Client Success Manager

I2techs; Vadodara; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

I2techs in India is seeking an experienced Client Success Manager to lead strategic customer partnerships and ensure successful delivery of IT services. You will coordinate Discovery phases, drive customer satisfaction, and oversee the Customer Support and Data teams.

The role emphasizes building strong client relationships, resolving escalations, and delivering regular performance reports to management to improve service delivery.

Qualifications

• 10+ years of experience as a Client Success Manager in IT.
• Proven ability to manage large customer portfolios and drive satisfaction.

Responsibilities

• Manage customer projects, completing the Discovery phase and coordinating with customers and internal teams.
• Provide customer service, resolve escalated cases, and ensure timely solutions.
• Log activities and ensure services are paid for.
• Plan and deliver training for customers, acclimating them to Windowmaker.
• Provide regular reports to management.
• Oversee the Customer Support and Data team.
• Communicate with clients, reduce turnaround time, and assign work to resources.
• Prepare productivity reports and schedule resources for service requests.
• Improve processes and provide effective support to customers.
• Ensure regular customer training on the latest releases.
• Provide technical support to sales staff and help with technical demos.
• Develop reports to improve efficiency and quality of deliverables.
• Identify training needs and schedule sessions.
• Oversee operational duties of the customer service team.
• Maintain records or tickets of all interactions with customers.
• Train new employees.
• Maintain customer satisfaction by providing problem‑solving resources.
• Research and implement new ways to improve the customer experience.
• Implement best practices in customer service management.
• Contributes customer service information and recommendations to strategic plans and reviews.

Skills

Client Success Management

Team Leadership

Customer Relationship

Stakeholder Communication

Education

BE/B.Tech

Job description

Responsibilities

• Manage customer projects, completing the Discovery phase and coordinating with customers and internal teams.
• Provide customer service, resolve escalated cases, and ensure timely solutions.
• Log activities and ensure services are paid for.
• Plan and deliver training for customers, acclimating them to Windowmaker.
• Provide regular reports to management.
• Oversee the Customer Support and Data team.
• Communicate with clients, reduce turnaround time, and assign work to resources.
• Prepare productivity reports and schedule resources for service requests.
• Improve processes and provide effective support to customers.
• Ensure regular customer training on the latest releases.
• Provide technical support to sales staff and help with technical demos.
• Develop reports to improve efficiency and quality of deliverables.
• Identify training needs and schedule sessions.
• Oversee operational duties of the customer service team.
• Maintain records or tickets of all interactions with customers.
• Train new employees.
• Maintain customer satisfaction by providing problem‑solving resources.
• Research and implement new ways to improve the customer experience.
• Implement best practices in customer service management.
• Contributes customer service information and recommendations to strategic plans and reviews.

Requirements

• BE/B. Tech with a minimum of 10+ years of experience as a Client Success Manager in the IT industry.