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    Team Manager - Hyderabad, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Hyderabad, India

    3 weeks ago

    Default job background
    OTHER
    Description

    Job Description:

    • Ensures high client satisfaction and account success
    • Monitor, track and report opportunities in Customer Value Plan created by the client.
    • To collaborate with Client CSM to drive adoption.
    • Monitor and report account health parameters
    • Any critical escalations to be forwarded to respective teams as per escalation matrix.
    • Advising useful features based on pre-defined list. Answering usage, product and Workflow questions to ensure feature adoption.
    • Initiates and help prepare for, attend and participate in quarterly business reviews.
    • Identify gaps in people, process and technology that prevents clients from realizing value, plan for closing all gaps.
    • Advocate for customer if they require additional support from other teams based on a given list of activities of advocacy and areas where potential support could be required to be listed.
    • Partner with Technical Account Manager when services are purchased to entire 100% customer satisfaction
    • Quarterback internal processes essential to client success in collaboration with Client CSMs
    • Ensure seamless client experience across implementation, product performance and billing.
    • Follow set guidelines to manage and resolve escalations related to product performance, billing and other operations issues.
    • Fulfill client requests for basic product demos/ calls.
    • Track client usage and adoption metrics including Revenue support and client success sales cycle.
    • Execute standard renewals (i.e. renewals with no change in terms)
    • Track renewal timelines and leading indicators of churn (e.g. revenue contraction or change in customer health score)
    • Partner with Commercial Team by coordinating internal efforts to develop customized solutions for upsell
    • Identify and Advise Commercial Lead on upsell/ Expansion opportunities

    #LI-VS5

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