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The Chief Success Officer is ultimately responsible for the ongoing improvement of every customer journey; such as educating people, refining processes, adapting technologies and enabling decision-making reporting for day-to-day operations.

Role

  • Define and optimize customer journey
  • Drive true value for customers
  • Lead cross-functionally to ensure customer success
  • Drive alignment with business development and account growth
  • Be a top promoter of Axelerant in the world
  • Own key metrics for the customer success team
  • Support core metrics for Axelerant
  • Recruit, mentor, groom and inspire a world-class success management team
  • Achieve operational excellence

Responsibilities

  • Define and optimize customer journey
    • Define the vision of a must have customer experience
    • Standardize the system for customer success of our offerings
    • Define and oversee lifecycle interactions
    • Create standard presentation materials for lifecycle plays
    • Personally manage escalations from your direct reports, and follow a methodical escalation process to peers
    • Identify opportunities for continuous improvement
  • Drive true value for customers
    • Be an expert on best practices in change management
    • Promote the Challenger approach amongst peers
    • Find ways for success managers to deeply understand customers’ objectives and become a trusted right-hand advisor
    • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Lead cross-functionally to drive customer success
    • Clarify ownership for each part of the journey
    • Gather feedback from other departments like Sales, Delivery, Marketing, Accounting, Human Resources to improve the customer experience
    • Advocate for changes in other departments’ ways of working, including onboarding, and collaborate with them to implement those
    • Drive company-wide definition of the target account profile
    • Create company-wide customer feedback loop
    • Help foster company-wide culture of Customer Success
  • Drive alignment with business development and account growth
    • Align with success management on renewal and upsell strategy and focus on selling with a retention focus
    • Give feedback to Sales and Marketing on prospecting approach
    • Ensure smart hand-off
    • Define success manager involvement during the sales cycle
  • Be a top promoter of Axelerant in the world
    • Promote the adoption of key processes in Axelerant, including customer success systems
    • Ensure Axelerant is our company’s single source of truth for customer happiness
    • Create dashboards to measure customer success
    • Promote Axelerant systems at external events
  • Own key metrics for the customer success team
    • Customer Sucess & Delivery Employee Engagement Score
    • Customer Net Promoter Score
    • Planned vs. Actual Schedule
    • Key Process Adherence
    • Profitable Engagement
    • Business Expansion
    • Customer churn
  • Support core metrics for Axelerant
    • Similar to the above
  • Recruit, mentor, groom and inspire a world-class success management team
    • Build a pipeline of great candidates
    • Establish a rigorous interview process
    • Set expectations on performance and give feedback
    • Manage out underperformers
    • Set up training and mentoring to grow the team
    • Identify and encourage relevant career path efforts
    • Create a culture of customer happiness
    • Communicate and incentivize to drive performance
    • Propose improvements to your team’s organizational structure
    • Define segmentation of your customer portfolio as appropriate
    • Define stakeholder engagement levels within the team
    • Be informed of market compensation
  • Achieve operational excellence

Reference(s)