Customer Success Manager IT BPO

The Role We are looking for an enthusiastic Customer Success Manager to work as a trusted advisor for our clients and lead them through all the phases of the product implementation With a consultative approach you will plan and manage account relationships with a focus on product adoption and client success Responsibilities Own the client journey from onboarding to adoption renewal and growth Deliver and measure the ROI for each account Manage the product implementation in terms of milestones with resource and program tracking while managing risks and escalations Track the engagement metrics and lead the account reviews seeking feedback and providing support at every touchpoint for optimum value delivery Collaborate with internal stakeholders across operations sales engineering and product to ensure all queries are addressed in a timely manner Translate client feedback into positive impact on product development Improve the product adoption with greater client satisfaction Conduct engagement and training activities such as webinars product demonstrations etc Develop and maintain positive client relationships Create adoption benchmarks and forecasts based on business use cases Requirements B Tech MBA from a premier College or University Minimum 3 years of experience in a Customer Success role with a track record of delivery and implementation of SaaS solutions or subscriptionbased products in a fastpaced environment Ability to create new business opportunities through relationship building with key decisionmakers Adept at working crossfunctionally to deliver results Deep understanding of the Financial Services ecosystem having a strong grasp of financial and or legal terminology Strategic thinker with the ability to decode technical solutions for a nontechnical clientele Prior experience in Project management or account management in a clientfacing role is preferred Analytical and processoriented with good knowledge of value drivers in recurring revenue business models Strong organizational time management and prioritization skills Proactive and detail oriented with excellent communication skills and creative thinking ability