CMT- Customer success Manager

Principal Duties and Responsibilities:

Work individually or in teams to deliver projects for global clients, and be responsible, with minimal supervision to:

- Independently liaise with customers and convincingly present solutions - especially in an unstructured and ever-changing client environment. Be able to independently question the customer, when required

- Gather business requirements from client stakeholders via interactions like interviews and workshops and through review of existing documentation

- Understand customer needs and translate them to business requirements (business requirement definition), business process flows and functional requirements - thereby acting as an interface between business and technology teams

- Ability to understand the as-is process; understand issues with the processes which can be resolved either through technology or process solutions and design detail level to-be process with all stakeholders.

- Ability to analyze data and determine key trends and develop appropriate and relevant recommendations for the client

Practice and Business Development:

- Support efforts of the practice leadership as well as the global sales team to identify and win EaaS opportunities

Experience:

- 7+years of progressive experience in Management Consulting or in High tech industry (for the latter, we are looking for SMEs in renewals and/or customer success)

- Good understanding of pricing & engagement models, contracts & service levels, customer success and renewals best practices, operations & support management for CMT clients

- Assessment of as-is operating model for customer success across the dimensions of customer on-boarding, customer support, adoption, account management and renewals

- Designing of targeting operating model for Customer Success including customer experience and journey mapping, organization design and GTM strategy

- Define transformational initiatives and design implementation plan from customer acquisition to renewals including customer training, professional services packages design, customer support channels and tools, adoption improvement, churn management, up-sell/cross-sell opportunities and retention rate reduction

Drive Customer Success/Renewals transformation programs with experience in value tracking & reporting, metrics & KPI design, business case, SOPs, project management, governance and PMO

Key competencies:

- Strong analytical and problem-solving skills

- Certifications like Six-Sigma will be an added advantage

- Excellent communication (written and oral) skills

- Comfortable working with the - C- level executives in a range of environments.

- Comfortable functioning in a broadly positioned and highly diverse consulting firm

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