Key Responsibilities:
Customer Relationship Management
- Serve as the primary point of contact for assigned clients, building trusted relationships with key stakeholders across client organizations.
- Understand the clients’ business objectives, challenges, and needs to ensure they get maximum value from the services and solutions provided.
- Hold regular strategic reviews with clients to discuss progress, gather feedback, and adjust services or solutions to align with evolving client needs.
Onboarding and Service Implementation
- Oversee smooth onboarding of clients, ensuring seamless integration of services, custom implementations, and any required training.
- Guide clients through the service delivery process, and add value to their operations.
- Develop and execute client success strategies that are tailored to the specific requirements of each project and engagement.
Proactive Account Management
- Monitor client satisfaction and engagement through feedback metrics.
- Identify risks in service delivery or potential churn, taking proactive steps to address concerns and ensure long-term client retention.
- Collaborate with service delivery and sales teams to identify opportunities for expansion or deeper service engagements.
Support and Problem Solving
- Partner with the service delivery teams to ensure timely resolution of client issues or escalations.
- Act as a liaison between the client and internal teams (engineering, project management, business) to gather client feedback and influence service improvements.
- Advocate for the client’s needs within the company to ensure services are aligned with their goals and challenges.
Client Retention and Growth
- Drive long-term client retention by ensuring consistent delivery of high-quality services and maintaining strong, strategic relationships.
- Identify and nurture growth opportunities, including upselling additional services, consulting packages, or managed service agreements.
- Maintain a deep understanding of the client’s industry, business challenges, and strategic goals to help drive continued service relevance.
Reporting and Metrics
- Track and analyze key client success metrics such as satisfaction scores, retention rates, and engagement with services provided.
- Deliver quarterly business reviews (QBRs) or periodic service reports, highlighting key milestones, success stories, and areas for future improvement.
- Regularly report on client success initiatives and performance to management and other internal stakeholders.
Qualifications:
- Bachelor's degree in business, Technology, or a related field.
- 5+ years of experience in Customer Success, Account Management, or Project Management in a tech services or IT consulting environment.
- Proven experience managing service delivery projects and building long-term, consultative relationships with clients.
- Strong communication skills and the ability to work with senior client stakeholders.
- Problem-solving skills with a focus on resolving service delivery issues or technical roadblocks.
- Familiarity with service management platforms (e.g., ServiceNow, Jira) and CRM tools (e.g., Salesforce, HubSpot).
Additional qualifications:
· Experience for carrying/meeting revenue targets from up and cross sells.
· Experience in driving customer success strategies.
· Optional - competency level for Salesforce required (should also have suitable Salesforce experience in administration / consultation / integration projects for him /her to be able to guide, influence and negotiate with clients effectively w.r.t solutioning.)
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Application Question(s):
- What is your current CTC?
- What is your expected CTC?
- Years of experience in managing service delivery projects and building long-term, consultative relationships with clients.
- Years of experience with with service management platforms (e.g., ServiceNow, Jira) and CRM tools (e.g., Salesforce, HubSpot).
Location:
- Noida, Uttar Pradesh (Noida) (Preferred)
Work Location: In person
