Customer Success Manager - [NLS142]

Customer Success Manager - [NLS142]

21 Dec
Perfios software solutions

21 Dec

Perfios software solutions


Job Description

Roles and 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: 1. Upsell Opportunities 2. Educational Needs

Assessments & Action Plan Executive Summary

Consistent client engagement to execute action plan

Escalation point for problem resolution - Involves webex and email interactions with customers

Qualifications and Education Requirements: Presales/ direct customer interaction/ engagement management/ program management exp a must. He should be tuned to interact externally day in day out.

Excellent communication skills: presentation, facilitation, oral, written, listening and conflict resolution. Ability to interact with client/ prospects day in day out.

Flexibility in travel - might have to travel to client locations as he grows in the system and we give him larger prospects/ clients/ role (Mostly day trips).

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

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.

Preferred Skills: 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).

Java, PHP, Python, c#

Conversant with MySQL

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.

Critical thinking

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