Simpplr

• Build and maintain strong relationships with key clients, serving as their trusted advisor. • Proactively engage with clients to understand their business objectives and challenges. • Act as the primary point of contact for escalations and issue resolution, ensuring timely and effective resolution of client concerns. • Develop and implement strategic account plans to drive customer success and maximize value for both the client and the company. • Identify opportunities for upselling and cross-selling additional products or services to existing clients. • Collaborate with internal teams to align strategies and ensure seamless delivery of solutions to clients. • Assess the health of client accounts by tracking product adoption and usage patterns. • Identify potential risks to customer satisfaction and retention. • Develop and implement risk mitigation plans to proactively address issues and minimize churn. • Champion the voice of the customer within the organization, advocating for enhancements to products or processes based on client feedback and insights. • Track and analyze key performance metrics related to customer satisfaction, retention, and expansion. • Provide guidance and mentorship to junior members of the customer success team, helping them develop their skills and achieve their goals.

• Manage inbound leads with urgency, promptly qualifying and initiating contact with prospective customers • Generate new business opportunities to fuel the sales pipeline • Execute multi-channel outbound prospecting campaigns (cold calling, email, LinkedIn, and other social outreach) • Execute targeted outbound strategies by leveraging intent signals and delivering highly personalized outreach • Evangelize Simpplr both internally and through your inbound and outbound efforts • Achieve monthly quotas of sales accepted opportunities and sales qualified opportunities (Stage 2 & Stage 4)

• Strategically manage and grow a portfolio of customer accounts • Deeply understand customer business goals and success criteria • Develop a comprehensive understanding of the competitive landscape • Lead impactful business reviews and regular check-ins • Cultivate and maintain strong, trust-based relationships • Proactively identify and close upsell and cross-sell opportunities • Drive and negotiate renewals and ensure smooth execution • Collaborate closely with Customer Success and Professional Services teams • Act as a customer advocate coordinating with Support and Product teams • Maintain accurate and up-to-date account and opportunity records

• Lead the Enterprise Customer Success team of approximately 5 to 8 CSMs • Provide mentorship and coaching to team to drive results • Assist Customer Success leadership with strategic planning, development including headcount, compensation, segmentation, metrics, and targets. • Leverage executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn • Consult, direct and assist on the design of the overall CSM Practice: Playbook Design, Process, Data Analysis, Executive Engagement etc. • Align with organizational and corporate objectives; develop and execute on an action plans to ensure growth and profitability • Design and launch programs to improve customer experience and operational efficiency • Partner with the implementation team to optimize a seamless customer launch experience • Ensure long-term customer account plans include maturity assessments, executive engagement, customer metrics, etc. • Partner with Marketing for Customer Advocacy efforts • Create actions plans for at-risk scenarios • Manage account planning and account mapping strategies for enterprise accounts • Establish, maintain and grow executive relationships at all enterprise accounts • Partner with Product, Engineering and Implementation teams to ensure the customer voice is heard and considered in our product roadmap • Drive positive NPS across all of your reports and their customers