Customer Success Manager

Cognizant

5 - 10 years

Hyderabad

Posted: 29/11/2024

Job Description

Job Description:

· Ensures high client satisfaction and account success

· Monitor, track and report opportunities in Customer Value Plan created by the client.

· To collaborate with Client CSM to drive adoption.

· Monitor and report account health parameters

· Any critical escalations to be forwarded to respective teams as per escalation matrix.

· Advising useful features based on pre-defined list. Answering usage, product and Workflow questions to ensure feature adoption.

· Initiates and help prepare for, attend and participate in quarterly business reviews.

· Identify gaps in people, process and technology that prevents clients from realizing value, plan for closing all gaps.

· Advocate for customer if they require additional support from other teams based on a given list of activities of advocacy and areas where potential support could be required to be listed.

· Partner with Technical Account Manager when services are purchased to entire 100% customer satisfaction.

· Quarterback internal processes essential to client success in collaboration with Client CSMs

· Ensure seamless client experience across implementation, product performance and billing.

· Follow set guidelines to manage and resolve escalations related to product performance, billing and other operations issues.

· Fulfill client requests for basic product demos/ calls.

· Track client usage and adoption metrics including Revenue support and client success sales cycle.

· Execute standard renewals (i.e. renewals with no change in terms)

· Track renewal timelines and leading indicators of churn (e.g. revenue contraction or change in customer health score)

· Partner with Commercial Team by coordinating internal efforts to develop customized solutions for upsell

· Identify and Advise Commercial Lead on upsell/ Expansion opportunities

Experience:

· 5+ years of experience in a Customer Success, Account Management, Client Relationship management (for SaaS products)

· Experienced in managing end to product transitions (from Product design to Customer satisfaction)

· Should have expertise and experience in drafting and tracking contracts and renewals.

· Should have experience in negotiating contractual terms.

· Ability to understand ‘Data Connectivity Platform’ as a product in the Ad-Tech ecosystem.

· Excellent and impeccable communication and persuasion skills to interact with several internal teams and clients at the same time.

· Candidate should have ideally worked for a SaaS product company, preferably in the ad-tech space. Desirable skill.

· Project Management skills desirable.

Education:

· Any Graduation

Skills required:

Softskills:

· C1 level language proficiency on CEFR Scale.

· Excellent presentation skills

· Problem solving

Ad-tech skills:

· Desirable to have good understanding of ad-tech ecosystem like DMP, SSP, DSP, ad server, first/2nd/3rd party data etc. – not mandatory.

Technical skills:

· Not necessary

Data Analysis:

· Good understanding of MS Excel, Google sheets and Tableau

Client management:

· Minimum 5 years’ experience in client management

Project management:

· Good project management skills. Understanding of Gantt charts, MS Projects/ other PM tools.

People management:

· NA

Performance management:

· NA

Location:

· Hyderabad

Shift

· 6pm to 4am (US Shift)

About Company

Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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