Customer Success Manager

Objective

Operate as the lead point of contact for any and all matters specific to customers

Key responsibilities

• Understand client Technology requirement/expectation and communicate to development/implementation team.
• Assess feasibility of requirement in coordination with implementation/Support and development team.
• Discuss workaround solution with the teams in case direct resolution is not possible due to technology limitations.
• Maintain communication with the client and understand on going requirements of client.
• Keep updated with new features(New Release) of the product and ensure client is aware of these features.
• Monitor Implementations to ensure timely and successful delivery of solution according to customer needs and objectives.
• Ensure timely escalation to line manager in case customer requirements are not met.
• Understand criticality of customer requirements and suggest priorities to development team.
• Ensure License notes(paper license) is prepared with the license keys and send to accounts team as well as customers up on completion of implementation.
• Ensure AMC contracts are prepared and sent to customers as per proposals and PO’s.
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.
• Build and maintain strong, trustworthy, long-lasting customer relationships. Explore opportunities of new business to help generate sales revenue.

Soft Skills

• Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization, including executives and C-level.
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills