AddressAssociate Director - Customer Success
Position: Customer Success
Job Description:
Revenue Management:
- Ensure Key Account revenue retention and growth, including identifying up-selling and cross selling opportunities in order to deliver the entire breadth of services available
Client Relationship Management:
- Serve as the Single point of contact for assigned Key accounts
- Track and report daily and weekly campaigns and monitor account performances
- Follow up on open customer queries and their resolution after internal feedback & discussion
- Coordinate QBRs with key client decision makers and team, and work with sales team to understand on-going market trends and key customer needs
Project Management:
- Coordinate with internal teams members to ensure on time completion of customer deliverables
- For key customer issues act as a primary liaison to Product Development, Operations, IT, Marketing and Finance as required, and proactively communicate resolution to customer
- Assist marketing team in development of case studies of new solutions provided to allotted key clients
Sales Support:
- Ensure to secure resources as requested by Sales Team to assist new solutions sales process for key clients
- Ensure to grow and assist revenue targets for every assigned key client and help in forecasting current and new revenue opportunities
- Develop customised pre-sales presentations and sales support materials including industry research and best practices as required for assigned key clients
- Reports and Account Review Presentations
- Prepare and maintain monthly/quarterly reports for all assigned key clients with input from sales team
- Produce benchmarking reports / account review decks to provide the customer with analysis of their activity. Utilize this to identify and progress any opportunities to deliver new services
