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Manager - Customer Success - IT Services

3 months ago

Bengaluru, Karnataka, India Antino Labs Private Limited Full time


As a Customer Success Manager for our IT services, you will play a pivotal role in ensuring the satisfaction,retention, and ongoing success of our clients.

Your primary focus will be to build strong relationships withcustomers, understand their business needs, and collaborate with internal teams to deliver exceptional service and Onboarding and Relationship Building:

  • Lead the onboarding process for new clients, ensuring a smooth transition and understanding of our services.
  • Establish and maintain strong relationships with key client stakeholders.

Needs Assessment and Solution Alignment:

  • Collaborate with clients to understand their business objectives and challenges.
  • Align our IT services with client needs, providing solutions that contribute to their success.

Account Management:

  • Serve as the main point of contact for clients, managing and nurturing longterm relationships.
  • Regularly check in with clients to assess satisfaction, identify opportunities, and address concerns.

Client Advocacy:

  • Advocate for clients internally, ensuring their needs and expectations are understood and met.
  • Work crossfunctionally to coordinate resources and support for client success.

Product and Service Education:

  • Provide clients with education on our IT services, features, and updates.
  • Conduct training sessions to empower clients to maximize the value of our offerings.

Renewal Management:

  • Proactively manage contract renewals, collaborating with the sales team to secure ongoing business.
  • Identify upsell and crosssell opportunities based on client needs.

Issue Resolution and Escalation:

  • Act as a liaison between clients and internal teams to resolve issues promptly.
  • Escalate critical concernsto the appropriate departments for resolution.

Performance Metrics and Reporting:

  • Define and track key performance indicators (KPIs) related to customer success and satisfaction.
  • Prepare regular reports for management, highlighting successes and areas for improvement.

Qualifications and Skills:

  • Bachelor's degree in Business, IT, or a related field.
  • Proven experience in a customer success or account management role within the IT services industry.
  • Excellent communication and interpersonal skills.
  • Strong problemsolving and strategic thinking abilities.
  • Familiarity with IT services, solutions, and industry trends.
  • Ability to manage multiple client accounts simultaneously.
  • Resultsoriented with a focus on achieving customer satisfaction and retention.
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