Phonon - Manager - Customer Success

About the job:

- Understand client business needs and be able to create functional scope documents based on client requirements.

- Use appropriate PMO tools including project Gantt charts, risk issue registers & escalations, organisation structure, trainings, meeting & review schedules for complete and disciplined visibility and health of business relationship to senior management and client representatives.

- Manage client commercial life cycle including on-boarding, contracting, renewals, payments, upsell business with clients, create advocacy through case-studies and references.

Ensure excellent project delivery through:

- Well documented client deliverables including prompt and accurate delivery of UMLs and Business Requirement Specifications and sign-offs from customers.

- Projects are delivered within scope, on time and in budget and tracked through adequate project tracking tools and issue trackers by the company

- Ensure all projects are updated with the correct run-books, operational MIS and dashboards.

- Expertise at creating operational and business dashboards using SQL, NoSQL, Metabase and other Business Intelligence systems.

- Operational Efficiency

- Developing and sustaining solid relationships with key clients that bring in the most income for the company.

- Addressing and resolving key clients' complaints.

- Acting as the main point of contact between key clients and internal teams.

- Supervising the account teams assigned to each key client.

- Communicating and collaborating with the advertising, design, marketing, sales, and logistics departments to ensure that key clients' needs are met.

- Compiling reports on account progress, goals, and forecasts for account teams and stakeholders.

- Developing a thorough understanding of key clients' needs and requirements and preparing customized solutions.

- Negotiating contracts with key clients and meeting established deadlines for the fulfillment of each client's long-term goals