Associate Director – Customer Success

India
Posted 6 months ago

Title: Associate Director – Customer Success

Job Location:Chennai

Summary of the profile:

To develop, establish and maintain marketing strategies to meet organizational objectives. Effective management of the marketing, advertising and promotional activities for qualified lead generation for the organization and the solution to market.

Job Description:

  • Ensures successful delivery and adoption of Resulticks client engagements.
  • Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
  • Completes detailed software requirements documentation.
  • Manages day-to-day operational aspects of a client and scope, and resolves and/or escalates issues in a timely fashion.
  • Effectively applies methodologies and meets project standards.
  • Identifies resources needed and assigns individual responsibilities.
  • Reviews deliverables prepared by team before passing on to the client.
  • Ensures project documents are complete, current, and stored appropriately.
  • Tracks and reports team hours and expenses on a weekly basis.
  • Manages project budget, analyzes project profitability, revenue, and margins.
  • Facilitates team and client meetings effectively.
  • Holds regular status meetings with project team.
  • Effectively communicates relevant project information to Executive Leadership Team.

Client Management

  • Builds and maintains strong client relationships by delivering high quality work products and deliverables. Strong empathy for clients.
  • Manages day-to-day client interaction; sets and manages client expectations.
  • Develops deep and meaningful relationships with clients that foster lasting ties.
  • Communicates effectively with clients to identify needs and evaluate alternative business solutions including interacting with senior executives to articulate Resulticks value proposition and exploring new opportunities.
  • Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
  • Builds a knowledge base of each clients business, organization and objectives.
  • Understands how to communicate difficult/sensitive information tactfully.
  • Proactively identifies and addresses project risks and prevents these from turning into critical issues.

Business Development

  • Identifies business development and add-on sales opportunities as they relate to a client project
  • Engages with the Senior Account Executive or Executive Leadership Team as appropriate to help capitalize on these opportunities.
  • Strong client management skills including interactions with Senior Executives on the client side (VPs and CEO)
  • Strong technical project management experience
  • Excellent writing and communication skills.

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