Job Description

As a Customer Success Manager, you are responsible for customer retention and driving customer satisfaction. You are also responsible for leading post-sales efforts including customer on-boarding, driving user adoption and satisfaction, owning customer renewals, and developing up-sell opportunities.

We are expecting from you to own an overall relationship with assigned clients, which include:

•         Renewal: negotiate commercial terms within set guidelines;

•         On-Boarding: work with clients to establish critical goals, or other key performance indicators and help the customer achieving their goals;

•         Adoption: manage and increase revenue within existing client by expanding usage;

•         Customer Satisfaction: conduct frequent Client Satisfaction surveys, interviews or meetings to determine customer loyalty and implement Service improvement plan as appropriate;

•         Upsell: work to identify and/or develop upsell opportunities. Are you ready to take up this challenge?

•         Developing strong, long-lasting customer relationships as a trusted advisor with each assigned client and drive continued value of our products and services;

•         Identify Cross-sell opportunities within your existing customer base;

•         Act as the customer’s advocate throughout NTT, facilitate the prompt, effective resolution of all service related issues;

•         Proactively act on problems and manage Service Improvement Plans if required;

•         Identify, qualify and influence new projects around within territory and position NTT as a service provider;

•         Driving adoption and usage of the NTT service by working with customers to ensure they are leveraging the solution effectively and using best practices;

•         Proactively monitoring and identifying usage trends in order to uncover renewal risks, while supporting greater adoption rates; • Developing and maintaining deep expertise of Arkadin products and best practices to provide value to customers; • Maintain accurate records within the company’s sales database;

•         Demonstrate accurate forecasting and maintain a healthy sales pipeline. • Organizing regular Customer Business & Service Reviews

KEY EXPECTED RESULTS

·         Manage the client relationship through proactive support and account management

·         Achieve and/or exceed KPIs.

·         Increase monthly revenue by cross-selling and upselling new solutions

·         Maintain accurate Salesforce.com data daily.

·         Attend all required training sessions and participate in all developmental programs.

·         Gain one new client recommendation per year.

·         Maintain professional relationships with internal contacts.

·         Maintain reliability and dedication to the role.

·         Stay in alignment with NTT Cloud Communications company values.

Qualifications

•         Bachelor’s Degree

•         Previous experience in post-sales account or service relationship management (analytics, optimization/conversion and/or search). Candidates with pre-sales or professional services background will be considered.

•         Proven experience implementing customer retention initiatives, achieving high retention rates and customer satisfaction;

•         Very structured working methodology, ability to deal with several different activities in parallel;

•         Gravitas, presence and strong interpersonal skills to build strong and lasting relationships at all levels

•         Thorough knowledge of all aspects of hosted services market is desirable.

•         Able to anticipate and identify not defined problems/issues.

•         Strong team player, tenacious, and result-driven.

•         Experience working with SalesForce and Business Objects

•         Working knowledge of MS Office applications

Additional Information

All your information will be kept confidential according to EEO guidelines.