Job Description

Our Sweden Based client are shaping urban and production ecosystems to become increasingly connected and autonomous - ensuring a scalable, sustainable future. Hexagon\'s solutions integrate sensors, software, domain knowledge and customer workflows into intelligent information
ecosystems that deliver a global leader working across industrial, manufacturing, infrastructure, agriculture, safety, and mobility solutions actionable information, automate business processes and improve productivity. They are used in a broad range of vital industries. A global leader, proven innovator,
and trusted partner, our software and industry expertise help improve the lives of millions of people.
The Customer Success Head will be responsible for ensuring customer satisfaction, retention, and to strategize and drive the team to provide qualified sales leads and help achieve sales targets across Indian businesses. This role requires a customer-centric leader with a strong background in customer success within the technology sector, a passion for helping customers achieve their goals, and the ability to build and lead a high-performing matrix team. The incumbent should be able to utilize salesforce or similar platforms effectively to track leads, manage pipeline discussions, and enhance team\'s productivity.
Key Responsibilities:
Customer Success Strategy:
o Develop and implement comprehensive customer success strategies to enhance customer
satisfaction and retention.
o Work closely with key clients to ensure they are fully utilizing the potential of solutions,
including all available modules and features.
o Prepare SOP / Playbook for post sales support for each business based on current
processes and identified pain points (in case SOP not already present internally) for each
step of the customer journey
o Define and track key performance indicators (KPIs) for customer success, such as Net
Promoter Score (NPS), CSAT, customer retention rates, and customer lifetime value (CLV).
o Collaborate with sales, marketing, and product teams to ensure alignment and drive
customer-centric initiatives.
Customer Onboarding and Engagement:
o Oversee the customer onboarding process to ensure a seamless and positive experience.
o Develop & implement customer engagement programs to drive product adoption and usage
o Define schedule and discussion areas template for proactive customer check in and new
feature trainings template
o Act as the Voice of the Customer within the company, advocating for customer needs and
requirements.
o Gather customer feedback and insights to inform product development and enhancements.
Increase in Qualified Sales Leads
o Guide the team on Objection handling, Negotiation, Closure and Feedback loop to Direct
Sales team for required cases
Desired Skills-
Should hold an Engineering degree with 15-18 yrs of work experience. MBA preferred.
A successful candidate should have minimum of 8-10 years of customer success with at least 5
years in a leadership role.
Proven track record of improving customer satisfaction, retention, and growth in the technology
sector.
Proficiency in CRM software and analytics tools to drive customer success Has experience
working with companies offering complex products, with a technical bent of mind.
Is able to drive the importance of pipeline creation amongst teams and drive the value of the
sales enablement function
Strong understanding of product structure, implementation steps & timelines, and the role of
integration.
Understands and anticipates customer needs and provides solutions
Experience in managing large and cross divisional matrix teams.
Excellent communication and presentation skills. Ability to build collaborative relationships
Strong interpersonal, leadership and the ability to work with diverse teams in multiple locations
Strong organizational skills, entrepreneurial drive and strong work ethics
Works well with others to achieve shared goals and Build strong, cross-functional relationships