We are looking for a strategic and customer-centric Customer Success Manager to manage enterprise customer relationships, drive long-term account growth, and deliver technology-led business outcomes. This role combines Customer Success, Strategic Account Management, Solution Consulting, and Pre-Sales to maximize customer value while supporting revenue growth across strategic accounts.
The ideal candidate will possess a strong background in IT services—particularly in AI/ML, Data Engineering, Software Engineering, and Cloud—and the ability to translate business priorities into practical,technology-driven solutions.Working closely with Sales, Delivery, Solution Architects, Engineering, and Leadership teams, you will serve as a trusted advisor, driving customer satisfaction, retention, adoption, and account expansion.
- Own strategic enterprise accounts, ensuring customer satisfaction, retention, account growth, and overall account health.
- Build trusted relationships with business and technology stakeholders to understand business objectives, challenges, and evolving priorities.
- Lead customer discovery sessions, workshops, and solution discussions to identify opportunities and define value-driven technology solutions.
- Collaborate with Solution Architects, Delivery, and Engineering teams to design scalable, commercially viable solutions aligned with customer needs.
- Translate business requirements into solution strategies, validate technical feasibility, and ensure smooth transition from pre-sales to delivery.
- Support the complete pre-sales lifecycle, including solution design, proposals, SOWs, effort estimation, pricing inputs, POCs, customer presentations, and commercial discussions.
- Monitor account performance, project progress, customer satisfaction, and solution adoption while proactively addressing delivery and business risks.
- Act as the voice of the customer by providing feedback that drives service improvements and delivery excellence.
- Identify and drive cross-sell and upsell opportunities across Impressico’s IT services, including AI/ML, Cloud, Data Engineering, Analytics, Automation, and Digital Transformation.
- Develop strategic account plans, manage opportunity pipelines, contribute to forecasting, and support contract renewals and account expansion.
- Maintain executive-level customer engagement through business reviews, governance meetings, and strategic planning sessions.
- Represent Impressico Business Solutions in customer engagements and stay updated on emerging technologies and market trends to recommend innovative solutions.
- Bachelor’s degree in Computer Science, Engineering, Information Technology, Business, or a related field; MBA or Master’s degree preferred.
- 10+ years of experience in IT Services with strong exposure to Customer Success, Strategic Account Management, Pre-Sales, Solution Consulting, or Enterprise Sales.
- Strong understanding of Software Engineering, Cloud (AWS, Azure, GCP), AI/ML, Data Engineering, Digital Transformation, Managed Services, and Enterprise IT solutions.
- Experience in solution consulting, proposal development, SOW preparation, effort estimation, pricing support, pipeline management, and commercial discussions.
- Proven ability to translate business challenges into technology-driven solutions and deliver measurable customer outcomes.
- Demonstrated success in managing enterprise accounts, driving customer retention, account growth, and revenue expansion.
- Strong business and commercial acumen with excellent stakeholder management, communication, presentation, negotiation, and consulting skills.
- Experience engaging with CXOs and senior business leaders.
- Strong analytical, problem-solving, and decision-making skills.
- Familiarity with Agile methodologies, Managed Services, and global delivery models.
- Experience working with global customers and distributed delivery teams is an advantage.
- Solution Consulting
- Customer Relationship Management
- IT Services Consulting
- AI/ML Solutions
- Digital Transformation
- Managed Services
- Business Analysis & Requirement Gathering
- Statement of Work (SOW) Preparation
- Proof of Concept (POC) Management
- Excellent Communication & Presentation Skills
- Analytical & Problem-Solving Skills
