Vice President Customer Success | Global Leader in Supply Chain Software

 

Despite this search being suspended for 18 months due to COVID, NGS Global were able to find and secure the services of an outstanding customer success executive.

Background

Our client was the world leader in digital supply chain and omni-channel commerce fulfillment software. Their intelligent, end-to-end platform enabled retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. Their solutions enabled customers to make more automated, profitable business decisions that delivered greater growth and re-imagined customer experiences.

The Need

In order to support their growing SaaS customer base, our client was seeking to hire an accomplished executive to lead Professional Services and Customer Success for key customers globally. In the SaaS world, retaining and growing customer relationships, and converting them from happy customers to advocates, are key and to that extent, our client was seeking an executive who was already well versed with these areas.

While supply chain domain experience was not mandatory, it was a major advantage. Most importantly, candidates were required to have recently held a senior role with a SaaS product company. 

Strategy and Approach

We followed a structured process to first identify all global and Indian SaaS companies who were in solution areas like supply chain, ERP, HCM, CX, or spend management, and who had a large offshore service delivery presence in India. We then looked for candidates who were already holding global Professional Services/Customer Success responsibilities or were about to get there. The key filtering criterion was depth of experience in SaaS and whether the candidate was more of a back office delivery leader or was engaged in significant client facing deliverables. Our client wanted an executive who could engage meaningfully with customer side CXOs.

After an intense and focused research process, we built a comprehensive long list of potential candidates, which we then narrowed down to a shortlist of six individuals who we presented to the client. However, at the point when our client was interviewing people and had almost narrowed down their choice to two finalist candidates, the first wave of COVID struck and the position was put on hold. 

The role was then revived after one and a half years, by which time most of the candidates who we had targeted earlier had either moved on from, or were promoted at, their current organizations. We therefore re-started our research and presented three new candidates to the client, out of whom one was offered the position.

Our NGS Global Value-Add

• Partner-led search execution that helped identify and excite potential candidates with the opportunity. 

• Client delight i.e. re-starting the search after a gap of one and a half years. Our goal was to make sure our client was able to fill the position, even if it meant significant extra effort for us.

• Focused research aligned to the client’s expectations from a candidate standpoint.

 

Contact Soumitra Agarwal (Project Lead)

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