Director - Client Success Management

2 days ago

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Concentrix

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Renewals Management • Technical Support • Customer Care • Cross Channel Media • Sales and Marketing

10,000+

💰 Venture Round on 1995-01

Description

• Establish and nurture strong relationships with assigned clients and ensure that their technology needs are met. • Serve as the primary contact for client IT and technical needs, ensuring client satisfaction. • Build and maintain strong relationships with clients to encourage new and repeat business opportunities. • Provide two-way communication between the client and our team, representing client needs and setting proper expectations. • Be the customer's single point of contact for any technical aspect, including monitoring and incident resolution. • Monitor problems, implement improvement plans, and ensure client issues are addressed efficiently. • Ensure adherence to processes, quality standards, and contractual requirements. • Track and report on client projects, outages, changes, and growth. • Analyze outages, incidents, and changes for trends and opportunities for improvement. • Chair regular client calls, providing minutes and actionable insights. • Collaborate with global and local teams to ensure client satisfaction and sustainable growth. • Support sales management for account growth and identify growth opportunities. • Analyze customers' needs, suggest upgrades or additional features, and ensure deliverables meet their requirements. • Communicate progress to both internal and external stakeholders.

Requirements

• Minimum of 5 years in service delivery management, technical account management, or a relevant IT field. • Excellent verbal and written communication skills in English; proficiency in other languages is a plus. • Customer-oriented with a strong focus on providing exceptional customer experiences. • Strong analytical, problem-solving, negotiation, and conflict-resolution skills. • Ability to manage multiple projects while paying strict attention to detail. • Proven experience in delivering client-focused solutions based on customer needs. • Solid technical background, preferably with experience in Contact Center solutions, Telephony, LAN Network, and Firewall Security. • Comfortable with direct responsibility, accountability, and decision-making. • Ability to engage with IT teams globally, understanding regional nuances and challenges. • Ability to work flexible hours to accommodate global business needs. • Strong sense of urgency, organization, accountability, and attention to detail.

Benefits

• Private medical plans • Great compensation package • Retirement savings plans • Paid learning days • Flexible workplaces