Customer Success Manager - IT

Shift Timing 05:30 PM - 02:30 AM IST

Location Gurgaon, Haryana, India

Responsibilities

- Manage a portfolio of accounts, establish productive, professional and profitable relationships with key personnel and CXO's in assigned customer accounts.

- Lead, mentor and train a team of account managers.

- Coordinate with various departments within the organization, including support, service, technology and manage resources, in order to ensure seamless functioning of the client accounts.

- Responsible for client receivables; planning and execution of contract renewals.

- Continuously identify opportunities for up-selling /cross-selling the company product portfolio and meet assigned targets for profitable sales volume and strategic objectives in assigned accounts.

- Proactively lead a joint company-strategic account planning process that develops mutual performance objectives, financial targets and critical milestones for a one and three-year period.

- Maintain a consistent schedule of online meetings with the client to manage performance objectives, customers- expectations and assess customer needs on an ongoing basis.

- Document all requests and comments made by clients to ensure timely feedback and follow-up actions of client escalations.

- Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary.

- Continually innovate, develop and suggest enhancements to the client management function such as new methods of analysis or service techniques.

Required Skills & Experience

- Deliver high quality presentations to clients.

- Exposure to US/International Client (Preferred)

- Prior Experience in Account Management/ Customer Success / Business Analyst roles.

- Ability to grasp and quickly understand markets, methodologies and techniques.

- Good organizer with the ability to prioritize and multi-task.

- Leadership & team management experience.

- Sound analytical skills and the ability to interpret data and processes accurately.

- Excellent written and verbal communication and presentation skills able to generate interest and engages the client during presentations.

- Ability to maintain a positive, motivational, 'get things done' attitude, especially when faced with difficult circumstances.

- Excellent sales/negotiation skills, commitment to customer satisfaction and a hunger to develop new business.

- Achieves strategic customer objectives and account plans defined by company management.

- Good relationship building skills (internal, external, and cross-cultural).

- Well- developed interpersonal skills for internal and external client; Problem solving skills.

- Sound computer skills, especially in the areas of MS Word, MS Excel and MS PowerPoint.

- Candidates with Project Management & Technical Skills Preferred.