Center) Good understanding of the BFSI/CMT industry
- Enterprise Knowledge and experience with technology platforms: Sharepoint, Liferay, Backbase, Mulesoft, Tipco, Pega, Contentful, Sitecore, Adobe, Acquia, SAP hybris, BigCommerce, Microsoft Dynamics CRM, Magento, Marketo, IBM, etc
- Prior experience of Customer Success: Estimation and Solutioning
- Have personally owned order booking / revenue targets with an excellent track record
- Must have worked with consultancy firms and would consider Digital born organizations as Mindtree · Should be serving in a similar role now and MUST have spent the majority of career in a services organization
- Consulting Customer Success approach to opportunities · Customer Success strategy & execution for CS services organization
- Strong Customer Success experience built on solid technical and Customer Success background
- Strong relationship building experience with senior level executives (CDOs, CMOs, Business, CIOs) spanning across business, marketing & technology
- Understand the challenges and opportunities within the industry.
- Experience addressing these issues with Customer Success solutions and industry trends
- Strong exposure to the business and technology concepts of the Customer Success ecosystem
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