Client Success Manager
On-siteMumbai, Maharashtra, India
Job Summary
Develop and maintain relationships with client representatives at the management level, acting as a trusted advisor to optimize engagement and improve CSAT scores. Serve as the escalation point for unresolved issues, facilitating satisfactory outcomes with internal resolver groups while ensuring successful adoption of NTT offers. Proactively drive revenue targets by identifying up-sell and cross-sell opportunities, engaging Sales and GTM functions to extend the client footprint. Demonstrate delivered value throughout the contract lifecycle to secure on-time renewals with minimal churn. Act as an active member of the Regional and Global CS Management practice, adhering to standard methodologies and sharing best practices.
Required Qualifications
- Bachelor's or equivalent
- entry or basic level experience
- advanced or equivalent degree without experience
- equivalent work experience
- Certification and working knowledge of ITIL practices
- Seasoned experience in a client-facing role in one or more of Sales, Service or Consultancy disciplines in a large scale (preferably multi-national) IT services environment
- Seasoned subject matter and services product expertise within sales and operations
Desired Qualifications
- Additional relevant vendor certifications
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