Manager - Customer Success - IT

Job Objective :

- Manage and enhance customer user experience on the LiVE.Ai platform

- Monitor and analyse overall account utilization (both LiVE.Ai and Custom MI)

- Gauge opportunities for service enhancement and commercial upsell

- Identify and influence key stakeholders

- Establish ways to improve client user experience

- Secure account renewal

Roles and Responsibilities :

Client Management :

- Identify service enhancement opportunities : Analyse project activity and user experience to establish ways to improve client user experience across product-heavy and service-light accounts globally

- Identify opportunities for account expansion : Analyse project activity and Beroe service portfolio to identify upsell opportunities across product-heavy and service-light accounts globally

- Program Management : Drive client value and success across client accounts

- Strengthen account relationships : Conduct category workshops and support marketing initiatives to broaden and deepen user base within client accounts

- New client engagements : Build & execute engagement launch plans for new clients

- Secure account renewal : Operationally manage small and mid-sized client accounts globally, with an especial focus on product-focused accounts in order to ensure successful renewal

Client Review :

- Regular account reviews with senior client stakeholders

- Ongoing dialogue, relationship with category managers, category value delivery review

- Conduct year-end review with senior stakeholders for contract renewal, cost of program, value delivered

- Drive account planning strategy

Delivery Management :

- Delivery of High Visibility projects for New & Existing clients

- Project Routing : Route client requests based on the complexity of the project from Abi to research teams (Delivery)

- Ensure proactive category support and best practices sharing

Desired Skills and Requirements :

- Excellent Communication & Presentation Skills

- Analytical & Problem solving Skills

- Business Acumen

- Consulting Mind set

Relationship Building : Convincing & Influencing skills

- Open to travel as & when required

- Very strong Excel and PowerPoint skills