Associate Director, Customer Success

A Snapshot 

As an Associate Director for Success Manager based in India, you will be part of AirTrunk’s centralised customer engagement function, reporting directly to the Director of Customer Success.  You should enjoy working in a fast paced environment, with high level of flexibility and be able to navigate change with ease. You will work closely with various teams and leadership across the region, making your mark in a number of ways: 

• Support front end customers engagement with key global cloud service providers, providing dedicated leadership covering broad areas such as commercial, legal, and technical aspects of our infrastructure solutions to support our customers rapid growth.
• Lead multi-billion dollar complex deals from proposal development to contract execution, including managing strategic escalations post-execution, across Indian markets in alignment with the strategy set by the Director of Customer Success.
• Take ownership of internal collaboration across all functions in the company to deliver gold standard experience for our customers across the front-end engagement through to contract execution. 

Your Day to Day 

• Strategy Implementation: 
• Working with the Director, develop and implement customer success strategies that align with company objectives and enhance the overall customer experience. 
• Develop and own high quality complex proposals with very fast due date and minimum guidance. 
• Customer Engagement:
• Build solid relationships with key customers to gain understanding of their demand and lead the development of infrastructure solutions to expand AirTrunk market share across Ind in partnership with cross-functional internal teams.
• Develop and utilise a deep understanding of commercial constructs & funding requirements for customer deals (e.g. be able to suggest appropriate commercial construct for solutions, project cost and funding tailored to specific customers and sites).
• Converse with both customers and internal cross-functions on key technical items affecting the final solutions (e.g. temperature, power, MW capacity, connectivity, renewable, etc.).
• Communicate outcome of meetings clearly and draft concise emails to senior customers with clear articulations of issues/topic summaries from calls or contract discussions, with resolution options, next steps and so forth.
• Complete regular customer governance updates
• Ability to manage customer business reviews and proactively drive improvement actions
• Act as first contact for customer escalation and coordinate the resolution with the internal teams to safeguard trust and long-term relationships.
• Cross-Functional Collaboration:
• Collaborate with various internal teams to ensure a seamless customer journey during front-end engagement and address customer needs proactively. 

Requirements  

• More than 5 – 7 years of working experience across customer success, account management, or related roles, with a minimum of 3 years in a  position of mid-seniority.
• Comfortable working in a fast-paced, dynamic and flexible environment.
• Excel at complex proposal development for cloud infrastructure solutions (through proficiency in Microsoft PowerPoint and Excel).
• Excellent commercial acumen, good ability to grasp technical concepts and data center knowledge preferrable across site development and construction.
• Exceptional communication and interpersonal skills, with the ability to build rapport with diverse stakeholders, including conflict resolution across various functions across the organisation.
• Able to lead complex customers engagement and work within high performing teams in the cloud computing or infrastructure industry.
• Proven track record of driving customer satisfaction, retention, and growth in a B2B environment.
• Excel at distilling complex customer information into clear, concise, and easy to understand messaging and action plans for various internal teams as well as executive leadership.
• Familiarity with CRM software (e.g. Salesforce) and customer success tools a bonus.