Role & responsibilities

Customer Relationship Management

- Serve as the primary point of contact for assigned customers.
- Build trusted relationships with customer stakeholders, business users, and leadership teams.
- Conduct regular governance meetings, service reviews, and executive updates.
- Understand customer business goals and align delivery outcomes accordingly.
- Drive customer satisfaction and improve customer experience across engagements.

Delivery Coordination & Communication

- Act as a bridge between customers and internal technical/delivery teams.
- Ensure timely communication of project updates, risks, escalations, and milestones.
- Coordinate with project managers, architects, support teams, and leadership for issue resolution.
- Translate customer expectations into actionable delivery requirements.
- Track commitments and ensure closure within agreed timelines.

Escalation & Issue Management

- Own customer escalations end-to-end and drive resolution.
- Manage critical incidents with urgency and professionalism.
- Proactively identify delivery risks and mitigation plans.
- Ensure SLA adherence and operational excellence.

Account Growth & Strategic Engagement

- Identify opportunities for service improvement, optimization, and expansion.
- Support account growth initiatives in collaboration with sales and delivery teams.
- Drive adoption of existing and new services within customer accounts.
- Contribute to renewals, retention, and long-term account stability.

Reporting & Governance

- Prepare customer dashboards, MIS reports, governance presentations, and service metrics.




- Track KPIs related to customer satisfaction, delivery performance, and operational health.
- Maintain accurate documentation of customer interactions and action items.

Required Skills & Qualifications

- Bachelors degree in Engineering, Computer Science, Business, or related field.
- 5–10 years of experience in Customer Success, Service Delivery, Account Management, or Program Management within an SI/IT services organization.
- Strong understanding of enterprise technology delivery environments.
- Excellent verbal and written communication skills.
- Strong stakeholder management and conflict resolution abilities.
- Experience managing enterprise customers and cross-functional teams.
- Ability to manage multiple accounts and priorities simultaneously.
- Solid analytical, presentation, and problem-solving skills.

Preferred Qualifications

- Experience in cloud, infrastructure, cybersecurity, application services, or managed services environments.
- ITIL, PMP, Scrum, or Customer Success certifications preferred.
- Exposure to enterprise governance models and SLA-driven engagements.
- Experience working with global customers is an advantage.

Key Competencies

- Customer-first mindset
- Executive communication
- Ownership and accountability
- Collaboration and influencing skills
- Crisis and escalation management
- Strategic thinking
- Operational excellence

Success Metrics

- Customer Satisfaction (CSAT) scores
- SLA adherence
- Escalation closure timelines
- Customer retention and renewal support
- Delivery governance effectiveness
- Account growth contribution

📌 Customer Success Manager (CSM) (Karnataka)
🏢 22by7 Solutions
📍 Karnataka