Head - Customer Success - IT

Key Responsibilities and Accountabilities:

- Responsible for building & nurturing relations with clients & key personnel within client companies.

- Develops and maintains the client relationship, ensuring that all assigned client accounts are obtaining value and ultimately be responsible for overall client satisfaction

- Alerting the sales team to opportunities for further sales within key clients.

- Generate sales among client accounts, including up-selling and cross-selling

- Operates as the point of contact for assigned customers and addressing their concerns & complaints

- Communicates client needs and demands and makes sure clients receive requested Signzy products and services in a timely fashion

- Conducting business reviews to ensure clients are satisfied with Signzy products and services.

- Keep records of client transactions and forecasts and tracks client account metrics

- Closely monitor processes and performance trends, undertake scalable initiatives for continuous improvement, take corrective action as necessary

- Coordinate with internal cross functional teams to ensure consistent service to multiple clients concurrently, often meeting deadlines

Aptitude/Personal Profile:

- 8 - 10 years of Global Customer Success / Account Management experience with a track record of managing & scaling operational functions.

- Knowledge of the BFSI industry - ability to understand client's business, their market sector, regulation compliance and be able to discuss knowledgeably with the client.

- Must have excellent organisational skills, attention to detail and the ability to prioritise in a changing environment.

- Excellent communication and negotiation skills

- Ability to work well with teams.

- A customer-oriented attitude who drives results & achieves high levels of customer satisfaction.

- Proactive problem prevention and issue resolution ability.

- Communicates effectively-tailored messages appropriately to various stakeholders.