Customer Success Manager (public Sector) Job in Rane T4u Private Limited

ROLE DYNAMICS

The individual is a key member of the Customer Success Team, which is responsible for driving the on-ground solution delivery mechanism for the Public Sector Business of t4u. They will be responsible for maintaining the delivery model that will propel and sustain t4u s operational model in a profitable and highly customer-centric manner, while driving and also managing the various stakeholders (external/ internal) in the business ecosystem.

The key impact areas for this role are as follows:

• Manage Customer Project Economics related to Field Operations
• Enable Customer Satisfaction Index
• Enable Customer Revenue Growth
• Monitor a seamless LTSP/ LISP (Channel Partner) Delivery Model

RESPONSIBILITES

• Delivery Management:
  • Should have a strong understanding of the Customer Success concept on-boarding, engagement advocacy and retention
  • Must possess a good understanding of business objectives, vision and strategy and drive the tactical deliverables
  • Will be required to have a strong grasp in the Project Management space and work with multiple stakeholders of varying business functionalities
  • Must be able to identify and manage risks and opportunities with demonstrated capability to manage multiple projects
  • Will be responsible for defining and driving the Delivery Strategy, Planning and Roadmap in line with the Business Strategy
  • Must have experience in performance review mechanisms related to the internal team and customer experience
  • Must be extremely Techno Business savvy and able to understand and develop a synergy between Technology, Operations and Business
• Stakeholder Relations and Development:
  • Communicate with stakeholders and customers to understand the challenges faced, strategy and requirements for the solution, providing in-depth thinking and contributions to solution evolution.
  • Improve internal stakeholder collaboration and establish strategic dialogue with key customer(s) and partner(s)
• Team Management:
  • Strong team building, coaching and communication skills to lead and motivate teams in achieving goals; high motivation levels, with demonstrated leadership, product and project management, and communication skills with an ability to drive solutions
  • Coordinating with appropriate Business Segment and Functional Leaders to ensure proper budget, schedule and direction

CANDIDATE REQUIREMENT

• An operations specialist with a strong business orientation
• Experience in working with customers in the public sector domain (pan India) as well as exposure to working with channel partners
• Extensive experience in a dynamic and constantly evolving Project Management ecosystem
  (Preference will be given to experience of working with projects that run on a subscription model wherein the projects are not necessarily time-bound in nature)
• Extensive experience of overseeing the implementation of a solution plan at ground level (prior experience of interacting with channel partners is a significant plus)
• Comprehend and expand one s knowledge with a 360 degree understanding of the IoT Industry
• Candidates who are entrepreneurial in nature, with high energy, charisma and fantastic communication are the kind of individuals who will excel in this role
• An individual who can comprehend and connect (seemingly distinct) dots into a complete and holistic picture will relish the dynamic nature and expectations of this role