Customer Success Manager

Experience : 4-6 years of prior experience in technical marketing of products/ solution consulting.

Please note : This is not a Software Development role so pure Developers/Programmers need not apply.

Knowledge & Skill Requirements :

- Requirements Gathering & Elicitation - Advanced Business analysis requirements gathering and design techniques; the ability to produce structured BRDs, and write functional specification.

- Excellent Verbal and Written Communication Skills - the ability to communicate to a variety of audiences across business function and level and tailor messages appropriately. Presentation, facilitation, oral, written, listening and conflict resolution.

Ability to interact with client/ prospects day in day out.

- Industry expertise - BFSI (banking and financial) segment or experience in service companies that are in BFSI vertical - A MUST

- Direct customer interaction/ engagement management/ program management exp a must. Should be tuned to interact externally day in day out.

- Flexibility in travel - might have to travel to client locations as you grow in the system and take on larger prospects/ clients/ role (Mostly day trips).

- Must have handled in person interactions with Clients and not on remote basis

- Must be tech savy and should be able to understand technology terms and willing to learn high-level concepts.

- Self-Starter: You are motivated and ambitious and you pursue your work without the help or prompting of others

Technical Skills :

 Desirable :

- Conversant with presenting solutions to clients in any of the following programming domains ( knowledge of two or more of the following programming languages is highly desirable).

- Understanding of REST, Webservices and SOAP well.

- Experience with Business Intelligence tools would be a plus

- Flair for evaluating alternatives and deciding plan of action.

Responsibilities :

- Develop deep functional and technical know-how on Perfios suite of products

- Provide technical consultancy to customers

- Educate newly on-boarded customers on functional and technical aspects of Perfios products

- Ensure successful on-boarding of new customers

- Manage multiple implementation projects running in parallel by interacting with internal & external stakeholders.

- Assess and analyze client key performance indicators to identify strategic opportunities and client educational needs.

- Identify the needs within the client organization and recommend new product or service offerings and develop a plan to drive maximum utilization of Perfios products.

- Cultivate strategy based on products owned, client structure, and adoption issues.

- Contact clients, identify and perform assessments and create action plans to improve product usage. These should identify and include:

- Upsell Opportunities

- Educational Needs

- Assessments & Action Plan Executive Summary

- Consistent client engagement to execute action plan

- Escalation point for problem resolution

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