Director - Customer Success
Vor 4 Tagen
Eka Software Solutions, now a part of STG, has merged with Quor Group. This merger has established a formidable presence in the vendor solutions market for metals, energy and agriculture. Catering to a wide range of asset classes, our company utilizes a cloud-based suite of CTRM and ETRM solutions enhanced by AI/ML technology, alongside Supply Chain Management and E-Sourcing products.
Today, we boast of extensive CTRM/ETRM expertise across softs, Ags, fertilizers/chemicals, liquids, precious metals, concentrates, energy and much more. Quor Group is able to provide the industry a very unique offering that meets the growing demands of commodity traders, energy merchants miners, industrials to producers providing best-in-class functionality, user experience, technology and services. Our product roadmap is innovation-centric, focusing on AI and delivering strong product value propositions with clear short-term, medium-term, and long-term goals. Quor has offices across Americas, Asia, Australia, and EMEA serving 100+ customers globally across multiple commodity segments. Read more about Quor at
Eka at
.
Position/Title: Director - Customer Success
This role would be a part of Eka’s Customer Success team.
Responsibilities :
Be the primary point of contact and build long-term relationships with customers.Support customers through email, phone, online presentations, screen-share and in person meetings, as they transition from sales prospects to active users of our products.Advocate for the customer perspective and be a role model for customer centricityDevelop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.Assist the team to develop a structure for operational excellence, execution and governanceBe knowledgeable about the local business, employee and customer needsEnsure the timely and successful delivery of our solutions according to customer needs and objectivesCommunicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholdersForecast and track key account metrics.Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizationsEnhance department and organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishmentsResponsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.Monitor and analyze customer’s usage of our productCollaborate with the Sales and Marketing teams to create and optimize the upsell and cross-sell strategies to increase ROI.Liaise between the customer and internal teamsAdhere to prevailing Eka’s ISMS policies and procedures while delivering the dutiesSkill Sets:
Proven account management or other relevant experience with proven performance and specific revenue goal achievement.Deep understanding of software businesses, with knowledge of both the subscription and renewal models.Demonstrated ability to communicate, present and influence credibly and effectively to hold C-level customer
conversations that drive business for both parties and move the relationship forward.Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.Excellent listening, negotiation and presentation skillsSelf-motivated and able to thrive in a results-driven environmentExpert at Microsoft Office Suite, Google AppsAbility to translate plans into actionGood interpersonal skills, written and oral communication skillsEducation :
Graduate + MBA (Preferred)Customer success courses and certifications are nice-to-have, but experience in the field is mandatoryExperience :
12+ years of experience, with 6-8 years in Commodity, Services Industry.#J-18808-Ljbffr
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