Senior Associate Specialist

2 weeks ago

Mumbai, Maharashtra, India beBeeClientSuccess Full time ₹ 1,04,000 - ₹ 1,30,878
Senior Associate SpecialistClient Success Role Overview

We are seeking a skilled Senior Associate Specialist to join our team and drive client success. As a key member of our Client Success Management practice, you will be responsible for supporting the build and maintenance of client relationships to drive value for clients and increase lifetime value for the organization.

This role is ideal for individuals with strong interpersonal skills, account planning, and stakeholder management techniques. You will work closely with sales and client/service delivery management teams to deliver in-contract growth and successful on-time renewals.

In this challenging and rewarding role, you will:

  • Develop and maintain relationships with client representatives up to management level, being recognized as their trusted advisor.
  • Ensure client engagement through company's Client Success Management Charters of Adoption, Expansion, and Renewal.
  • Audit and escalate client issues not resolved through standard processes, facilitating a satisfactory client outcome with relevant resolver groups within the organization.

Key Responsibilities:

Client Nurture / Relationship
  • Develops and maintains the relationship with client representatives to management level, being recognized as the client's 'trusted advisor.'
  • Ensures the client is able to interact successfully with the company and to optimize the engagement (measurable through improving CSAT).
  • Acts as an escalation point for client issues which are not being resolved though standard process, facilitating a satisfactory client outcome with relevant resolver groups within the organization.
Adoption Charter
  • Ensures the client is aware of and is successfully adopting offer features and increasing their usage of services (as appropriate).
  • Proactively helps the client to realize demonstrable value from the offers and meets their original business (procurement) objectives.
Expansion Charter
  • Drives up-sell of existing Offers/services and closes the deals to achieve revenue targets.
  • Identifies cross-sell opportunities (to extend NTT's footprint with the client) and facilitates engagement with Sales/GTM functions to engage the client on these opportunities.
Reneewal Charter
  • Demonstrates the value delivered by the organization throughout the lifetime of the contract and drive a successful and on-time renewal.
  • Minimizes churn (client, revenue, service) at renewal and seek opportunities to drive up-sell / cross-sell as part of the renewal process.
Client Success Practice
  • Active member of the Regional and Global CS Management practice(including adopting standard methodologies, platforms/tools, KPIs, best practice activity, sharing experiences with the community)
  • Data Quality Management within own client portfolio
  • Builds and maintains Client Success Management skills and operating knowledge

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