Customer Success Manager - IT

Key Responsibilities:

- Revenue ownership & growth - Every team member, irrespective of seniority, here is responsible for driving growth for our clients, and revenue for OS. We make detailed plans to hit our targets, and follow-up on them religiously. Focus is not only on retention or NPS (as in other CS roles), focus is growth

- Client engagement - Our client POCs are senior stakeholders, as our projects are strategic, revenue-driving projects. Therefore, there is a high level of CxO sponsorship, heightened visibility, less room for error, and a high degree of responsibility towards the client. Doesn- t mean we believe in client servitude - we believe in effective engagement to push the growth agenda

- Analyses - With a complex product, and deep client integrations, there is large amount of data generated that needs to be understood, analysed and presented to feed growth plans and opportunities, or simply uncover issues to bring to rapid resolution

- Cross-functional project management - Making the product successful with the client requires collaboration across multiple internal and external teams (product, tech, marketing, sales, et al), and therefore diligent project management is a daily affair

- Team management - The role requires managing analyst(s), managing their expectations and growth, grooming them into future CSMs, and ensuring sharp, timely deliverables.

Skills Required:

- Project Management - Deadline-driven, organized and diligent, with an ability to run projects & programs across function and levels, with a strong focus on revenue planning & management

- Marketing - Driving seller adoption of our products is key to making our clients successful, and therefore driving revenues for OS

- Sales - Up-selling & cross-selling is core to business growth at OS, and therefore a flair for building relationships with clients, demonstrating value of our products, persevering for the sell, and making revenue growth happen is critical

- Analytical rigor - Endlessly curious with excellent attention to detail, a positive attitude and a creative mind - someone who is solutions oriented & able to perform in a high-pressure and high-volume environment

- Product understanding - a systems understanding of how business setups work at scale (or don- t) is critical for our complex products

Other Attributes Required:

- Attitude to make things happen - we are cerebral, and biased for action

- Bachelor's or Master's degree from a Tier-1 accredited institute

- Min. 3 years of experience in an analytical rigorous role (e.g. Analytics, Consulting, Product)

- Comprehensive knowledge of MS Office (Word, Excel, Powerpoint)

Qualifications:

- 3-4 years of Partner/Client handling experience in Enterprise Product based company

- Bachelors or an MBA degree from Top Tier College.