Manager - Customer Success - IT

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

Mandatory Key Skills: Cloud Services SaaS, PaaS (Azure, AWS & GCP) IT Services

- Creates renewal and prepay agreement documentation, processes buy out agreements, and calculates/submits credit memos.

- Responsible for processing component upgrades/downgrades by generating support tickets, and documenting customer churn in internal ticketing systems (Service Now/CORE).

- Provides input to, and executes on, churn mitigation strategies.

- Conducts monthly service reviews.

- Handles customer escalations, serving as the main point of escalation during downtime events; and attending RCA sessions for individual customer incidents to compile incident reports.

- Responsible for following up with assigned customers on loyalty NPS survey responses, in addition to following up on closed tickets flagged as NPS-T, facilitating calls with internal support teams where necessary.

- Remains informed on the technical design/architecture of customer environments, reviewing contracts to stay up to date on server/hardware upgrades.

- Remains informed on all technical support activities for assigned customers, ensuring that maintenance planning, disaster recovery testing, security and compliance auditing, capacity management, environment audits, Ad-hoc reporting, customer environment documentation, vulnerability resolution, and patch management.

Qualifications:

- Bachelor's degree or equivalent experience

- Experience in customer success

- Strong written and verbal communication skills

- Detail oriented and analytical

- Demonstrated ability to increase customer satisfaction

Job Location: Gurgaon

TA - Team