Client Success Manager

TL;DR

Client Success Manager: Drives all aspects of the Managed Services customer relationship, ensuring SLAs are met and contracts are renewed and grown. Focus on coordinating key customer interactions, leading onboarding activities, and driving process improvements for customer satisfaction.

Location: Hybrid in Gurugram, Haryana, India

Company

hirify.global is a company focused on Managed Services, specializing in IT Service Account Management and customer relationship management.

What you will do

• Act as a customer advocate and ensure Service Level Agreements are met.
• Coordinate renewal of Managed Services contracts and grow existing contract values by cross-selling and up-selling.
• Build strong relationships with key customer staff, client director team, and Managed Services teams.
• Provide reports to an agreed schedule or on request, including incident management, account performance, and service unit billing.
• Lead onboarding activities for new Managed Services customers and set expectations of service quality.
• Drive process improvements that increase customer satisfaction and manage service improvement activities.

Requirements

• Good understanding of IT Service Management processes and procedures.
• Good understanding of IT Project Management principles and techniques.
• Good ability to manage change, provide direction, and facilitate communication.
• Excellent presentation skills and ability to manage and escalate client issues.
• Comfortable communicating and interacting with C-level customer stakeholders.
• Proficient in MS Office, including Word, Excel (pivot tables, data manipulation, charts), and PowerPoint.
• 2-4 years of relevant IT Service Account Management experience required.

Nice to have

• ITIL Foundation Certification desired.
• PMI Project Management Professional (PMP) certification is a plus.
• ServiceNow experience is a plus.