Lead- Customer Success
Location: Hyderabad, India
Employment Type: Full-Time; Salaried
Compensation: Base Salary, Bonus, Medical
Job Description
About Us
At Innovapptive, we are bringing the industrial front-line worker, back-office and assets together. Our platform is the only patented and Code-Free connected worker platform for SAP and IBM Maximo and is disrupting and digitizing archaic, tedious, & labor intensive paper-based processes for maintenance, operations, & supply chain. The industrial front-line workers are empowered with a suite of highly reconfigurable mobile apps, while the back-office has real-time visibility into the front-line workforce with better planning, scheduling, adoption monitoring and actionable insights. Some of the world's largest brands such as Newmont Mining, Dominion Energy, Hess, Shell, UNICEF, Reckitt Benckiser are digitally transforming their back-office and front-line industrial worker experiences. We are saving companies millions of dollars by improving their asset uptime, productivity, safety, and talent challenges, while delivering jobs better, faster, cheaper and safer.
We are backed by Tiger Global Management, a Global Marquee Fund with over $30 Billion of Assets Under Management (AUM). Tiger Global Management has a reputation of investing and building some of the world's Unicorn brands such as Spotify, Netflix, Facebook, LinkedIn, Amazon, Peloton, Harry's, Ola, Flipkart, Freshworks and many more!
Our mission is made possible by Innovapptive's most important asset: our people. We come together through collaboration and ambition in a team-driven culture. Through the success of our product, we have seen monumental growth in our workforce, and we constantly look for exceptional talent to join us. At Innovapptive, you are challenged with dynamic tasks that drive your professional development and career growth. Join us on our journey to deliver an innovative connected worker experience and to empower 350 Million Industrial Front-Line Workers around the world with the ability to truly harness the power of connected worker experience by improving the working life of a front-line worker and the back-office employee.
The Role
The key missions of a Lead Customer Success are Retaining Customers, Expanding the Commercial Relationships, Driving Adoption, and Showcasing Solution and Organizational Value. You will be responsible for managing a customer portfolio by developing customer relationships that promote Innovapptive product adoption, maximize ROI for our customers and minimize churn in the portfolio. Our Associate Analyst Customer Success will help manage and update our customer success process through feedback from their customers, investigation into other customer success programs and partnership with our Sales organization.
Developing a customer relationship, at Innovapptive, is defined as: educating customers on product enhancements and how they can take advantage of them; showcasing the value the customer has received in their relationship with Innovapptive, partnering with Sales and becoming our customer's executive's trusted advisor on how to expand our product footprint to drive more ROI and value, responding to and driving resolution of customer product and satisfaction issues; partnering with our Marketing department to drive customer advocacy programs.
The Customer Success organization is accountable for the following metrics at Innovapptive:
- Annual Gross and Net Churn
- Adoption of solutions
- Renewal
- Cross-sell collaboration
- Reducing customer efforts
- Net Promoter Scores
- Change Guidance
- Spotting Revenue opportunities i.e. training, certification
How You Will Make An Impact
- Define and drive Customer Success strategy, mission and objectives
- Drive process and organizational transformation to ensure customers achieve success
- Be a single point of contact of escalation for any post go-live customer related issues
- Work closely with Professional Services and Customer Support to ensure customer satisfaction in implementations and post go-live support
- Develop business understanding of our products and capabilities and how they are used to address our customer's use cases, processes and pain points
- Work closely with Products & Innovation and provide customer insights for roadmap development, and drive adoption of enhancements in their customer portfolio
- Monitor the progress of customer usage metrics and escalate and resolve low or declining adoption
- Negotiate contract renewals, price increases and amendments as necessary
- Maintain customer related data for their accounts in Innovapptive's CRM tool
- Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback
- Identify opportunities for customers to act as Innovapptive advocates (e.g. testimonials, case studies, upcoming Product feature reviews)
- Other duties as assigned
What You Bring to The Team
- Bachelor's Degree in Chemical or Mechanical Engineering, IT or Computers Engineering or equivalent degree in Computer Science
- MBA from Premier Institutes like IIM/XLRI or equivalent PDGM programmes from these institutes specializing in Operation, Maintenance, Oil & Gas etc
- 4+ years of total experience
- Knowledge and experience working with Supply Chain Management (SCM) or Enterprise Asset Management (EAM) , Field Service Management(FSM) software as a user or consultant
- Industry or consulting experience in oil/gas, chemicals, mining, or manufacturing industries
- 2+ years of minimum Customer Success/Support experience for a SaaS based product organization, or equivalent combination of Customer Consultant experience or Account Management
- Demonstrated ability to drive process improvement and organizational transformation within an assigned customer portfolio
- Excellent communication skills to work with global customers
- Experience in working with complex, multi-divisional, multi-geographical customers
- Proactive and action oriented, not afraid to escalate to senior Innovapptive leaders for help
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
- Ability to influence cross-functionally as an advocate for your customers
- Demonstrated customer portfolio revenue growth YoY
What We Offer
- A positive, open, and highly-innovative environment and team
- Entrepreneurial spirit with unlimited opportunity to grow
- Opportunity to work with leading global brands on exciting and impactful projects
- Competitive Base Pay
- Best of plan on Vacation & Paid Time Off
- Provision of Medical Insurance for family - self, dependent, spouse, dependent children, parents/parent-in-laws
- Paid Maternity and Paternity leave
- Bi-annual reviews to ensure transparency and promoting high performance culture
- OKR Driven Performance Development Environment
- Learning & Development - access to wide range of e-Learning courses (technical, Product, Process, etc.,)
- A host of Interest Groups/Clubs for Book Reading, ToastMaster's, Sports - Cricket, Volleyball, Throw-ball, Badminton, TT, Music
Innovapptive does not accept and will not review unsolicited resumes from search firms.
Innovapptive is an equal opportunity employer and is committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.
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