Manage 4-6 enterprise clients, ensure post-onboarding success, drive product adoption, align clients with their goals, and work with internal teams to maximize client value and satisfaction.
Key Responsibilities:
- Post Go-Live Adoption:
- Ensure smooth onboarding for internal and external users.
- Resolve implementation challenges with the Delivery team.
- Relationship Management:
- Build and nurture relationships with key stakeholders.
- Conduct regular check-ins and MBRs/QBRs.
- Product Adoption & Training:
- Promote adoption of software features.
- Coordinate training sessions with the Delivery team.
- Account Health Monitoring:
- Track usage data to optimize performance.
- Address client concerns proactively.
- Client Success & Value Delivery:
- Demonstrate ROI and value delivery based on metrics.
- Present qualitative and quantitative perks.
- Customer Satisfaction & Advocacy:
- Run CSAT/NPS surveys.
- Encourage client advocacy through testimonials and events.
- Financials & Collections:
- Ensure timely invoicing and collections.
- Handle CR (Change Requests) discussions.
- Renewal & Expansion (Farming):
- Drive contract renewals.
- Identify and manage up-sell and cross-sell opportunities.
- Support proposal creation, demos, and implementation of farming deals.
Key Performance Indicators (KPIs):
- Net Recurring Revenue (NRR)
- Net Promoter Score (NPS)
- Timely receivables collection
Candidate Profile:
- Experience: 4–5 years (must include CSM/KAM/CRM roles)
- Industry: Supply chain domain (must), SaaS (desirable), Management Consulting (desirable)
- Education: MBA from Tier 1 institutes (preferred)
- Skills:
- Strong ownership and results orientation
- Excellent communication and interpersonal skills
- Effective collaboration with cross-functional teams
- Customer-first approach with business acumen