In short, CEO explores opportunities, CSO executes opportunities.
Responsibilities
Responsible for identifying, iterating, and generating buy-in for organizational objectives and key results
Accountable for identifying, iterating, and generating buy-in for departmental and service area objectives and key results outside of finance, sales, and marketing
Accountable for the implementation and iteration of all organizational programs outside of finance, sales, and marketing
Responsible for People Management
Responsible for the implementation and iteration of Performance Management programs
Responsible for departmental and service area leadership development outside of finance, sales, and marketing
...
Was…
Champion client and team happiness through consistently trusted outcomes and experiences with agencies serving Fortune Global 2000 enterprises.
...
Define and optimize the 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 the 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 a company-wide customer feedback loop
Help foster a 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
Continuously communicate metrics to the team
Report on metrics each week to the executive team
...