Job Description

Customer Success Managers (CSMs) are a unique hybrid role between customer service and sales. The main goal is to provide support for customers as they transition from the sales pipeline (prospects) to the support pipeline (active users).

Responsibilities:

- Single point contact and project success ownership.

- Client coordination and communication over project solutioning (Technical solutioning along with Delivery/ Project manager), Consulting

- Project estimation - Delivery Plan & effort in coordination with delivery / project manager.

- Commercial negotiation and ensuring profitable deal onboarding

- Project Tracking & reporting to both client & internal stakeholders

- Project review on regular basis with delivery team

- Ensuring On-time project completion - if not, tracking and fixing with PM

- Delivery milestone and revenue milestone mapping. Ensuring revenue is recognized & achieved

- Operational reporting & account planning

- Enhancement/change request identification & action

- Working with BDM and prospecting team for A/c size increment

Required Skill Criteria :

- Strong Communication & Interpersonal skills with 3+ years of managing the Enterprise account relationship

- Experience in handling Digital technology projects - presales, post sales and Business Analysis with top IT companies.

- Business studies/ management background preferable

- Strong know-how of Web & Mobile Technologies or how does a software/digital company operates

- Understanding of Software Development life cycle

- Ability to do Project audit in respect to Payments & Deliveries

- Ability to maintain a good rapport with client stakeholders

- Clear communication verbal & written to manage & document stakeholders expectations

- Ability to mitigate client & internal escalations

- Ability to foresee hidden risks and highlight on time and ensure a closure

- Ability to nurture and grow a client into an account by ensuring repeat business

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