Job
Description
Skill required: Digital Inside Sales - Inside Sales Designation: Delivery Lead Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years What would you do This position is responsible for leading the drive of product adoption, deliver high levels of business value, and cultivate deep internal and external customer relationships. This role will assist with all aspects of renewals, account management, adoption, customer success planning, and expansion sales. The role drives overall customer satisfaction including reporting and analytics of revenue impact tied to client success, client testimonials, and client references. ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIESEnsure that employees are connecting and aligning their work and goals to the Enterprise Objectives. Drive adoption of Winning Way behaviors. Support and drive attainment of core company metrics. Align with and ensure Customer Success Management team is aligned with goals of Chief Customer Officer and Customer Center of Excellence team. Work with Zone and Line of Business Owners to ensure alignment with operational strategy and goals. Transform and evolve the Customer Success Management Team to align with operational strategy and goals. Collaborate and align with Line of Business Owners, Product Managers and Product Owners on roadmap deliverables and messaging so that the Manager of CSM can train and educate the team on upcoming releases and roadmaps. Personally manage escalations from direProvide support for lead/opportunity generation:conduct calls / send emails / connect via social media to generate leads, schedule first meetings for sales/pre-sales, conduct customer surveys, identify participants for events, and bring awareness of the product or offering on behalf of sales/marketing teams. What are we looking for KNOWLEDGE, S AND ABILITIESContinually seeks opportunities to increase customer satisfaction and deepen client relationships. Excellent technical aptitude with the ability to analyze and decipher large amounts of customer data. Excellent communication skills, including issue tracking, triaging and crisis management. Ability to efficiently manage multiple customer projects simultaneously. Ability to communicate with internal and external customers and all levels of management. KNOWLEDGE, S AND ABILITIESContinually seeks opportunities to increase customer satisfaction and deepen client relationships. Excellent technical aptitude with the ability to analyze and decipher large amounts of customer data. Excellent communication skills, including issue tracking, triaging and crisis management. Ability to efficiently manage multiple customer projects simultaneously. Ability to communicate with internal and external customers and all levels of management. Roles and Responsibilities: Ensure that employees are connecting and aligning their work and goals to the Enterprise Objectives. Drive adoption of Winning Way behaviors. Support and drive attainment of core company metrics. Align with and ensure Customer Success Management team is aligned with goals of Chief Customer Officer and Customer Center of Excellence team. Work with Zone and Line of Business Owners to ensure alignment with operational strategy and goals. Transform and evolve the Customer Success Management Team to align with operational strategy and goals. Collaborate and align with Line of Business Owners, Product Managers and Product Owners on roadmap deliverables and messaging so that the Manager of CSM can train and educate the team on upcoming releases and roadmaps. Personally manage escalations from direct reports and follow a methodical escalation process to leadership Lead the development of the relationship of the CSM team as the trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value. Act as an extension of the customer, being a proactive advocate within Vertex and the customer to accomplish defined objectives. This includes working with the various internal Support teams. Proactively grow the breadth and depth of strategic relationships with customers. Identify opportunities for continuous improvement. Define and oversee lifecycle processes/touch points, including QBR process, "listening" points (e.g. on usage, NPS), and measuring business value, penetration, usage, and adoption. Partner with internal stakeholders (from executive to supervisor) to align account activities with the customers business case and strategy. Responsible to help identify data driven revenue expansion within the customer base throughout all customer lifecycles. Work with leadership to identify annual targets Responsible for change management. Closely managing and nurturing accounts to identify and eliminate risk of attrition through regular touch points (conference calls, client visits, webinars, etc.). Establishing trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success. Qualification Any Graduation
