Customer Success Manager

Job Title: Account Manager / Customer Success Manager IT Infrastructure Services
Location: Gurugram (Work From office)
Experience: 5+ years
Notice Period: Immediate

Key Responsibilities:

• Build and maintain strong, long-term relationships with key stakeholders in client organizations.
• Serve as the primary point of contact for all client needs, ensuring satisfaction and smooth communication across various teams.
• Take ownership of client accounts, ensuring successful implementation of IT infrastructure solutions.
• Coordinate between clients and internal teams to meet deliverables on time and within budget, ensuring high-quality service.
• Focus on driving adoption, engagement, and overall satisfaction with IT infrastructure services.
• Act as a trusted advisor to clients, proactively identifying opportunities to enhance their experience and address any concerns.
• Understand customer business goals and collaborate with internal teams to provide customized solutions. Work closely with the client to ensure that IT infrastructure strategies align with their evolving needs.
• Identify opportunities for upselling and cross-selling additional services to existing clients. Partner with the sales team to maximize revenue potential and ensure continued growth of client accounts.
• Track and report key success metrics, including client satisfaction, product usage, and renewal rates. Use data insights to suggest improvements and ensure the ongoing success of customer relationships.
• Handle any customer issues or escalations promptly and effectively. Work cross-functionally with technical teams to resolve problems and ensure minimal impact on the clients business operations.
• Work closely with internal teams (sales, technical, support) to ensure seamless service delivery. Facilitate internal communication to keep all stakeholders aligned on client objectives and progress.

Qualifications:

-Bachelors degree in Business, Information Technology, or a related field. MBA is preferred.
5+ years of experience in account management, customer success, or a similar role in IT infrastructure services.
-Strong understanding of IT infrastructure services, including cloud computing, data centers, network management, and cybersecurity. Ability to explain complex technical concepts to non-technical clients.
-Proven ability to build and nurture relationships with clients, driving long-term satisfaction and success. Experience in identifying customer pain points and delivering effective solutions.
-Exceptional verbal and written communication skills. Ability to effectively engage with senior stakeholders and influence decision-making.
-Strong analytical and problem-solving abilities, with a focus on proactively identifying and resolving customer challenges.
-Experience with CRM platforms (Salesforce, HubSpot), and familiarity with IT service management frameworks (e.g., ITIL) is a plus.Project management experience or certifications like PMP is desirable.

Job Type: Full-time

Pay: ₹700, ₹1,000,000.00 per year

Application Question(s):

• 1. Please mention your Current CTC and Expected CTC?
• 1. Please rate your English communication skills out of 10 (1 is lowest and 10 is highest)
• 1. In how many days you can join us if get shortlisted ?
• 1. How many years of experience do you have in Account Management?
• 1. How many years of experience do you have in IT Client Servicing?
• 1. What type of IT infrastructure you have experience in Account Management?
• 1. What type of global customers you have handled in terms of client servicing and account management?
• 1. This role requires you to work on various time hours depending upon the client and customer requirement , are you ok with it ?
• 1. Have you gone through the JD and ok to work on all roles and responsibilities?
• Let us know your top 5 skills which makes you a fir for this role.
• 1. Are you comfortable to work from office (Gurugram)

Work Location: In person