City Delivery Manager - Customer Success - IT Solutions

Responsibilities :

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

- Drive customer engagement for the customers in 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 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

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

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.

Products are Saas, Cloud Solutions, IT Solution etc.