Client Success Manager at Ollion

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Management, Commercial Ownership, Managed Services, Revenue Growth, Cross-Functional Collaboration, Technical Aptitude, Financial Acumen, Service Performance, Governance, Continuous Improvement, Adaptability, Detail-Oriented, Innovative, Organized, Persistence, Ambition

Industry

IT Services and IT Consulting

Description

Company Description OUR STORY Let’s be honest: there are lots of people out there doing what we do. We’re just not convinced they’re doing it right. Businesses are hungry for innovation and opportunity, but not at the cost of their independence. At Ollion, we’ve connected companies and capabilities around the world to help ambitious organizations make the most of their transformation and leave the status quo in the dust. WORKING AT OLLION Innovation is risky. It demands bold steps and big questions, but that’s the price of making change. We’ve got our head in the cloud and two feet on the ground, channeling tech’s endless potential towards a single goal: making a world of difference. And we’re building a global team to do just that— a team capable of making game-changing breakthroughs without ever losing sight of the people it will impact. This is more than consulting. This is the change you can be. THE OLLION DIFFERENCE At Ollion, we’re all in on your independence. Our teams are seasoned. Our solutions are straightforward—sometimes even groundbreaking. And our engagements? Exactly as long as you want them to be. We deliver fresh thinking and hard-earned insight in a way that works for you and your customers, arming your organization with everything you need to make your transformation truly mean something. WORKING WITH OLLION (our clients’ experiences) Progress matters more than process. Our global team of cloud-native pros is all about creating new and better ways to work—not just by solving your tech challenges, but by using technology to solve your business challenges. We keep the formulas, frameworks, and ten-point plans to a minimum, tackling your most pressing problems with a proprietary mix of good-old-fashioned ingenuity and refreshing humanity. DIVERSITY AT OLLION One of our cultural keystones, ‘Find the angle’ recognizes that every individual has different aspirations, needs and brings a unique perspective. We value diversity, inclusion, and equity (DE&I) as core to our success. We believe that a diverse workforce brings together unique perspectives, experiences, and ideas, leading to innovation, creativity, and better outcomes for our clients and our organization. We are on a journey and are committed to building a workplace that celebrates and respects individuals from all backgrounds, including but not limited to race, ethnicity, gender, sexual orientation, age, disability, and cultural heritage. As our commitment to diversity and inclusion is reflected in our: Awareness and sensitisation programs: to create awareness and sensitisation. We encourage open dialogue, active listening, and mutual respect, creating a safe and supportive environment for everyone to contribute their unique perspectives and ideas. Dedicated efforts to building diverse teams: that leverage the strength of our differences to tackle complex challenges and drive innovation. By embracing diversity, we broaden our collective knowledge, enhance problem-solving capabilities, and unlock limitless potential for our employees. Job Description The Client Success Manager (CSM) is a senior client-facing role responsible for the commercial performance, service relationship, and ongoing value realization across Client accounts. This position is fundamentally a commercial and relationship-driven one, designed to protect and expand long-term account value. The CSM owns the client experience end-to-end and is critical for retention, renewals, and identifying opportunities for growth. This role operates with significant autonomy, requiring a dynamic individual to serve as the trusted partner and primary point of accountability for the client's Managed Services engagement. The CSM is tasked with driving services revenue targets , ensuring the value of Ollion's services is visible and measurable , and leading the full renewal lifecycle. This requires strong, cross-functional collaboration with Sales, Solution Architects, Technical Operations, and Delivery to ensure alignment on account strategy and execution. This role will be a full time, work from office position. It is not a remote role. Client Relationship and Value Management The CSM acts as the client's primary point of contact, maintaining a consistent communication rhythm with stakeholders at all levels. Key responsibilities include: Deeply understanding the client’s business context, technology environment, risks, and priorities. Ensuring commitments and priorities are well understood by advocating for the client internally. Presenting cloud recommendations and cost savings opportunities to the client Commercial Ownership, Renewals & Account Growth This role is paramount in driving revenue growth and commercial health. The CSM will: Own the full renewal lifecycle, which includes shaping renewal strategy, developing pricing scenarios, and leading discussions. Identify upsell and cross-sell opportunities by analyzing client roadmaps, adjacent needs, and service maturity trends. Champion expansion across all Ollion capabilities (Managed Services, Project Services, Cloud, Data, Strategy, etc.). Monitor account-level commercial metrics, including margin performance, cost drivers, and service profitability. Validate monthly client billing for accuracy and monitor reports for past-due invoices. Service Performance & Governance The CSM governs the ongoing service experience to ensure stability and alignment with commitments. This includes: Governing the service experience through Quarterly/Monthly Business Reviews (QBRs/MBRs), SLA reporting, and service strategy reviews. Overseeing communication during major incidents, ensuring clarity, speed, escalation, and follow-through. Owning service governance activities such as DR tests, game days, and change coordination, ensuring execution in line with contractual scope. Proactively managing exceptions and escalating scope variations where required. Continuous Improvement & Internal Collaboration The role requires a focus on improving service quality and aligning internal efforts to client needs. The CSM will: Lead or influence internal initiatives that lift our service quality and operational maturity. Proactively flag delivery risks, scope drifts, or emerging client needs. Represent the voice of the customer to inform our sales process and product roadmap. Validate service scopes, commercial models, and SLAs for new or expanded work before they are committed. Success in this role is measured by critical commercial and relationship metrics: Renewal rates and the size/timing of successful renewals. Upsell and cross-sell influence and conversion. Account gross margin and commercial health. Client satisfaction, NPS, and escalation reduction. Consistent delivery of SLAs and service outcomes. Qualifications Expertise you bring Qualifications Senior-Level Client Management: 4+ years demonstrated experience in a senior client-facing role , managing the end-to-end client experience, retention, and expansion for a portfolio of accounts. 10+ years overall client management experience. Commercial Ownership: Proven accountability for commercial performance and driving services revenue targets , including owning and executing the full renewal lifecycle (strategy, pricing, negotiation). Managed Services Context: Experience as the primary point of accountability for a client's Managed Services engagement , including governing the service experience through QBRs/MBRs, SLA reporting, and contractual scope adherence. Revenue Growth & Upselling: Strong ability to identify upsell and cross-sell opportunities and champion expansion across a range of technical capabilities (Cloud, Data, Strategy, Project Services, etc.). Financial Acumen: Practical experience monitoring and improving account-level commercial metrics, such as margin performance, cost drivers, and service profitability, including billing validation. Cross-Functional Collaboration: History of strong, cross-functional collaboration with Sales, Solution Architects, Technical Operations, and Delivery teams to align on account strategy and execution. Technical Aptitude: Demonstrates Technical Aptitude and the ability to understand a client's technology environment and present technical recommendations (e.g., cloud recommendations, cost savings opportunities) Certifications (Preferred) Project & Service Governance: Certification in a recognized project management or service delivery methodology is highly desirable, such as: Project Management Professional (PMP) Certified ScrumMaster (CSM) or other SCRUM/Agile Certification At Ollion, success is built on these core strengths, which guide how we work and grow together: Accountability - Demonstrates ownership and responsibility for actions, decisions, and outcomes. Adaptability: Being adaptable to evolving business needs, unplanned challenges and embody a collaborative “all hands on-deck” mentality when necessary. Ambition - Exhibits drive, initiative, and a commitment to personal and professional growth. Business Acumen - Understands complex business concepts, challenges, and opportunities, applying insights to make informed decisions and support organizational goals. Detail-Oriented - Pays meticulous attention to every aspect of tasks or situations, ensuring accuracy and thoroughness. Innovative - Demonstrates creativity and openness to unconventional approaches, encouraging new ideas and solutions. Organized - Employs structured, methodical work habits to manage multiple priorities and meet deadlines effectively. Persistence - Maintains focus and determination, overcoming obstacles to achieve objectives. Technical Aptitude - Demonstrates expertise in specialized technical areas, applying knowledge effectively to solve complex problems and innovate. Additional Information BENEFITS & PERKS FOR WORKING AT OLLION Our employees multiply their potential because they have opportunities to: Create a lasting Impact, Learn and Grow professionally & personally, Experience great Culture, and Be your Whole Self! Beyond an amazing, collaborative work environment, great people, and inspiring, innovative work, we have some great benefits and perks: Benchmarked, competitive, in-market total rewards package including (but not limited to): base salary & short-term incentive for all employees We are a remote-first, globally distributed organization where our people are empowered to learn, grow, and perform at their best. While most roles can be done from anywhere within your home country, some client-facing work may require onsite presence. Retirement planning (i.e. CPF, EPF, company-matched 401(k) Globally, we build benefit plans that offer choices for whatever stage in life our employees are in and allow for flexibility as life happens. Employees have the benefit of medical insurance which is in line with industry benchmarks in their geography. In addition to great healthcare coverage, we also offer all employees mental health resources and additional wellness programs. Generous time off and leave allowances And more! Ollion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Ollion does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.

Responsibilities

The Client Success Manager is responsible for the commercial performance and service relationship across client accounts, ensuring value realization and driving revenue growth. This role involves maintaining client communication, managing renewals, and identifying upsell opportunities.