Manager-Digital Customer Success Team Job in Bangalore at Flexera

Flexera is hiring for the role of Manager-Digital Customer Success Team!

Responsibilities of the Candidate:

• Lead, motivate and develop a high-performing team of Digital Customer Success Managers of a team of up to 8 individuals.
• Self-starter who can be proactive and dynamically adapt to ongoing fast paced change.
• Manage workload distribution and ensure team efficiency.
• Be a player-manager, as well as managing the team get involved with a smaller number of customer engagements.
• Identify and implement operational efficiencies for the team.
• Track and report performance and KPI metrics for reporting.
• Provide cross-functional interlock with other areas of the business.
• Execute the Digital engagement strategy to support a large customer base efficiently.
• Utilise automated & manual onboarding activities, campaigns and self-service resources to drive product adoption.
• Leverage customer telemetry, health scores and product usage data to help drive proactive outreach and interventions where required.
• Work with many teams beyond your direct organisation to ensure successful completion and transition of projects into business as usual.
• Be an evangelist who will use data and customer successes to drive internal commitment and business transformation.
• Establishing KPI reporting on the Flexera community and reporting out to the wider business to showcase adoption and impact.  Potential to extend to other aspects of the customer journey.

Requirements:

• Minimum of two years’ experience with leading a team that deliver customer experience projects, initiatives and programs, ideally for a SaaS software company. 
• Able to showcase a track record of successfully planning, organizing, and managing cross-functional projects and programs by developing processes that drive clarity and simplify operational processes.
• Proven analytical approach with experience of using quantitative and qualitative data to make decisions and achieve measurable business outcomes.
• Strong organization, strategic and leadership skills with executive presence.
• Ability to build a collaborative environment within the Success organization and wider Flexera business.
• Experience working with customers ideally within a SaaS software company. An understanding of how software is bought, sold, and supported. Experience with ITAM, SAM, FinOps and Cloud initiatives would be highly desirable.
• excellent communication skills. Understand how to drive and engage conversations.
• Organizational and project management skills – ability to manage multiple projects and maintain many moving parts at the same time.
• Management Reporting, understanding and driving operational effectiveness across the team.
• Stakeholder management, ensuring you’re able to effectively liaise with the team and senior management.
• Ensuring that the team and people development is vitally important in having a high-functioning team.