Client Success Manager

New Vision Softcom Consultancy; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

NewVision is seeking Client Success Managers (CSMs) to serve our clients. As key individual contributors, CSMs broaden the business relationship with existing clients and is responsible for ensuring the contractual renewal of the relationship while also nurturing new sales opportunities from existing accounts.

This individual will also be responsible for account governance and CSAT These roles require governance of CSAT, coordination across departments, and partnership with executives.

Qualifications

• Proven work experience as a Client Success Manager or similar role.
• Experience in IT Project Services and understands development lifecycle.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Excellent verbal and written English communication.
• Experience communicating with C-level executives, partners, consultants, and vendors.

Responsibilities

• Focused on Partnership / Relationship Management, Client Satisfaction and Additional Revenue.
• Meet with client executives to review Business Plan, Enterprise Architecture, Solution Development, and Solution Support.
• Understand the clients business strategy and business requirements.
• Represent NewVision as the primary client facing account contact.
• Act as primary escalation point (both internally and externally).
• Monthly SLA Reporting.
• Manage client renewal process and take necessary steps to facilitate long-term continuity.
• Manage contracts and other client relationship documents.
• Conduct periodic reviews of the account to include client satisfaction assessments.
• Be knowledgeable about what applications, modules, and services your clients use.
• Communicate with clients weekly.
• Monitor service delivery and elevate issues internally to manage and assure overall client satisfaction.
• Communicate with partners and third parties on behalf of client and NewVision; monitor client health and identify churn risk.

Skills

Client relationship management

IT project services

Cross-functional collaboration

Project or program management

English communication

Presentation skills

Time management

Analytical problem solving

Infrastructure knowledge

C-level communication

Vendor/partner management

Education

Bachelor's degree in Computer Science or related

MBA

Job description

Position Summary:

NewVision is seeking Client Success Managers (CSM) to serve our clients. As key individual contributors, the CSMs broaden the business relationship with existing clients and is responsible for ensuring the contractual renewal of the relationship while also nurturing new sales opportunities from existing accounts. This individual will also be responsible for account governance and CSAT

Responsibilities:

• Focused on Partnership / Relationship Management, Client Satisfaction and Additional Revenue
• Meet with client executives to review Business Plan, Enterprise Architecture, Solution Development, and Solution Support
• Understand the clients business strategy and business requirements
• Represent NewVision as the primary client facing account contact
• Act as primary escalation point (both internally and externally)
• Facilitate client requests for information
• Monthly SLA Reporting
• Manage client renewal process and take necessary steps to facilitate long-term continuity
• Manage contracts and other client relationship documents
• Conduct periodic reviews of the account to include client satisfaction assessments
• Be knowledgeable about what applications, modules, and services your clients use
• Communicate with clients weekly
• Monitor service delivery and elevate issues internally to manage and assure overall client satisfaction.
• Communicate with partners and third parties on behalf of client's and NewVisionMonitor client health and identify churn risk

Preferred Skills & Experience:

Proven work experience as a Client Success Manager or similar role

• Experience in IT Project Services and understands development lifecycle
• Ability to work effectively across multiple departments in a deadline-driven environment
• Highly motivated self-starter requiring little oversight
• Project or Program management capability and experience
• Exceptional verbal and written English communication skills
• Exceptional presentation skills
• Exceptional organizational and time management skills
• Excellent interpersonal and listening skills
• Excellent analytical and problem-solving skills
• Knowledge of infrastructure and technology stack
• Established relationship building and management skills
• Politically savvy (understanding the customers relationships within their organization and the needs of each group)
• Promotes quality in all deliverables
• Experience communicating with C-level executives, managing partners, consultants, and vendors (internally and externally)
• College degree in Computer Science or similar discipline
• an MBA will be an added plus