Client Success Manager

As a Client Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our clients, particularly in navigating the technical aspects of our products and services. Your role encompasses understanding clients' businesses, building relationships, strategic planning, advocacy, collaboration with internal teams, contract management, training, metrics, upselling, risk management, feedback, and renewal management.

Engage with clients ranging from senior C-level executives to junior professionals, understanding their technical requirements and priorities.

Facilitate client calls and meetings using MS Teams, Zoom, or other virtual communication platforms to discuss project progress, priorities, and challenges.

Understand client technical and business objectives and recommend appropriate actions to ensure client satisfaction and project success.

Collaborate with internal teams using Azure DevOps and MS Teams to overcome obstacles and maximize the value delivered to clients.

Apply critical thinking skills to identify opportunities for improvement and innovation in technical aspects of client engagements.

Present findings and recommendations to internal stakeholders to drive strategic decisions and enhance client satisfaction.

Utilize contract management software such as DocuSign to facilitate the negotiation and signing of contracts with clients and alignment to their technical needs.

Coordinate with the finance department to ensure accurate invoicing and payment processing for client contracts Additionally, you will be responsible for specific tasks outlined below:

Tasks:

1.SOW Kickoff and Sign Off: Coordinate with the Sales and PM team to conduct SOW kickoff and sign-off meetings. You will own these meetings, ensuring alignment between client expectations and project deliverables.

2. Cadence with Clients: Schedule regular cadence meetings with clients based on mutual agreement and account severity, either weekly or monthly. Quarterly meetings, including management and the sales team, should also be conducted to ensure alignment and address any overarching issues or opportunities.

3. Cadence with Delivery Team: Maintain a daily cadence with the delivery team to stay informed of all updates and progress related to client projects.

4. Weekly Check-Ins with Manager: Have weekly check-in meetings with department manager to review accounts health, discuss updates, risks and align strategies for clients success.

Requirements

Bachelor's degree in computer engineering, computer science, or a related field. In addition to MBA or master's

4+ years proven experience in client success management, account management, or a similar role, specifically in the technology or software industry.

3+ years of experience or knowledge in Data analytics, Generative AI, integration, RPA and/or cloud services are a plus.

PMP certified.

CSM certified and/ or CCSM certified is a plus.

Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.

Strong strategic planning and problem-solving abilities with experience in contract negotiation and management.

Proficiency in CRM software, Contracting software, Azure DevOps, PM tools, Microsoft Office Suite, and G Suite.

Strong organizational skills and attention to detail. In addition to familiarity with client feedback mechanisms and processes.

Experience in risk management and renewal management is a plus. Benefits

1. Culture:

Open Door Policy: Encourages open communication and accessibility to management.

Open Office Floor Plan: Fosters a collaborative and interactive work environment.

Flexible Working Hours: Allows employees to have flexibility in their work schedules.

Employee Referral Bonus: Rewards employees for referring qualified candidates.

Appraisal Process Twice a Year: Provides regular performance evaluations and feedback. 2. Inclusivity and Diversity:

Hiring practices that promote diversity: Ensures a diverse and inclusive workforce.

Mandatory POSH training: Promotes a safe and respectful work environment. 3. Health Insurance and Wellness Benefits:

GMC and Term Insurance: Offers medical coverage and financial protection.

Health Insurance: Provides coverage for medical expenses.

Disability Insurance: Offers financial support in case of disability. 4. Child Care & Parental Leave Benefits:

Company-sponsored family events: Creates opportunities for employees and their families to bond.

Generous Parental Leave: Allows parents to take time off after the birth or adoption of a child.

Family Medical Leave: Offers leave for employees to take care of family members' medical needs. 5. Perks and Time-Off Benefits:

Company-sponsored outings: Organizes recreational activities for employees.

Gratuity: Provides a monetary benefit as a token of appreciation.

Provident Fund: Helps employees save for retirement.

Generous PTO: Offers more than the industry standard for paid time off.

Paid sick days: Allows employees to take paid time off when they are unwell.

Paid holidays: Gives employees paid time off for designated holidays.

Bereavement Leave: Provides time off for employees to grieve the loss of a loved one. 6. Professional Development Benefits:

L&D with FLEX- Enterprise Learning Repository: Provides access to a learning repository for professional development.

Mentorship Program: Offers guidance and support from experienced professionals.

Job Training: Provides training to enhance job-related skills.

Professional Certification Reimbursements: Assists employees in obtaining professional certifications.

Promote from Within: Encourages internal growth and advancement opportunities.