Client Success Manager

2 weeks ago

Pasig, National Capital Region, Philippines Insight Technology Full time

Select how often (in days) to receive an alert:

Pasig, PH

POSITION OVERVIEW

The Client Success Manager is a key liaison between the Client and the Services teams within Insight including leading regular interactions with clients, training the client on how to engage our services, analysing and presenting data, acting as a point of escalation, partnering with operational teams on client concerns, recommending good practices, and work closely with the Clients to ensure they are satisfied with their Insight experience. This role will also work with the Insight Sales team to identify, scope and propose new opportunities and ensure Clients are adopting our services and related technologies, identifying opportunities to expand our service footprint and actively pursue renewals.

Principle Accountabilities & Responsibilities:

• Build Success Plans and establish critical goals to aid clients in achieving their objectives and drive adoption, expand opportunities and facilitate renewals.

• Seeks to understand the Client's industry and business. Understand their future needs, outlook, and outcomes by meeting with and leading conversations with client stakeholders and business decision makers.

• Provides evidence of business value in the client environment and connection to client needs through demonstrations, storytelling, etc.

• Act as the Client advocate within the organisation. Work closely with Sales, Pre-Sales and Project teams.

• Be a trusted/strategic advisor and advocate with Client and drive continued value of our services.

• Support Managed Services and Professional Services with scoping and selling follow-on and new service opportunities.

• Act as the Insight liaison for inquiries, issues or account escalations and work with the Account team to drive customer satisfaction.

• Ensures Client insights are communicated to internal teams (e.g., Product Develop, Delivery and Account teams).

• Influences long-term Client strategy and growth for Insight by cultivating client preference for Insight services that drive impact for the client and establishing Insight as a leader through new reference cases, leveraging functional expertise.

• Lead the on-boarding of new Managed Services Clients and services.

• Recommend process improvements within Client environments, as well as within Insight.

• Develop measurable goals to track and trend results on Client desired objectives

• Monitor internal operations to assure established processes, policies, and procedures are followed, timelines are met and actions are taken to promote client success

• Ensure Client gains maximum value from their investment

• Identifying obstacles to Client satisfaction and/or financial performance and working collaboratively to remove them.

• Service reporting, sponsoring and chairing meetings with clients.

• Working with the Client and operations teams to identify, prioritise and manage service improvement activities.

• Work jointly with Service Delivery Managers during onboarding of clients and transitioning projects into operations.

• Collaborate with delivery teams on overall client health, adoption, expansion, and renewals.

Key Skills, Knowledge and Experiences

•Extensive experience in a related function with direct client advocacy and engagement in post-sales, Managed Services or Professional Services functions in enterprise or public sector organizations.

•A rich history of growing client satisfaction, adoption, and retention.

•Demonstrated ability to drive continuous service value.

•Highly developed conceptual and analytical skills combined with sound judgement.

•Experience developing use-cases with client.

•You will be a strong teammate while being a self-starter.

JOB DESCRIPTION AND CRITERIA

•Exceptional verbal, written, social, presentation, and interpersonal skills; including the ability to communicate with both a technical and non-technical audience at all levels of an organisation

•Understand Insight's offerings, policies, and procedures to assist in day-to-day operations

•A team player willing to develop and share IP within the organisation.

•Good team leadership skills with demonstrable experience of motivating others to get results

•Ability to multi-task and prioritise support requests.

•A passion for client satisfaction with an energetic and flexible approach to work.

•Experience with understanding and managing service contracts

• 8+ years relevant work experience, within Managed Services and/or IT outsourcing industry


•Amenable to work in an eraly morning schedule and in Pasig following a hybrid set-up.

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