City Delivery Manager - Customer Success - IT

Key Purpose - Manage Customer Engagement for a City (Saas based products)

Responsibilities:

- Own end to end customer relationship from the delivery perspective for a particular City

- Drive customer engagement for the customers in the city and Ensure customer engagement targets are met

- Coordinate with respective City and Cluster sales team to align engagement approach for customers

- Ensure Voice of customers are logged and addressed

- Ensure Enhancement requests suggested by the customers are getting logged and tracked

- Ensure customer issues and escalations are being addressed within defined SLAs

- Ensure customer feedback regarding the platform or new capabilities is captured and taken to right teams on time

- Conduct customer satisfaction survey/NPS regularly

- Identify customers who can provide testimonials

- Regular Status reporting to Regional Delivery Manager

- Ensure that customers are being regularly made aware of various platform capabilities and encourage them to leverage the same

- Manage cluster delivery teams

Experience and skill-set requirements:

- Areas: Customer Engagement, Customer Success

Skills: Strong experience in managing customers and helping them get value from a product/platform/solution, Excellent communication skills, Excellent leadership skills, Ability to build customer relations, Excellent interpersonal skills, Excellent knowledge in using MS Office, understanding of few business domains of small and medium enterprises, Managing teams.