Customer Success Manager

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