Account Manager - IT

Role & Responsibilities:

Drive Customer Success Activities & Outcomes:

- Oversee successful implementation of Company's product suite for each client.

- Oversee portfolio of customers, reduce Churn and explore avenues to Up-sell to maximise revenues from an account.

- Drive new business growth through greater advocacy and reference-ability.

- Influence future lifetime value through higher product adoption & customer satisfaction.

- Monitor Key engagement metrics like Churn, Customer Health & Renewables.

- Align with Key Stakeholders of the account to build a strong relationship.

Define and Optimize Customer Life cycle:

- Map Customer journey and define segmentation of customer base and varying strategies.

- Develop listening points in journey (e.g., usage, satisfaction, etc.)

- Identify opportunities for continuous improvement.

- Learn from best practices in industry.

Measure Effectiveness of Customer Success:

- Define & establish a system for tracking operational metrics for the team.

- Send periodic performance report with Key Metrics to Company's Executive team

Lead best in class Customer Success Team:

- Manage a team of Key Account Managers and help them in implementation & troubleshooting.

- Recruit experienced leaders for different functional roles.

- Drive a culture of continuous learning and accountability within the team.

- Foster collaboration within the team and inspire customers across company.

Inspire Customer Success Across Company:

- Create company-wide culture of Customer Success.

- Align with Marketing team around marketing to existing clients.

- Align with Product team around driving product roadmap.

- Align with Sales team around cross-sell and up-sell and focus on selling with a retention focus.

- Align with Executive Team around key metrics and objectives.

Skills & Background Requirement:

- Minimum 6 years of experience in Customer Success/Account Management.

- Experience in handling a team of 15-20 members.

- Experience in onboarding complex products/solutions with SMEs and Enterprise clients.

- Excellent communication and presentation skills.

- Is Excellent in building and nurturing relationships in industry.

- Networking and strong orientation towards customer management.

- Deep understanding of value drivers in recurring revenue business models

- Is very well-versed on developments related to SaaS products in India.

- Ability to manage influence through persuasion, negotiation, and consensus building