Customer Success Manager at World Wide Technology Healthcare Solutions

, , India -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

0.0

Posted On

23 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Facing, Presentation Skills, Relationship Building, Problem Solving, Conflict Management, Conflict Resolution, Customer Service, Issue Resolution, Risk Mitigation, SLA Adherence, QBR Preparation, Data Analysis, Process Improvement, Account Team Support, ITIL

Industry

IT Services and IT Consulting

Description

Required skills and experience- * A minimum of 5 years' progressive experience in a related field * Excellent written and verbal Communication * Strong customer facing & presentation skills * Ability to collaborate and influence * Strong relationship building abilities * Excellent understanding of financial practices * Strong problem-solving skills with the ability to implement change * Skillful conflict management and conflict resolution skills * Customer Service skills * Issue resolution and risk mitigation * Information Technology Infrastructure Library (ITIL) certification would be good to have Qualifications Job Summary- Customer Success Manager is the single point of contact between the client and the WWT Managed Services (MS) Operations Teams for the duration of the MS Engagement. The Customer Success Manager acts as the client's advocate and trusted advisor and is primarily responsible for client's satisfaction and for the success of the clients' journey with WWT. Job Responsibilities- * Initial non-technical business hours escalation point for Managed Services clients * Review tickets regularly and ensure SLA/SLT adherence * Prepare and conduct Quarterly Business Review (QBR) with the client * Analyse data and ticketing information periodically to determine larger picture issues * Leverage findings to provide recommended changes to client and/or internal team(s) * Provide Issue resolution and risk mitigation * Continuous focus on methodologies & process improvement * Review tickets regularly to determine any risk to client satisfaction * Consolidate the SLA/SLT/SLO measurements and present to the client monthly * Collaborate with and support the account team * Good understanding of the WWT Services Portfolio and Managed Services Offering * Lead internal status updates * Build, develop and maintain OEM relationships * Build relationships with appropriate WWT individuals and teams

Responsibilities

The Customer Success Manager serves as the primary contact between the client and Managed Services Operations Teams, acting as the client's advocate to ensure satisfaction and success throughout the engagement. Key duties include managing escalations, reviewing ticket adherence to SLAs, preparing Quarterly Business Reviews, analyzing data for systemic issues, and driving issue resolution and risk mitigation.