Skills:

• 8 to 13 years of total exp with 3+ years in managing multiple customer engagements
•Proven ability & track record in establishing confidence and trust with customers, leading to high c-sat & positive long-term engagements
• Good knowledge of Technology (preferably Cloud, Enterprise Mobility)
• Strong logical, analytical and problem-solving skills
• Individuals in this role will need to have good customer focus and communication skills in order to maintain positive relations with their customers

Roles:

• Be the Voice of the customer
• Identifying the key factors for customer success to drive Account growth & positive customer engagements for longer-term
• Ensure all customer touch points are handled as planned – onboarding process, monthly steering, quarterly c-sat, onsite visits, closing-the-loop on client feedbacks, etc.
• Working with Program teams to ensure the promises being made in all customer engagements are on track & exceeding expectations
• Handle any customer escalations from initiation through resolution
• Implementing best practices for customer account growth, positive customer engagement & long-term relationships
• Proactively identifying customer risks at every stage and working with the Leadership Team to execute the defined risk-management plan


Source link