Consultant/Senior Consultant - Customer Success Manager

Opening For Customer Success Manager Consultant with Leading MNC

Role - Customer Success Manager

Location - Hyderabad

Grade: M / SA

SA=Consultant = max 16 LPA incl var 1LPA (5-10 yrs)

M=Senior Consultant = max 22 LPA incl var 1.5 LPA (6-10 yrs)

Experience & Skill Expectations

- Minimum of 5-6 years- 10 yrs experience in Project Management with strong exposure to Business Analysis activities

- Educational Qualifications - BE + MBA

- Should have experience working in projects involving onsite-offshore model

- Prior experience involving internet, start-up and SaaS IT projects is preferred

- Exposure to various development methodologies including Agile / Scrum procedures

- Proficient in MS-Powerpoint, MS Excel, MS Word, and MS Visio skills

- Expertise in gathering and documenting business / functional requirements and creating process flows, use cases, and other similar artifacts

- Experience in working with development, testing and operations teams, and tracking / coordinating project tasks and schedules

- The Candidate must have the ability to take initiative, work with minimal daily direction, and prioritize time effectively to deliver accurate results

- Adept at handling pressure situations involving opportunities from multiple region client teams and global project teams

- Willingness to relocate to Hyderabad at short notice

- Prior experience as a developer/tester is preferred

- Excellent communication skills and the ability to influence and manage people through a cross matrix reporting structure

- Systematic, disciplined and analytical approach to problem-solving and detail oriented

- Identifying the appropriate tools, methods, and templates that are required within the centralized organization

Primary Roles & Responsibilities - 

- Project Management: Assist in the creation and maintenance of projects, plans, schedule effort estimation etc.

- Assist onsite Customer Management team in requirements gathering sessions, and in the documentation of requirements

- Communicates status to onsite Customer Management team, prioritize requirements for development and testing teams, and assist the onsite Customer Management team to obtain requirements sign-off from clients

- Create use cases, process flows and functional documents based on approved requirements

- Support onsite Customer Management vision, by providing guidance to offshore development and testing efforts as per requirements, use cases and documentation provided

- Review test cases, test plans, and test reports and provide inputs/validations to the QA team

- Provide follow-ups on defects reported by QA team, and ensure defect resolution is achieved in a timely manner

- Act as the first point of escalation/clarification for offshore Development, QA and Support teams before reaching out to onsite Customer Management team

- Creating UAT test scripts and support onsite Customer Management team in conducting UAT

- Create end-user Training manuals, Training Presentations, and lead Support Model implementation

- Train support teams on system functionality and track support runbook creation

- Assist onsite Customer Management team in train-the-trainer sessions and providing training to client Super-user groups

- Conduct status meetings and facilitate issues resolution and risk mitigation

- Assist in status reporting to senior management, customers and other stakeholders

- Coordinate with onsite Customer Management team and guide offshore preparations for demos and POCs