Customer Success Manager

The main aim of a CSM is to maximize customer satisfaction to secure their renewal of Services contracts including digital services (SAAS).

The role of a CSM is to manage the portfolio of these customers through:

1.

Anticipating pipeline of customers to start the CSM journey with them once Assets activated under Contract including but not limited to the connected Assets.

2.

Create and deployment Customer Success Frameworks to drive key outcomes related to churn mitigation, increased pull through, renewal management and visibility into at-risk accounts.

3.

Formulating and following a success plan created for each customer on the CSM tracking portal (Totango) and BFS contracts Activation with tasks, timelines, and milestones for accurate tracking or progress.

4.

Setting and leading regular meetings with customers to assess their utilization of digital service and listen to their feedback and take actions accordingly.

5.

Engaging all relevant stakeholders (sales, project management, Connected Service Hub) and driving all technical or commercial actions needed to solve customer problems to ensure their satisfaction either from Recurring contracts and or Digitals Services.

6.

Reviewing analysis reports generated by CSH to ensure they fit customer needs.

7.

Maximizing pull-through business from connected customers through recommendations generated.

8.

Ensuring the capturing of new assets to be under contracts and the Contract renewal on Time.

9.

This job position contributes in the overall growth for Secure Power Segment in terms of Orders & sales by delivering and coordinating in the required engineering and expertise in the field of Secure Power both for new services business and the existing projects.
10.

To coordinate between the Subject Matter Experts (SME)s and the account managers to ensure E2E services journey focusing on recurring approach.
11.

Achieve the optimum monetization plans with Direct intervention in discovering and securing business on monthly basis as a results of client visits and supporting the demand generation engines & the seasonal campaigns and Events.
12.

Working with all stakeholders Sales, marketing Regional ,Local parties & EcoXperts to Ensure the Coverage Execution Plan to fulfil the services Operational & commercial KPIS related to the covered accounts in the designated segment Secure Power.

Desired skills include:

• Electrical / Mechanical / any other relevant Bachelor's degree.

• 6-8 years of relevant experience in IT/Data Centers.
• Project Management and sales background will be a plus.
• Strong business and technical orientation a plus; ability to learn new software solutions quickly, capture and communicate customer feedback, and collaborate with product management and engineering teams on requirements from customers.
• Good writing and user research skills a plus, with emphasis on the customer experience and journey.
• Effective teamwork, networking, and collaboration skills with abilit...