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Customer Success Manager
Salary undisclosed
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Main Responsibilities · Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan · Contact for operational & tactical issues representing delivery of all services (all functions) to the customer, manages performance metrics, reporting, escalation & communication · Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans · Ability to effectively and proactively manage risk for low risk projects · Supports Account Service Team (AST) & all delivery organizations to timely, cost effective delivery of Service Level Agreements (SLA) requirements identifying & recommending optimization while managing scope, resources & coordination · Contributes to account service delivery plan. · Identifies incremental revenue opportunities · Assures compliance with company and customer’s Human Resources (HR), Pilot Run (PR), legal, financial, ethics and government related policies, strategies, and processes · Acts as Remote Customer Success Manager (rCSM) in small to medium engagements · Leads a small to medium size AST/delivery team · Works at local or regional level