Manager Customer Success

This role will focus on increasing client adoption of Perfios suite of products. In this role, you will serve as a key resource ensuring that clients successfully engage with the Pefios products, and they are realizing the full potential of the solutions. This will be accomplished by understanding the user journey, proposing and guiding clients on right Perfios products, analyzing key performance indicators and provide recommendations on how to maximize the potential of the software which will enhance ROI and improve the clients bottom line

Experience: 4-6 years of prior experience in technical marketing of products/ solution consulting.

Please note: This is not a Software Development role so pure Developers/Programmers need not apply.

Knowledge Skill Requirements

Requirements Gathering Elicitation Advanced Business analysis requirements gathering and design techniques; the ability to produce structured BRDs, and write functional specification.

Excellent Verbal and Written Communication Skills - the ability to communicate to a variety of audiences across business function and level and tailor messages appropriately. Presentation, facilitation, oral, written, listening and conflict resolution. Ability to interact with client/ prospects day in day out.

Industry expertise

- BFSI (banking and financial) segment or experience in service companies that are in BFSI vertical A MUST

Direct customer interaction/ engagement management/ program management exp a must. Should be tuned to interact externally day in day out.

Flexibility in travel - might have to travel to client locations as you grow in the system and take on larger prospects/ clients/ role (Mostly day trips).

Must have handled in person interactions with Clients and not on remote basis

Must be tech savy and should be able to understand technology terms and willing to learn high-level concepts.

Self-Starter: You are motivated and ambitious and you pursue your work without the help or prompting of others

Technical Skills

Desirable: Conversant with presenting solutions to clients in any of the following programming domains ( knowledge of two or more of the following programming languages is highly desirable).

Understanding of REST, Webservices and SOAP well.

Experience with Business Intelligence tools would be a plus

Flair for evaluating alternatives and deciding plan of action.Responsibilities

Develop deep functional and technical know-how on Perfios suite of products

Provide technical consultancy to customers

Educate newly on-boarded customers on functional and technical aspects of Perfios products

Ensure successful on-boarding of new customers

Manage multiple implementation projects running in parallel by interacting with internal external stakeholders.

Assess and analyze client key performance indicators to identify strategic opportunities and client educational needs.

Identify the needs within the client organization and recommend new product or service offerings and develop a plan to drive maximum utilization of Perfios products.

Cultivate strategy based on products owned, client structure, and adoption issues.

Contact clients, identify and perform assessments and create action plans to improve product usage.

These should identify and include:

Upsell Opportunities

Educational Needs

Assessments Action Plan Executive Summary

Consistent client engagement to execute action plan

Escalation point for problem resolution