Client Success Lead

2 months ago

bangalore, India Zyeta Full time

As a Client Success Officer, your role will be to assume complete accountability of the worskspace design projects from pitching to successful project delivery. As part of this role, P&L management, problem solving, client management, stake holder management and driving seamless execution shall form the crux of your performance. You will be leading a cross functional team in the organization to ensure that the project is aligned around driving client-oriented outcomes and maximizing project profitability. Your end goal is to make every client you work with to be Zyeta’ s Brand Ambassador.

Partnering with Business Development

Collaborate with Business Development Team to gather required data and documentation for pre-qualification process.
Study the given client’s business model.
Identify pain points and wish lists of clients and help create documents and strategy for client engagement.
Collaborate with Business Development Team to create and validate MEDDIC (any other process driven approach that Zyeta has adopted) created by them.
Prepare the BD team on creating compelling value propositions (uniquely tailored-commercial teaching) that Zyeta can bring to the given client.
Evaluate and develop the type of competency available in Zyeta team to offer above value propositions.
Receive feedback at every stage of the project, sensitize the team and implement.
Aggressively respond to any client feedback and needs.

Creating a compelling pitch

Collaborate closely with Business Development Team to solution for clients’ requirements, pain points, wish lists, their company culture, business needs and all technical parameters.
Strategize, drive/execute and win the overall pitch along with Business Development in alignment with Zyeta's pitch strategy
Strategize and validate design pitch along with the Lead Architect to ensure all aspects of the RFP and value addition are captured through the design. To validate that the design proposed is aligned to overall winnable solutions by Zyeta.
Plan for contingencies and risks in the pitch.
Ensure timely delivery and thorough review of designs, costs, presentation decks and all related documents for submission to ensure all requirements are met
Drive project P&L.
Go beyond the obvious to add value to the pitch / design to ensure winnability of project
Monitor overall quality of the pitch and deliverables.
Create documents and methodologies to effectively communicate the value and solutions to clients in the most cutting-edge manner.

Seamless Project Execution

Align to client’s KPI and project’s goal.
Certify cashflow prepared by project manager in consultation with Finance and PM.
Moderate con-calls between the client and in-house teams; address various issues on both sides to ensure seamless progression of the project
Plan for contingencies and risks to be planned independently and tallied with PM’s risk
Periodic review of drawings, documents, schedule, budget tracking and proactive risk management with Design, Cost and Project Management Teams
Periodic health check of overall project with respect to various parameters
Ensure that the design intent is met both through drawings and on-site execution
Cross verify overall status of project, open action items, costs and timelines through vendors and clients.

Ensuring smooth handover & Client Experience

Verify that the client training sessions and complete techno-commercial closure is exercised in conjunction with the Project Manager
Improve on-boarding processes and improve handover experience to the client by offering client assistance beyond project.
Engage client and procure feedback on overall project experience and formulate a Lessons Learnt document
Build, maintain and leverage strong relationships with Client even after project closure.
Document business-value driven customer success stories
Plan for post-handover survey

What We Expect :

Bachelor's degree in Architecture / Post Graduate degree in project management from NICMAR, RICS or the likes.
8 - 15 years of proven experience in workspace design, client engagement and / or project management.
Excellent communication and interpersonal skills.
Collaborative mindset with experience in leading cross-functional teams.
Strategic thinking, problem solving and proactive approach.
Customer-centric mindset and empathy.
Proficiency in project planning and risk management.
Never Give up attitude and adaptability.

What we offer:

Engaging work culture, freedom with responsibility
Collaborative, inclusive, innovative work environment where you can enjoy your work that encourages you to bring your creativity to all aspects of the business.
Opportunity to grow, learn and inspire
A collaborative and supportive team culture that recognizes and values your strengths and expertise.

Note: The above job description is a general outline of responsibilities and requirements commonly associated with the role. The Actual job descriptions may vary depending on the specific requirements.

Zyeta is an equal opportunity employer. We welcome and encourage candidates of all backgrounds to apply. Join our team and be part of our commitment to delivering exceptional design and build projects while managing costs effectively.

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