Job Responsibilities:
- Develop a strong understanding of the company’s service offering for each customer and proactively assist in developing SOWs covering all aspects of the contract
- Oversee client management strategies to nurture and grow existing accounts
- Lead Client Success functions to ensure high levels of customer satisfaction and loyalty, resulting in revenue growth and long-term partnerships
- Coordinate with engineering teams to ensure a smooth onboarding process
- Acting as a point of contact between the client and the relevant departments, facilitating communication, and ensuring that the client is kept informed of any issues or escalations
- Effectively resolving any issues or problems that customers may encounter with relevant teams
- Conduct NPS and customer survey on periodic basis, as defined in the SOPs
- Lead MBR and QBR to bring improvement in any operational processes.
- Create weekly and monthly reports on client satisfaction issues, concerns, appreciations, risks and opportunities
- Work with the finance team on monthly invoicing and rectify any issues or concerns
- Help advocate for the customer during support incidents with communication back to the customer
- Work with the senior management to coordinate strategies that support sales efforts and company-wide growth objectives
- Ensure alignment between sales activities and other business functions
Requirements:
- Bachelor’s degree in Business, Marketing, Engineering, or related field; MBA preferred
- A minimum of 3 years of account/client management and client success experience, with a proven track record of cross-selling, upselling, and nurturing long-term relationships
- In-depth knowledge of sales engineering practices and the ability to lead technical sales support teams
- Excellent communication and interpersonal skills, with the capability to work closely with other executives and stakeholders across the organization
- Strong analytical and strategic thinking skills, with the ability to develop comprehensive sales strategies that align with company objectives
- Commitment to ethical business practices, integrity, and fostering a positive work environment
