Customer Success Manager

ECS ME

Key Responsibilities

• Serve as the primary point of contact for assigned enterprise accounts.
• Manage end-to-end customer lifecycle including onboarding, engagement, retention, and renewal support.
• Ensure timely and successful delivery of services according to customer needs and objectives.
• Monitor SLAs and coordinate cross-functionally with Operations, Delivery, Product, and Support teams.
• Build and maintain strong relationships with client decision-makers and stakeholders.
• Identify risks, escalations, and service gaps and resolve them with internal teams.
• Track customer metrics (CSAT, SLA, delivery performance) and present periodic reports to management.
• Conduct regular review meetings with clients to understand pain points and deliver actionable insights.
• Support billing coordination, PO tracking, and documentation for seamless service continuity.
• Drive continuous improvement by identifying process enhancements and workflow optimizations.

Must-Have Skills

• Minimum 5 years of experience in Account Management / Customer Success in a service-based company.
• Strong stakeholder and customer relationship management skills.
• Excellent spoken and written communication skills.
• Ability to manage complex processes, tight timelines, and multiple accounts simultaneously.
• Strong analytical skills with experience in reporting and data interpretation.
• Proven track record of ensuring customer satisfaction and service delivery excellence.
• Experience in handling escalations and coordinating with senior leadership.

Good-to-Have Skills

• Experience handling customer accounts in India / UAE regions.
• Knowledge of Purchase Orders (POs), invoicing, billing, and payment follow-ups.
• Exposure to vendor management or partner coordination.
• Comfortable working with SaaS tools, internal systems, and workflow platforms.
• Experience with HR Tech, IT Staffing, or SaaS environments preferred.

Qualifications

• Bachelors degree in Science / Technology / Management preferred.
• Overall experience: 4 7 Years.
• Candidates from Hyderabad or willing to relocate will be preferred.