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- 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
Team Manager - Hyderabad, India - Cognizant
Description
Job Description :
#LI-VS5
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Apr