Qualify, pursue and close large-scale new services businesses and drive successful renewal.
Work on Business and Financial models. Provide business rationale and risk assessment to management.
Lead contract negotiation and closure.
Effective engagement with Deal Pursuit team, Services Delivery team, & Professional Services team, etc.
Client Relationship Management:
Develop a positive relationship with customer shareholders, channel partners, sales counterparts, and executive sponsors to drive Managed Services & Business Process Operations adoption.
Act as the primary point of contact for all customer inquiries, concerns, and escalations, ensuring timely resolution and satisfaction for Managed Services & Business Process Operations.
Develop customer engagement strategy and execute accordingly.
Strategic Account Planning:
Collaborate with clients to understand their business objectives, challenges, and opportunities.
Develop and execute strategic account plans to align our Services and Solutions with the client's goals and drive value-added services.
Become the trusted advisor on Document & Workplace services to address the client's business environment and challenges.
Customer Success Advocacy:
Serve as a customer advocate within the organization, championing customer needs and requirements to relevant internal teams.
Proactively identify opportunities for upselling or cross-selling additional services to enhance customer success and satisfaction.
Influencing product roadmap and continuous improvement opportunities.
Provide the right training sessions to induce more customers usage:
Develop, plan and conduct onboarding, refresher and relevant training courses to drive adoption and usage of our product, solution and services.
Provide ongoing training and support to clients to maximize the utilization and effectiveness of our offerings.
Qualifications:
Bachelor's degree in Business Administration, Computer Science, or related field.
Proven experience in customer success management, preferably within the IT services and solutions industry.
Strong understanding of IT hardware, cloud technologies, and software solutions.
Independent ownership of work streams/projects and deliverables is a pre-requisite
A strong ability to collaborate internally with people across sales and corporate responsibilities.
Experience in customer engagement, strong probing skills to understand customers pain points
Strategic thinker with a proactive approach to problem-solving and decision-making.
