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TECEZE - Customer Success Manager - Managed IT Service

TECEZE - Customer Success Manager - Managed IT Service

TECEZE CONSULTANCY SERVICES PRIVATE LIMITEDChennai,Tamil Nadu, India
25 days ago
Job description

Role & responsibilities :

Account Management and Client Growth :

  • Identify and nurture new opportunities within existing client relationships.
  • Ensure high client retention through exceptional IT service delivery.
  • Build and maintain relationships with key stakeholders, including C-level executives.
  • Conduct Quarterly Business Reviews (QBRs) to ensure client satisfaction and explore growth opportunities.

Team Leadership and Development :

  • Lead a team of 10 account managers, technical consultants, and support staff.
  • Mentor team members and drive performance to meet KPIs.
  • Oversee resource allocation and performance management to ensure effective service delivery.

    • Strategic Planning and Execution :

  • Develop and execute client strategies for expanding service portfolios.
  • Collaborate with internal teams to ensure seamless service delivery and manage client escalations.
  • Drive revenue growth through upselling and cross-selling IT services.

    • Reporting and Analytics :

  • Track and report key performance metrics like client satisfaction, revenue growth, and team performance.
  • Provide insights on client trends and strategic opportunities to senior leadership.

    • Service Delivery Oversight :

  • Ensure SLAs (Service Level Agreements) are met or exceeded consistently.
  • Handle client escalations and collaborate with project management teams for successful delivery.

    • Preferred candidate profile :

  • 3+ years of experience in account management and client relationship roles within the IT services industry.
  • Proven ability to identify and cultivate new business opportunities within existing accounts.
  • Strong leadership skills with experience managing a team.
  • Excellent interpersonal and communication skills, especially with C-level executives.
  • Strategic mindset with a focus on driving revenue growth and service expansion.
  • Experience in handling contract negotiations and renewals.

    • ref : iimjobs.com)

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