Customer Success Manager (Enterprise)

Bangalore
Permanent


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    REPORTS TO
    VP – Customer Success
    WORK EXPERIENCE
    8-15 years of experience
    EDUCATION
    MBA is a definite advantage

    ROLE DYNAMICS

    The individual is a key member of the Customer Success Team that is responsible for driving the on-ground solution delivery mechanism for the Enterprise/ Public Sector Business of t4u in the regions of Middle East, Africa and/ or South East Asia. 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
      • Must 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
      • Must 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