Hexaview Technologies - Associate Manager/Manager - Customer Success (5-15 yrs)

Job Description - Associate Manager/Manager - Customer Success

Key Responsibilities:

Customer Relationship Management:

- Serve as the primary point of contact for assigned clients, building trusted relationships with key stakeholders across client organizations.

- Understand the clients' business objectives, challenges, and needs to ensure they get maximum value from the services and solutions provided.

- Hold regular strategic reviews with clients to discuss progress, gather feedback, and adjust services or solutions to align with evolving client needs.

Onboarding and Service Implementation:

- Oversee smooth onboarding of clients, ensuring seamless integration of services, custom implementations, and any required training.

- Guide clients through the service delivery process, and add value to their operations.

- Develop and execute client success strategies that are tailored to the specific requirements of each project and engagement.

Proactive Account Management:

- Monitor client satisfaction and engagement through feedback metrics.

- Identify risks in service delivery or potential churn, taking proactive steps to address concerns and ensure long-term client retention.

- Collaborate with service delivery and sales teams to identify opportunities for expansion or deeper service engagements.

Support and Problem Solving:

- Partner with the service delivery teams to ensure timely resolution of client issues or escalations.

- Act as a liaison between the client and internal teams (engineering, project management, business) to gather client feedback and influence service improvements.

- Advocate for the client's needs within the company to ensure services are aligned with their goals and challenges.

Client Retention and Growth:

- Drive long-term client retention by ensuring consistent delivery of high-quality services and maintaining strong, strategic relationships.

- Identify and nurture growth opportunities, including upselling additional services, consulting packages, or managed service agreements.

- Maintain a deep understanding of the client's industry, business challenges, and strategic goals to help drive continued service relevance.

Reporting and Metrics:

- Track and analyze key client success metrics such as satisfaction scores, retention rates, and engagement with services provided.

- Deliver quarterly business reviews (QBRs) or periodic service reports, highlighting key milestones, success stories, and areas for future improvement.

- Regularly report on client success initiatives and performance to management and other internal stakeholders.

Qualifications:

- Bachelor's degree in Business, Technology, or a related field.

- 5+ years of experience in Customer Success, Account Management, or Project Management in a tech services or IT consulting environment.

- Proven experience managing service delivery projects and building long-term, consultative relationships with clients.

- Strong communication skills and the ability to work with senior client stakeholders.

- Problem-solving skills with a focus on resolving service delivery issues or technical roadblocks.

- Familiarity with service management platforms (e.g., ServiceNow, Jira) and CRM tools (e.g., Salesforce, HubSpot).

Additional qualifications:

- Experience for carrying/meeting revenue targets from up and cross sells.

- Experience in driving customer success strategies.

- Optional - competency level for Salesforce required (should also have suitable Salesforce experience in administration / consultation / integration projects for him /her to be able to guide, influence and negotiate with clients effectively w.r.t solutioning.)