The Customer Success Executive is responsible for managing customer relationships, ensuring successful project delivery, and driving customer satisfaction across Qualified Services and Managed Services engagements. The role requires close collaboration with Customers, Sales, PMO, Delivery, Finance, and Leadership to ensure projects are delivered within scope, budget, and timelines while identifying opportunities for business growth.

The ideal candidate should possess strong experience in Customer Success, Account Management, Project Coordination, and Service Delivery with exposure to enterprise platforms such as ServiceNow, SAP, Salesforce, or similar Digital Transformation solutions. The candidate should be capable of understanding customer business requirements, managing project governance, preparing business documentation (BRD, SOW, Scope Documents), and supporting revenue growth through renewals and expansion opportunities.

Customer Success & Account Management
Own and manage assigned enterprise customer accounts throughout the customer lifecycle.
Build trusted relationships with customer stakeholders and act as the primary point of contact for service delivery.
Drive customer satisfaction, adoption, retention, and long-term success.
Proactively identify customer risks and develop mitigation plans.
Ensure customer expectations are managed effectively throughout project execution.

Professional Services & Project Governance
Coordinate with Project Managers, Solution Architects, and Delivery Teams to ensure successful project execution.
Monitor project milestones, timelines, budgets, and deliverables.
Track project risks, dependencies, and escalations.




Ensure adherence to project governance standards and delivery processes.
Maintain project documentation and implementation records.
Support project closure activities and customer sign-offs.

Create Scope Documents, Functional Requirement Documents (FRD), and project documentation.
Ensure complete documentation throughout the project lifecycle.

Managed Services
Own service delivery for managed service customers.
Monitor SLA, KPI, and operational performance.
Review incidents, service requests, problem management, and change management activities.
Conduct Monthly Service Reviews (MSR) and operational governance meetings.
Coordinate with support teams to ensure timely issue resolution.
Drive continuous service improvement initiatives.

Monitor resource utilization, capacity planning, and consultant allocations.
Review consultant timesheets and billing readiness.
Validate project financial data before invoicing.
Maintain project health reports and executive status reports.
Identify opportunities for upselling, cross-selling, and additional professional services.
Support contract renewals and license renewals.
Assist in effort estimation, commercial discussions, and proposal preparation.
Present project updates, risks, and recommendations to customers.




Build long-term strategic customer relationships.

Stay updated on ServiceNow capabilities, ITSM best practices, and enterprise digital transformation trends.
Recommend process improvements to enhance customer experience.
Mentor junior Customer Success Associates where required.

Master of Computer Applications (MCA)
Master of Business Administration (MBA) – Marketing, Operations, Systems, IT, or related specialization

Experience
~3–6 Years of experience in Customer Success, Account Management, Professional Services, Project Coordination, or Managed Services.
~ Experience working with enterprise customers is preferred.
~ Exposure to ServiceNow, SAP, Salesforce, Freshworks, Zoho, or similar enterprise SaaS platforms is an added advantage.

Strong experience in Customer Success and Account Management.
Experience preparing Business Requirement Documents (BRD) .
Experience creating and reviewing Statement of Work (SOW) .
Strong understanding of Project Scope Documentation and Change Management.
Knowledge of Professional Services and Managed Services delivery.
Understanding of ITSM concepts and ITIL framework.
Experience in project coordination and governance.
Good understanding of project financials, billing readiness, and resource utilization.
Experience using Microsoft Excel, PowerPoint, Word, and project tracking tools.
ServiceNow Platform
ITIL Foundation Concepts
Project Management Methodologies (Agile / Waterfall)
Customer Success Frameworks
Risk & Issue Management

Ability to thrive in a fast-paced consulting environment.

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