Client Success Specialist- Sales/ Upsell/ Renewals-

Title: Client Success Specialist

Location: Gurgaon

Work Format: Full time work from office

Job Description summary:

The Principal Client Success Specialist is a highly skilled subject matter expert, responsible for building and maintaining the client relationship to drive value for the client and increased lifetime value for the company.

This role is responsible for multiple large-scale or complex (multi-service) contracts for complex or strategically important clients. As the primary post-sale point of contact for clients they drive client-facing activity through company's Client Success Management Charters of Adoption, Expansion and Renewal and Competition base acquisition.

Acting as the clients trusted advisor this role helps the client realize value from their relationship with the organization and ensure the clients relationship experience is a positive one.

This role is required to work in partnership with sales and client/service delivery management teams to deliver in-contract growth and a successful on-time renewal.

Key Responsibilities:

Client Nurture / relationship -

Develops and maintains the relationship with client representatives to C-suite level, being recognized as the clients trusted advisor'.

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.

Facilitates regular business reviews with the client.

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 meet their original business (procurement) objectives.

Expansion Charter -

Drives up-sell and growth of existing offers/services and close the deals to achieve revenue and Gross Profit targets.

Identifies upsell & cross-sell opportunities in existing and competition accounts (to extend company's footprint with the clients) and engagement with Sales/GTM functions to engage with existing and new client on these opportunities.

Renewal 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 -

Be an active member of the regional and Global CS Management practice (including adopting standard methodologies, platforms/tools, KPIs, Outcome Success Plans, Quarterly Service Reviews, best practice activity, sharing experiences with the community).

Responsible for DATA Quality Management within own client portfolio.

Builds and maintains Client Success Management skills and operating knowledge.

Builds and maintains an up-to-date knowledge of company offers.

Knowledge and Attributes:

• Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level.
• Extended account planning and stakeholder mapping and management techniques.
• Ability to interpret a client's business strategy / plans and understand opportunities for company solutions/services.
• Extended knowledge of company offers and services, including the core functionality and features, linkage within organization's service portfolio, pricing structures, client benefits.
• Ability to provide an external industry viewpoint (including industry insights, technology trends and competitor landscape) and to highlight company's expertise and differentiated offerings and position "partnership" offerings with the client.
• Extended sales skills (consultative selling and negotiation) with the ability to identify up-sell opportunities and close resulting deals.
• Ability to execute on-time renewals with minimum volume or price churn.
• Extended knowledge and understanding of IT service environment, service operations and ITIL practices.
• Extended understanding of company's high-level operating model and the ability to develop and maintain relationships across relevant cross-functional teams.
• Extended understanding of company's billing processes and client invoicing linked to contracted services.
• Extended understanding of financial statements and metrics, including revenue, expense control, and growth relative to market in order to hold strategic client conversations.
• Extended understanding of contracts and contract management; with the ability to maintain the contract, to discuss with the client and understand how to position as a value exchange.

Required experience:

• Extended experience in a client-facing role in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment.
• Demonstrable subject matter and services product expertise within sales and operations,
• Extended experience in a Managed Services and/or Outsourcing environment.
• Extended experience Account PandL lead for large managed services / IT outsourcing contracts in a recognized IT services company