Job Description
As a Customer Success Lead, you will ensure clients receive the best experience with Northern Data Groups products and services. You will be the primary point of contact, responsible for building relationships, managing expectations, and ensuring overall customer satisfaction. You will also eventually lead a team of Customer Success Managers.
YOUR RESPONSIBILITIES:
Define Customer Success Strategy: Develop and implement a comprehensive customer success strategy tailored to the needs of a global high-tech sales organization.
Establish Customer Success Unit: Set up and lead the customer success unit, ensuring alignment with company goals and objectives.
Customer Onboarding: Oversee the onboarding process for new customers, ensuring a smooth transition and quick realization of value from the product or service.
Customer Relationship Management: Build and maintain strong relationships with key accounts, acting as the primary point of contact for strategic clients.
Customer Retention and Growth: Drive client retention, renewals, upsells, and overall satisfaction.
Team Leadership: Lead and mentor a team of customer success managers, providing training, setting performance goals, and conducting regular reviews.
Cross-functional Collaboration: Work closely with sales, marketing, and product development teams to align customer success initiatives with company goals.
Customer Feedback Analysis: Analyze customer data and feedback to identify patterns, predict potential churn, and uncover opportunities for product or service improvements.
Crisis Management: Manage customer crises and conflicts, resolving issues in a manner that maintains trust and prevents churn.
Reporting and Insights: Prepare and present regular reports on customer success metrics, insights, and recommendations to senior management.
Key metrics & deliverables:
- Customer Retention Rated.
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS): Assesses customer loyalty and likelihood to recommend the service.
- Customer Lifetime Value (CLV):
- Churn Rate:
Key Prerequisites:
- Experience: 7+ years in Customer Success or Account Management, preferably in a high-tech or SaaS environment.
- Leadership Skills: Proven ability to lead and mentor a team, with strong organizational and performance management skills.
- Technical Proficiency: Strong understanding of high-tech products and services, with the ability to communicate technical concepts to non-technical stakeholders.
- Analytical Skills: Excellent analytical and problem-solving abilities, with experience in data analysis and reporting.Communication Skills:
- Exceptional written and oral communication skills, with the ability to engage and influence various audiences.
- Customer-Centric Mindset: A strong focus on customer satisfaction and the ability to build and maintain long-term relationships.
With us, you will work towards the future of HPC: From new, sustainable building methods for data centers to cooling concepts to software solutions for accelerated compute.
Your approaches count: In official exchange formats or spontaneously at the coffee machine. At Northern Data, it's the best idea that counts - not the hierarchy. We’re looking forward to getting your inputs!
You make the difference in the company: Unlike in established corporations, at Northern Data you will really help shape things. From implementing new departments, to optimizing processes and culture.
Best-in-class partners: The best work with Northern Data. This means a knowledge and time advantage from which your career and our customers benefit equally.
Green by heart: Sustainability is at the core of Northern Data. With us, you actively work on the carbon neutrality of datacenters worldwide. Beginning with our infrastructure and continuing with the solutions for our clients, we work towards a green future.
Home Office facts: Work with our international and virtual team flexible from home. And of course, your hardware wishes will be fulfilled to make your ideas for next level HPC come true.
Your wellness matters: At Northern Data we have regular wellbeing initiatives that are designed to promote wellness, diversity, inclusion, and much more, ensuring a supportive and enriching environment for our global team.
