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Client Success Manager

2 months ago

Bengaluru, India Diversified Full time

The Client Success Manager (CSM) is responsible for the overarching business relationship with assigned clients, serving as the primary point of contact for all customer managed service interactions. The primary goal is to act as the clients’ trusted advisor to help the client realize value from their relationship with Diversified and ensure the client’s relationship experience is a positive one. The CSM is responsible for providing empirical measurement to ensure contractual compliance while proving value of services. Development of a strong and evolving account plan is required to track progress, elements of success and introduce opportunities for new technology. As the internal client advocate, the CSM provides direction and support to their operational colleagues working in close collaboration with all departments to ensure process is followed and escalations are closely monitored. The Client Success Manager forms effective business partnerships with clients providing project oversight, proactive service, new product & service implementation, ongoing consultative support, and problem resolution across the entire program.


What will you be doing?

• Contractual compliance, effective service delivery, SLA adherence

• Contract creation, management, negotiation, renewal

• Strategic account plan development and implementation

• Sales Support / new business development

• Integrate data into KPI Reports for user experience metrics

• Be a trusted advisor to the customer. Understand and manage customer outcomes using data and leveraging customer knowledge and established relationships

• Understand the customer wholistically, including their business model, goals, projects, timelines, IT, and more. As proactively as possible, anticipate the needs of the customer, and their next steps in the lifecycle journey with Diversified

• Advocate for the customer by sharing information/data with Diversified customer facing teams

• Collaborate closely with Client Success team members (Sales/Account Management, Renewals and Support teams)

• Gauge customers’ levels of engagement through data analytics and suggest as well as initiate appropriate action(s)

• Provide insights to customers to ensure they recognize value from Diversified’s managed services

• Handle and resolve customer requests, concerns, billing inquiries, escalations, etc.

• Advocate new solutions or products to improve customer’s operations. Prove business value to promote customer growth through our service offerings

• Represent Diversified to customers through the ‘Adopt’ ‘Mature’ and ‘Expansion’ customer journey stages

• Serve as Diversified’ s primary managed service interface with assigned clients.

• Develop & maintain positive client relationship.

• Identify and pursue new business opportunities as an expert in Diversified ‘s capabilities and service offerings

• Maintain complete familiarity with contract(s) between Diversified and client to help ensure client expectations are properly set and met; manage contractual compliance.

• Ensure all internal financial reporting requirements and timetables are met

• Coordinate internal staff activities toward fulfillment of client expectations and contractual requirements in an effective, collaborative environment

• Coordinate and supervise the internal Diversified departments and teams in their delivery of the day-to-day activities for the client.

• Proactively review open service tickets to ensure SLA compliance

• Process training and enforcement specific to the client engagement and escalation

• Participate in regular business reviews with the client


Required/Desired Knowledge, Experience and Skills:

• 3+ years relevant industry experience

• Total 10+yrs of experience

• Proven track record of success fueled by a passion for delighting clients

• Strong communication, collaboration, prioritization, critical thinking, and influencing skills

• Demonstrable presentation skills and ability to prepare and deliver logical presentations.

• Team player with proven ability to collaborate and work successfully with strong personality types and with a wide range of personnel within the organization.

• Proven self-starter with ability to successfully work in fast-paced, deadline-oriented environment

• High skill level in use of organizational tools

• Strong competency with standard business software applications (MS Office; CRM, etc.)


Education/Certifications:

• Bachelor’s Degree

• Certification and working knowledge of ITIL practices desired


Shift:

2:00 PM - 11:00 PM


Location:

Bangalore (office location)