Service Delivery Manager - Insurance Domain only

Role- Customer Success Manager ( Mandatory Background of Service Delivery is required)

Total Exp 10+ yrs

Domain Expertise Banking and Insurance Customers handled

Location – Mumbai

Technical Expertise – Managed services (Application or Infrastructure )

Role in Nutshell

Client engagement towards Managed Services / Support Services engagements

Technical Solutioning

BFSI Client faced – Domestic clients

SLA Managed , Escalation Management

Collaboration with other teams

Latest Indian Banks and Insurance sector current affairs

Responsibilities

• Responsible for the management of a portfolio of customers with an overall goal to achieve high customer retention rates , providing precise technical solutions.
• Recognize expansion opportunities through technical expertise , gather new requirements from existing and new customers.
• Track profit/ loss of the respective account and ensure the account is active with ongoing projects and profitability
• Ensure that with every customer interaction you are working to deliver value, providing an excellent experience, and supporting the customer in attaining their desired outcomes.
• Lead strategic, cross-functional initiatives such as customer journeys, voice of customer, and services feedback
• Maintain relationships with targeted customers through phone conversations and meetings, Engage in both proactive and reactive efforts to prevent or mitigate customer attrition.
• Ensure all customer issues are addressed timely and effectively by collaborating cross-functionality Strong communication skills, verbal and written.

General proficiency Project Management Technical and functional