Customer Success Manager

India-Bangalore,India-Chennai

22 March, 2021

Job Description

    

  • Job Objective
  • Manage and enhance customer user experience on the LiVE.Ai platform
  • Monitor and analyse overall account utilization (both LiVE.Ai and Custom MI)
  • Gauge opportunities for service enhancement and commercial upsell
  • Identify and influence key stakeholders
  • Establish ways to improve client user experience
  • Secure account renewal
  • Roles and Responsibilities:
  • Client Management:
  • Identify service enhancement opportunities – Analyse project activity and user experience to establish ways to improve client user experience across product-heavy and service-light accounts globally
  • Identify opportunities for account expansion – Analyse project activity and Beroe service portfolio to identify upsell opportunities across product-heavy and service-light accounts globally
  • Program Management – Drive client value and success across client accounts
  • Strengthen account relationships – Conduct category workshops and support marketing initiatives to broaden and deepen user base within client accounts
  • New client engagements – Build & execute engagement launch plans for new clients
  • Secure account renewal – Operationally manage small and mid-sized client accounts globally, with an especial focus on product-focused accounts in order to ensure successful renewal
  • Client Review:
  • Regular account reviews with senior client stakeholders
  • Ongoing dialogue, relationship with category managers, category value delivery review
  • Conduct year-end review with senior stakeholders for contract renewal, cost of program, value delivered
  • Drive account planning strategy
  • Delivery Management:
  • Delivery of High Visibility projects for New & Existing clients
  • Project Routing – Route client requests based on the complexity of the project from Abi to research teams (Delivery)
  • Ensure proactive category support and best practices sharing
  • Desired Skills and Requirements:
  • Excellent Communication & Presentation Skills
  • Analytical & Problem solving Skills
  • Business Acumen
  • Consulting Mind set
  • Relationship Building – Convincing & Influencing skills
  • Open to travel as & when required
  • Very strong Excel and PowerPoint skills

Education, desirable qualification and educational establishment, additional education:
MBA /Master’s with 10-15 years of experience in account management or customer success from enterprise customers

  • Personal Characteristics
  • Excellent communication
  • Empathy
  • Thirst for learning
  • A strategic mind
  • Multi-tasking & time management

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