Accounts Manager - Customer Success - IT

Job Purpose

Ensure customer success by onboarding new customer and providing complete oversight for end-to-end project implementation including project planning, requirements gathering, testing, data migration, and training. Manage post implementation support including ongoing software/report customizations and data support services. Participate in new Business Development by supporting sales team in pre-sales process.

Job Responsibilities

Customer onboarding and Implementation:

- Plan and conduct Kickoff meeting with the new customer

- Drive the product implementation in a time-bound manner and be responsible for overall project management & reporting.

- Analyze customer requirements, prepare BRD and FRD documents and get customer approvals on the same. Requirements to include custom reporting and data migration.

- Coordinate with the internal tech team to configure/customize the solution as per the customer approved requirements.

- Verify the requirements are properly implemented before confirming to the customer.

- Hand hold the customer team through the implementation and data migration phase.

- Deliver product training to customers.

- Responsible for overall customer satisfaction

Customer Support:

- Track requests/issues and ensure timely & effective communication/reporting is done with clients

- Query resolution by assessing & providing solution to customer queries with support of technical team.

- Provide ongoing data support services

- Maintaining the SLAs - record, maintain and report the customer query support transactions.

- Continuous engagement with customer teams to drive adoption.

Pre Sales Support:

- Participate in new Business Development by supporting sales team in pre-sales process.

- Deliver Proof of Concept for prospective clients including configurations and data support

Skills & Competencies:

- 3-12 years of relevant account management experience in customer facing role

- Domain: IT Software/SaaS Implementation and/or Business Analysis in Private Equity / FinTech / BFSI Domain

- Should have experience in preparing BRD and FRD documents

- Above average MS Excel skills

- Educational background in Finance/Commerce is a must

- Effective communication skills, logical and analytical skills

Education:

- B. Tech (Comp. Science) + MBA Finance

- B. Com + MBA Finance