Client Services Manager
4 weeks ago
Client Success Managers need to be engaging, firm yet tactful, results-driven team players, and always looking out for opportunities in serving our client's needs. Client Success Managers need to manage international clients and ensure client engagement and satisfaction through high-level product and services delivery including upselling. The focus is on great client satisfaction and value delivery in support of client retention and successful renewals of the program.
What Does team do
The Department of Client Success Management is primarily responsible for managing the Client's lifecycle with Sakon, i.e., from client onboarding to steady state, their journey with Sakon and possible offboarding. The team manages operational plus strategic projects, day-to-day operations and communications with the clients and serves as a liaison between client and delivery teams.
The CSM team also develops strong engagement with clients driven by constant value driven outcomes, optimal service performance and communication resulting in successful renewal and revenue expansion projects with clients.
What will you do
• Manages Mobility Client Portfolio and serves as the main point of contact for assigned clients.
• Solutions consultant-like engagement leading client and partner meetings
• creating meeting agendas
• engaging and enabling solutions to new client requirements with existing products and services
• documenting and tracking deliverables
• working with delivery teams to ensure the required outcomes are delivered.
• ensuring timely responses or delivery of the client requests.
• Identifying, tracking, and managing activities, evaluating and reporting on client health status to the internal and external stake holders.
• Creating "Statements of Work" and/or "Change Requests" as required depending on the circumstances.
• Preparing and conducting business reviews to obtain client feedback and define/redefine engagement goals and means to achieve them.
• Managing client escalations and communicating with management in a timely, professional, accurate manner.
• Management reporting on client health statuses, renewal targets achievement, churn ratio, upsell and other reporting statistics as requested.
Our Expectations
• 4+ Years of experience and proven knowledge of client management practice and demonstrable strong time-management and follow-up skills required.
• A minimum of 3 years of experience in dealing with international clients with strong communication, writing, listening, analytical, and problem-solving skills are a must.
• Ability to think critically, document factually, and stay focused on the underlying business requirements to contribute in a technical team environment.
• Integrity, authenticity, respect, and confidentiality; Ability to work collaboratively and diplomatically across global business units.
• Solid experience with CRM software and MS Office (particularly MS Excel).
• Experience delivering client-focused solutions to client needs.
• Proven ability to juggle multiple client programs while maintaining sharp attention to detail.
• Excellent listening, negotiation, and presentation abilities.
• Experience in a dynamic, fluid Agile software working environment; Industry experience in mobility software solutions and services is highly desirable.
• Bachelor's Degre
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