Client Success Head  

At 7Gen a group of companies , we're looking at corporate functions like communications, HR and corporate planning through the lens of big data and artificial intelligence. We're creating cutting-edge, generative AI software that transforms how businesses operate. If you are eager to make an impact and immerse yourself in the exciting world of AI-driven solutions, you might want to try out for our growing team!

One of our companies is Media Meter Inc. It is a technology company that tracks mentions across thousands of media channels including newspapers, magazines, radio, TV, blogs, and social media. For us, it’s all about helping organizations understand what is happening in their world so that they can build more effective communications strategies. We do this by revealing conversations about issues and brands in the media, extracting insights from these conversations so that organizations can build strategies around them.

Client Success Head supervises a cross-functional team dedicated to Media Meter’s customer engagement. The role focuses on maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, and training clients, and minimizing churn. The Head of Client Success should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Key Responsibilities :

• Responsible for building and leading the CS Team – Coaching and monitoring job results.
• Maintain a detailed understanding of products and services of MMI to properly assist the CSM Team and suggest the best solution to client needs.
• Ensuring that clients are getting quality support from the entire client success team.
• Maintaining and monitoring of the account renewals and pending receivables of the team.
• Forming retention and account upgrade strategies to minimize churn and increase sales growth.
• Establish clear retention goals and process milestones for the client and employees to work toward.
• Focuses on adding value to the current subscription and reducing the churn rate.
• Analyze client data to improve services and client experience.
• Improving processes such as fixing the gaps between operations, sales, IT & Finance, onboarding process, tutorials and trainings
• Gathering of feedback from internal and external clients to improve the product and provide better client experience.
• Providing weekly & monthly reports on overall sales, churn & upsell.
• Creating individual development plans for team members

ualifications:

• Bachelor's degree in a relevant field (such as business, marketing, or communications)
• 3-5 years of experience in client-facing roles, preferably in a SaaS or technology company
• Strong communication and interpersonal skills, with the ability to build rapport and credibility with clients at all levels
• Demonstrated ability to manage multiple accounts and priorities, and drive successful outcomes for clients
• Experience with media monitoring or analytics tools is a plus, but not required