Head of customer Success management section

Job summary:

The Customer Success management head will be responsible for fostering strong relationships with our valued customers, ensuring their satisfaction, retention, and continued success with our fixed network services. This role involves high level management and control skills with team on proactive engagement, understanding customer needs, and collaborating with internal teams to deliver exceptional service.

Responsibilities:

• Managing the customer success team on act as the primary point of contact for assigned customer accounts, developing a deep understanding of their goals and challenges.
• Develop a deep understanding of customers' goals and challenges, building and maintaining strong, long-lasting relationships based on trust and advocacy.
• Lead customer success procedures and implement innovative methods to enhance the team's effectiveness.
• Develop and execute customer experience strategies to align with company objectives.
• Define and prioritize CX initiatives that enhance customer satisfaction and loyalty.
• Introduce innovative solutions and processes to improve customer experience continuously.
• Draft, approve, and monitor service level agreements (SLAs) to ensure services are delivered at the highest standards.
• Monitor SLA compliance, prepare reports on breaches, and implement corrective actions.
• Drive customer success initiatives to ensure maximum value is derived from our services.
• Proactively identify opportunities for upselling or cross-selling based on customer needs.
• Collaborate with Sales, Product, and Technical teams to address customer concerns and provide timely solutions.
• Conduct regular check-ins, business reviews, and training sessions to enhance customer understanding and product adoption.
• Gather and analyze customer feedback, providing insights to drive product improvements.
• Monitor key metrics like customer satisfaction, retention rates, and usage statistics.

Requirements:

• Bachelor's degree in Business, Marketing, or related field (preferred).
• 5 year experience in a Customer Success or Account Management role, preferably within the telecommunications or fixed network industry.
• Minimum 3 year managerial experience
• Strong communication and negotiation skills with the ability to interact with stakeholders at various levels.
• Technical aptitude and the ability to understand complex networking concepts.
• Demonstrated ability to drive customer success, retention, and growth.
• Analytical mindset with experience in using CRM tools and data analysis for decision-making.
• Customer-centric approach and a passion for delivering exceptional service.
• Fluency in Azerbaijani and English