Customer Success Manager India

ESP Global Services; Maharashtra; On-site; INR 6,000,000 - 8,000,000; Full time

Benefits offered by this job

Holiday Leave

Medical Insurance

Job summary

ESP Global Services is looking for a Service Manager in Maharashtra, India, to manage service relationships with a major European client. The role involves overseeing service performance, managing the delivery of contracted services, and developing strong customer relationships. Candidates should have over 3 years' experience, excellent customer service skills, and a solid understanding of ITIL processes. The company offers a competitive salary, medical insurance, and opportunities for professional development.

Qualifications

• More than 3 years' experience managing global customer accounts.
• Proven ability to manage SIP and CSI processes.
• Excellent written and spoken English required.

Responsibilities

• Manage operational delivery of contracted services.
• Create and drive Continuous Service Improvement Plans.
• Develop and nurture relationships with customers.

Skills

Customer facing experience

Service Improvement Plans (SIP)

ITIL process knowledge

Effective communication

Stakeholder influence

Attention to detail

Tools

Microsoft Word

PowerPoint

Excel

Job description

Brief Description

To manage the service relationship with a major European based customer, overseeing service performance and ensuring that customer retention, growth and transformation is delivered over the contract period.

What will you do?

• Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA’s and KPI’s as defined in the relevant contracts are met or exceeded.
• Represent and advocate for the customer internally within ESP to ensure that ESP delivers the highest possible quality of service and maximises customer satisfaction / retention.
• Create and drive Continuous Service Improvement (CSI) Plans and Service Development Plans to maintain, improve and develop the services delivered by ESP.
• Develop, grow and nurture strong and positive relationships with the customer, gaining a deep understanding of their business, challenges and strategy, ensuring that ESP is well positioned to help them achieve their goals and maximising account value to ESP.
• Work closely alongside the aligned Sales Account Manager on account planning and growth across all customers within assigned portfolio, ensuring any business intelligence, leads or opportunities are successfully identified and referred.
• Review and sign off the service delivery and service management elements of proposals, bids, RFPs etc to ensure that all propositions are accurately costed, supportable and meet or exceed the customers’ service expectations.
• Manage the business take on process to ensure that all new business is successfully onboarded and reflects the quality and cost efficiencies required from ESP for operational excellence.
• Deliver quality service reports to customers that accurately reflect the SLA measures agreed in the contract and identify trends / issues and manage any corrective or improvement actions through to successful resolution.
• Conduct customer awareness briefings for internal support teams to ensure that all resources have appropriate customer specific knowledge.
• Manage and report on account P&L, track to ensure profitability and investigate monthly anomalies if and when they occur.

Requirements

• More than 3 years' experience managing Global Customer Accounts preferable supporting one of the Global ITO’s.
• Customer facing experience and customer service skills.
• Proven ability to manage the SIP and CSI processes for a customer portfolio.
• Ability to manage administration and multiple tasks in an accurate and timely manner, often against deadlines.
• End to end contract knowledge and management.
• Ability to communicate effectively at the appropriate levels, internally and externally.
• Ability to influence key stakeholders in Customer Accounts.
• Ability to translate and communicate business requirements and service requirements/specifications to varying levels of audience.
• Understanding of ITIL process and structure.
• Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations.
• Excellent written and spoke English required.

What Will You Bring to ESP?

Motivated to develop your career in Service Desk, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.

What We Will Offer

Personal & Professional Development

Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary

We offer a competitive range based upon suitability or experience.

Benefits

• Holiday Leave
• Medical Insurance

Equal Opportunity Employer

ESP Global Services is an equal opportunity employer.