Job Description

Manages customer success process for a defined territory

Should retain customers and grow contracts by Upselling & doing multi-year renewals (more than 1 year)

Ensure timely support renewals for small to medium-sized customers in assigned territory

Organize Customer Onboarding and Customer Success Programs 

Provides management with performance feedback

First-line management contact for customer escalations

Serves as a resource to other organizations for process and policy questions

Troubleshoots problems and escalates as necessary

Assists in key indicator reporting and trend analysis

Educates customers on e-business practices and any associated contractual implications

Ensures customer awareness and understanding of the applicable elements of the Support portfolio

Responsible for meeting productivity requirements on outbound calls for renewals

Manages exceptions for customers with issues that may delay or inhibit renewals

Desired Profile:

Excellent communication and negotiation skills with a right customer service attitude.

Takes initiative; and uses all available resources

Should be open for 24x7 environment

Strong analytical skills and should have good knowledge of excel

Excellent research and problem-solving skills with an analytical bent of mind

Effectively manages time and priorities to meet service levels

Self-motivated; focused and driven to achieve goals 

Exercises judgment, initiative and discretion when providing solutions to customers

Able to apply knowledge and make decisions with minimal direction from management

Projects a positive, professional image

Demonstrated ability to meet deadlines

Demonstrated ability to suggest and implement continual improvements

Demonstrated ability to work in collaboration with others to achieve goals

Career Level - IC2