We are seeking a dynamic and experienced Head of Customer Success Shared Services to join our leadership team in our Hyderabad HQ.

• Strategic Leadership: Establish and guide the strategic direction of the customer success team in alignment with company objectives.
• Team Management and Development:Recruit, develop, and lead a multi-site customer success team to achieve high performance and motivation.
• Technical Account Management and Consultation: Offer tailored technical guidance and manage account strategies to support customer goals.
• Success Management: Develop and implement strategies to enhance customer engagement, satisfaction, and success.
• Project Management: Lead and coordinate projects from inception to completion, ensuring they are delivered on time, within scope, and budget.
• Escalation Management and Critical Incident Control: Manage high-priority incidents and escalations to ensure quick recovery and minimal impact.
• Training Production and Presentation: Design and deliver training programmes and presentations to educate customers and internal teams on product utilisation and best practises.

• Proven leadership ability in inspiring and driving a high-performing team towards strategic goals.
• Strong analytical acumen, proficient in using data to inform decisions and understanding engagement metrics.
• Expertise in customer relationship management and nurturing relationships for exceptional service.
• Visionary in strategic planning with a clear ability to set directions that align with organisational goals.
• Collaborative skills to streamline support and integrate strategies company-wide.
• Skilled in identifying and capitalising on financial growth opportunities.
• High degree of empathy to understand customer perspectives and challenges.
• Adept in negotiation and influence, with a talent for building consensus among stakeholders.
• Proven track record in team building and fostering a culture of engagement and professional development.
• Solid technical expertise in understanding the company’s products or services.
• Deep business acumen with an understanding of business models and aligning customer success with business objectives.