Customer Success Manager (Enterprise)


BangaloreFull Time


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REPORTS TOVP – Customer SuccessWORK EXPERIENCE8-15 years of experienceEDUCATIONMBA is a definite advantage

ROLE DYNAMICS

The individual is a key member of the Customer Success Team, which is responsible for driving the on-ground solution delivery mechanism for the Enterprise Business of t4u. They will be responsible for maintaining the delivery model that will propel and sustain t4u’s operational model in a profitable and highly customer-centric manner, while driving and also managing the various stakeholders (external/ internal) in the business ecosystem.

The key impact areas for this role are as follows:

• Manage Customer Project Economics related to Field Operations

• Enable Customer Satisfaction Index

• Enable Customer Revenue Growth

• Monitor a seamless LTSP/ LISP (Channel Partner) Delivery Model

RESPONSIBILITES

Delivery Management

▪ Should have a strong understanding of the Customer Success concept – on-boarding, engagement advocacy, and retention

▪ Should possess a good understanding of business objectives, vision and strategy and drive the tactical deliverables

▪ Will be required to have a strong grasp in the Project Management space and work with multiple stakeholders of varying business functionalities

▪ Should be able to identify and manage risks and opportunities with demonstrated capability to manage multiple projects

▪ Will be responsible for defining and driving the Delivery Strategy, Planning and Roadmap in line with the Business Strategy

▪ Should have experience in performance review mechanisms related to the internal team and customer experience

▪ Must be extremely Techno Business savvy and able to understand and develop a synergy between Technology, Operations and Business

Stakeholder Relations and Development

▪ Communicate with stakeholders and customers to understand the challenges faced, strategy and requirements for the solution, providing in-depth thinking and contributions to solution evolution.

▪ Improve Internal Stakeholder collaboration and establish strategic dialogue with key Customer(s) and Partner(s)

Team Management

▪ Strong team building, coaching and communication skills to lead and motivate teams in achieving goals; High motivation levels, with demonstrated leadership, product and project management, and communication skills with an ability to drive solutions.

▪ Coordinating with appropriate Business Segment and Functional Leaders to ensure proper budget, schedule and direction

CANDIDATE REQUIREMENT

▪ Operations specialist with a strong business orientation

▪ Experience of working with Customers in B2B model as well as exposure of working with channel partners

▪ Extensive experience in a dynamic and constantly evolving Project Management ecosystem
(Preference will be given to those with experience of working on projects that run on a subscription model wherein, the projects are not necessarily time-bound in nature)

▪ Extensive experience of overseeing the implementation of a solution plan at ground level (prior experience of interacting with channel partners is a significant plus)

▪ Ability to comprehend and expand one’s knowledge with a 360 degree understanding of the IoT Industry

▪ Candidates who are entrepreneurial in nature, with high energy, charisma and fantastic communication are the kind of Individuals who will excel in this role

▪ An individual who can comprehend and connect (seemingly distinct) dots into a complete and holistic picture will relish the dynamic nature and expectations of this role