Customer Success Manager

About us:

We are a 9+ year-old IT Consulting & Services firm specializing in Digital Transformation, serving predominantly US-based clients.

• Current Size:

  680+ associates across Pune, Bhopal, Hyderabad, with a growing US presence

• Growth Trajectory:

  40%+ CAGR, targeting 1,500 associates in the next 4 years

• Structure:

  Matrix organization spanning Sales, CSM, Delivery, and Practices

• Culture:

  Distinguished by industry-leading practices such as continuous performance management (no bell curve), ESOP-based wealth creation, and strong employee engagement

• Leadership:

  A senior leadership team with 20+ years of experience each from global IT services firms

• Future Aspiration:

  Scale globally, strengthen our employer brand, become investor-ready, and ultimately aspire to ring the bell

Requirement:

• Played the role of CSM, Account Manager, Client Partner for a $ 10M + Client/Channel
• Extensive experience in Software Consulting and Services. Should understand technology, solutioning and delivery. Should have experience managing and cross selling Cloud native application development, cloud migration, modernisation, Quality Assurance, Data engineering, IT IS and AI. Please see our services at https://newvision-software.com/#our-services
• Preferable if hands on Software engineering experience in earlier 1-4 years will be a plus
• Onsite experience in US or Europe for at least 2 years in the role of CSM
• Should have experience of managing RFP cycle including solutioning, commercials, client presentations, negotiations and closure
• This role requires working from office for all 5 days per week
• This role does not involve license sale, license renewals or product sale.

Responsibilities:

Area

KRA

Growth

• Own revenue targets for your accounts, increase walletshare
• Deliver margin targets
• Create and manage pipeline in CRM
• Work with the practices to ensure fulfilment of roles

Relationship Management

• Maintain Client Relationship at CXO and next levels
• Manage Governance through QBR, MBR and regular meetings
• Own CSAT score
• Walk the floor of client's India offices

Account Management

• Create Account Plan
• Maintain Account Contacts
• Opportunity Updates
• Manage Resource / Revenue Forecast

Thought Leadership

• Understand the Clients strategic direction
• Leverage organization thought leaders to position transformation, trends and gain Mindshare