Duties and Responsibilities: Lead teams to deliver projects for global clients and be responsible (with minimal supervision) for: - Convincingly presenting solutions to customers - especially in an unstructured and ever-changing client environment. - Gathering business requirements from client stakeholders via interactions like interviews, workshops and thorough review of existing documentation - Understanding customer needs and translating them to business requirements (business requirement definition), business process flows and functional requirements - thereby acting as an interface between business and technology teams - Ability to understand the as-is process; understand issues with the processes which can be resolved either through technology or process solutions and design detail level to-be process with all stakeholders. - Ability to analyze data and determine key trends and develop appropriate and relevant recommendations for the Client Practice and Business Development: - Support global sales team to identify, solution for and win EaaS opportunities - Build EaaS offering capabilities, training, and GTM collaterals Experience: - 8-10 years of progressive experience in Management Consulting or in High tech industry (for the latter, we are looking for SMEs in renewals and/or customer success) - Good understanding of pricing &amp; engagement models, contracts &amp; service levels, customer success, and renewals best practices, operations &amp; support management for CMT clients - Assessment of as-is operating model for customer success across the dimensions of customer on-boarding, customer support, adoption, account management, and renewals - Designing of targeting operating model for Customer Success including customer experience and journey mapping, organization design and GTM strategy - Define transformational initiatives and design implementation plan from the customer acquisition to renewals including customer training, professional services packages to design, customer support channels, and tools, adoption improvement, churn management, up-sell/cross-sell opportunities and retention rate reduction - Drive Customer Success/Renewals transformation programs with experience in value tracking &amp; reporting, metrics &amp; KPI design, business case, SOPs, project management, governance, and PMO Education:- Full-time MBA is a must-have.

Bangalore

Gurgaon/Gurugram

Mumbai

Manager - Customer Success - Management Consulting Firm 

Manager - Customer Success - Management Consulting Firm  ,Job Description for Manager - Customer Success - Management Consulting Firm  in Iris HigherGround in  Bangalore Gurgaon/Gurugram Mumbai for (6-12) years of experience. Apply Now!

Job Description for Manager - Customer Success - Management Consulting Firm  in Iris HigherGround in  Bangalore Gurgaon/Gurugram Mumbai for (6-12) years of experience. Apply Now!