India • kolkata

Customer Success Manager

 

 

 

BROAD FUNCTION

 

The Customer Success Manager is an integral part of the account management team and is responsible for developing long-term, trusted advisor relationships with assigned Clients. This is achieved by maintaining a clear understanding of their Client’s goals and objectives; analyzing data and delivering improvement to Client ROI and value drivers; strong internal and external communications; identifying revenue opportunities and enhancing profitability for both the Client and OnProcess.  The role is considered an opportunity for individuals seeking advancement within the company. 

 

PERFORMANCE RESPONSIBILITIES

 

The Customer Success Manager is responsible for the following:

 

  • Cultivates strong relationship with assigned Clients
  • Develop and maintain expertise in Client industries and OnProcess solutions
  • Understands Client objectives and acts as primary advocate and voice of the Client
  • Acts as trusted advisor and first point of contact for Client requests and escalations
  • Drives positive satisfaction ratings per annual Client Satisfaction Survey

 

  • Manages Client Programs
    • Understands SOW; performance, scope and ROI deliverables
    • Aligns SOW with Client expectations
  • Establishes regular communication cadence with Client and presents results,  return on investment and opportunities for improvement
  • Perform strategic business reviews, either remotely or in person

 

  • Ensures performance, to KPI/SLA’s and value delivery
  • Has ownership for the Statement of Work (SOW
    • Program business rule adherence
    • Accuracy of SOW scope and alignment with Client
    • SOW amendments, fees and adjustments to pricing
  • Manages changes to scope, assesses impacts to Client results and internal financial targets

 

  • Identifies opportunities for process improvement
  • Engages with Client, Analytics, Operations, BTS to drive continuous improvement
  • Leverages appropriate internal channels and processes to facilitate requests; e.g. change management, sales process, etc.
  • Sets appropriate Client expectations for timing and fees for special requests, changes and initiatives

 

  • Identifies incremental opportunities for increase in revenue
  • Works independently to facilitate increases in volume for existing programs
  • Communicates with Account management to engage sales process for new opportunities identified

 

  • Acts as liaison between internal departments (Operations/Business Technology Services/Analytics and PMO)
  • Communicates Client objectives, results, successes and opportunities to internal teams as appropriate
  • Coordinates with internal partners to deliver on Client commitments and drive improvements
  • Facilitate communications between Client and internal partners

 

 

  • Financial processes
  • Supports forecast process
  • Invoice validation and approval

 

  • Preferred location
  • On-site or remote location central to assigned Client and OnProcess facility

 

 

QUALIFICATIONS

 

  • Proven Customer Success or industry expertise preferred (2 years plus in Client services, operational, account management or project management role)
  • Demonstrated ability to communicate, present and influence credibly and effectively at multiple levels of the organization
  • Responsibility without authority; be able to manage through influence
  • Experience in delivering Client-focused solutions based on Client needs
  • Ability to interpret and present data and results; process minded
  • Analytical mindset with ability to use logical and critical thinking
  • Proven ability to manage multiple projects at a time while paying strict attention to detail and exercise problem solving
  • Proficiency in Microsoft Excel, Access and PowerPoint
  • Excellent verbal, listening, interpersonal, communication, negotiation and presentation skills
  • BA/BS degree preferred or equivalent work experience (dependent on the specific role, as referenced above)

 

 

 

 

 

Apply