Senior Cloud Service Manager (Customer Success)

TL;DR

Senior Cloud Service Manager (Customer Success): Providing overall business management and relationship ownership for hirify.global Cloud Managed Services accounts with an accent on ensuring operational health and customer satisfaction. Focus on managing customer expectations, resolving escalations, and identifying strategies for customer growth and business objectives.

Location: Onsite in Bangalore, Karnataka, India.

Company

hirify.global is a global leader in information management, focusing on innovation, creativity, and collaboration to drive digital transformation.

What you will do

• Provide overall business management for assigned hirify.global Cloud Managed Services accounts, including status calls and SLA reporting.
• Manage customer expectations and lead escalation management until issues are resolved.
• Interface with various levels within the customer's organization (business, technical, executive).
• Identify short and long-term strategies to assist in customer growth and business objectives.
• Recommend products or services to improve customer satisfaction and ROI.
• Facilitate communications between internal teams for special circumstances and high-visibility service items.
• On-board net-new hybrid cloud based customers and enable customer sponsors.
• Build trusted advisor relationships with customers, acting as their internal advocate.

Requirements

• Bachelor’s degree in a technical or business discipline, or equivalent.
• Strong client focus and positive problem-solving attitude.
• At least 8+ years of IT experience in Service Delivery Roles.
• At least 2 years’ experience in a client-facing role within a software company.
• Conversant in cloud technology and data center deployment.
• Demonstrable experience in developing and rolling out customer satisfaction improvement programs.
• Willingness to work overtime when required and willingness to work in shifts (preferably during NA hours).
• English: B2 required.

Culture & Benefits

• Opportunity to partner with highly regarded companies and contribute to digital transformation.
• Work in an AI-First, future-driven, human-centered corporate culture.
• Emphasis on innovation, creativity, and collaboration.
• Proactive approach fostering personal growth and a vibrant workplace.
• Commitment to an inclusive work environment and diversity.