Job Description

Customer Success Manager (CSM) to join our team. The CSM will play a pivotal role in ensuring the successful execution of projects, nurturing long-term client relationships, mitigating delivery risks, and identifying opportunities for account growth.

Key Responsibilities:

• Client Relationship Management:
• Serve as the primary point of contact for clients, fostering trust and ensuring high levels of customer satisfaction.
• Conduct regular check-ins with clients to understand their evolving needs and challenges
• Risk Assessment and Mitigation:
• Proactively identify delivery risks and implement strategies to mitigate them.
• Ensure smooth communication and issue resolution between internal teams and clients.
• Account Growth and Portfolio Expansion:
• Identify upselling and cross-selling opportunities within accounts by understanding client business goals.
• Collaborate with the sales and solutions teams to expand the retail services portfolio.
• Domain Expertise and Advisory:
• Leverage deep knowledge of core retails services to provide insights and strategic recommendations to clients.
• Stay abreast of industry trends, regulatory changes, and emerging technologies impacting the retail sector.

• Domain Expertise:
• Strong understanding of core retail or BFSI or CRE services operations, and industry best practices.
• Familiarity with regulatory requirements and compliance in the above any one of the services sector.
• Project Management:
• Proven experience managing and delivering complex consulting projects.
• Ability to handle multiple projects and clients simultaneously while maintaining high standards of quality and delivery.
• Relationship Management:
• Excellent communication, negotiation, and interpersonal skills.
• Ability to build and sustain long-term client relationships.
• Strategic Thinking:
• Capability to assess business needs, propose innovative solutions, and create value-driven client strategies.
• Analytical mindset to identify risks, opportunities, and areas for improvement.
• Technical Acumen:
• Familiarity with technologies related to data engineering, AI, application engineering, and integration.
• Understanding of modern technology stacks used in retail services.

• Bachelors or Masters degree in Technology.

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