 Leading the team to deliver service excellence and consultative support for publisher strategy, road-map and execution. Hire, train and manage a team of Customer Success Managers to oversee full customer life cycle, on-boarding, Implementation, and growth. Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources, as necessary. Responsible for all the planning and execution strategies including gathering and prioritizing customer/product requirements. Working closely with different internal departments like sales, marketing, support to ensure revenue and customer satisfaction goals are met. Work with external third parties to assess partnerships and licensing opportunities. Involved in running beta and pilot programs with early-stage products and samples. Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction. Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.

Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.Leading ongoing reviews of business processes and developing optimization strategies.Conducting meetings and presentations to share ideas and findings.Performing requirements analysis.Effectively communicating insights and plans to cross-functional team members and management.Gathering critical information from meetings with various stakeholders and producing useful reports.Working closely with clients, technicians, and managerial staff.Ensuring solutions meet business needs and requirements.Prioritizing initiatives based on business needs and requirements.Serving as a liaison between stakeholders and users.Managing competing resources and priorities.Monitoring deliverables and ensuring timely completion of projects.

Proactively analyzing customer usage and experience data.Working as an account manager and ensuring that the customers are happy with the product and all of their issues/queries are resolved satisfactorily.Acting as an e-learning solution specialist and keeping abreast of the latest e-learning technology and industry trends.Reducing customer churn or attrition, focusing on up-selling, and driving renewal revenue.Maintaining the detailed customer communication data in a structured manner.