Manager - Customer Success/Customer Relationship/Customer Marketing - Software Development Firm

Desired Profile :

1. Experience in Customer Facing/Marketing roles in IT Products/Services industries

2. Understands customer business across one or more industries - such as: Banking, Manufacturing, Healthcare, BPO/SSC, etc.

3. Has high confidence level to be able to interact with Middle & Senior management within Company and in customer organizations.

4. Good coordination & inter-personal skills with multitasking abilities

5. Excellent communication skills (verbal & written). Is a self-starter and an analytical & innovative thinker

6. Strong in MS-Office, primarily : Excel, PPT & Doc

7. MBA + Technical Preferred.

Responsibilities :

1. Customer Marketing - Cross Sell & Up Sell Opportunities

a.) Planning customer based campaigns & events

b.) Understanding Company implementations at customer's site and identifying the newer areas of up-sell & cross-sell

c.) Periodically share content such as Newsletters, Product Direction Documents, Exclusive Media Coverage, and news about latest happenings at the company.

2. Tracking and Improving Customer Satisfaction

a.) Measuring the customer satisfaction level by conducting - Customer Satisfaction Survey- and presenting research findings

b.) Identifying & tracking the "Plan of Action" (based on the findings of the Customer Surveys) in-coordination with respective stake-holders & Teams to improve the satisfaction level of customers

3. Customer Relationship Management

a.) Planning and executing customer loyalty programs across the globe (Gold Customer Club) along with periodic reviews with stake-holders

b.) Planning and driving the format of Customer Meets; leveraging the client relationships to gain references & interview bytes along with interaction with Leadership Team

c.) Managing the approvals & references from customers for Co-branding & Marketing activities such as - Analysts Interactions/MQ Reports, Case-Study publish, Logo Publish, Testimonials, Media-Coverages & PRs, Awards Nominations, Client Interview Bytes, etc.

d.) Winning Awards & Industry Recognition for : Company & Clients at Global & Regional level

4. Creating & Managing - Customer Centric Content

a.) Managing the creation of ROI focused "Client Case Studies, "Case notes and getting them released.