Required Skills

Service Delivery Client Servicing ITIL Client Satisfaction

Work Authorization

  • Citizen

Preferred Employment

  • Full Time

Employment Type

  • Direct Hire

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • No of position :- ( 1 )

  • Post :- 21st Jul 2022


Client Success is at the center of the account manager role, you will be the Single Point of Contact and Relationship Manager ensuring the client investment and IT Cloud strategy are realized. You will be responsible for managing contractual service delivery commitments and service improvements while maintaining cost control. Solid understanding of ITIL is required.

  • Roles and Responsibilities
  • Participate in the planning, implementation, control and review of services ensuring it meets business requirements and satisfies client commitments
  • Serve as an end-to-end trusted advisor, providing exceptional service and adapting strategy to meet client needs
  • Skilled at establishing and managing strong manager-level client relationships
  • Ensure steady state framework and best practice are in place and adhered to
  • Exceptional problem solving, issue resolution and client service skills
  • Coordinate and were needed take ownership to ensure timely response and resolution to all service activity, conduct problem management and drive actions to closure with respect to client service issues, process and/or service delivery gaps
  • Work with technical delivery teams to identify common issues and help develop cross functional continuous improvement plans
  • Responsible for creating client metrics, analyzing trends and making recommendations to proactively manage the client environment
  • Responsible for Client Success, Client Satisfaction and Client Experience.
  • Lead regular service delivery review meetings with key business stakeholders and take ownership of actions and deliverables identified in these meetings
  • Take ownership of service issues and manage them through to successful conclusion; putting service improvement plans in place where required; monitor and report progress against these plans regularly
  • Monitor overall performance of services against KPIs and provide regular reports on performance to the business
  • Add-on sales as required by the client
  • Comfortable working in a highly matrixed environment

Desired Candidate Profile

Qualifications and Experience

  • Graduate in any discipline
  • 6-10 years experience in ERP systems and cloud delivery on Public and Private Cloud
  • Overall 5 years years of experience and minimum 5 years years of experience in handling process improvements, transformations, change management and managing day to day delivery
  • Demonstrated prior transition and steady state Account Management Experience.
  • knowledge of Cloud Infrastructure and Migrations is required, as well as, practical or contextual understanding of cloud architecture, IaaS, PaaS and AMS operation models
  • Excellent at preparation and presentations of service and operational reviews to Senior Leadership teams
  • Experience in collaborating with teams across geographies and functions
  • English (Verbal and Written)

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Company Information