Concentrix Catalyst ยท 3 days ago
Director- Client Success Management
United States
Full-time
Remote
Director/Executive
$170K/yr - $214K/yr
5+ years exp
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Responsibilities
Serve as the primary contact for client IT and technical needs, ensuring client satisfaction.
Build and maintain strong relationships with clients to encourage new and repeat business opportunities.
Provide two-way communication between the client and our team, representing client needs and setting proper expectations.
Be the customer's single point of contact for any technical aspect, including monitoring and incident resolution.
Monitor problems, implement improvement plans, and ensure client issues are addressed efficiently.
Ensure adherence to processes, quality standards, and contractual requirements.
Track and report on client projects, outages, changes, and growth.
Analyze outages, incidents, and changes for trends and opportunities for improvement.
Chair regular client calls, providing minutes and actionable insights.
Collaborate with global and local teams to ensure client satisfaction and sustainable growth.
Support sales management for account growth and identify growth opportunities.
Analyze customers' needs, suggest upgrades or additional features, and ensure deliverables meet their requirements.
Work closely with project sponsor, cross-functional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives.
Communicate progress to both internal and external stakeholders.
Qualification
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Required
Minimum of 5 years in service delivery management, technical account management, or a relevant IT field.
Excellent verbal and written communication skills in English; proficiency in other languages is a plus.
Customer-oriented with a strong focus on providing exceptional customer experiences.
Strong analytical, problem-solving, negotiation, and conflict-resolution skills.
Ability to manage multiple projects while paying strict attention to detail.
Proven experience in delivering client-focused solutions based on customer needs.
Solid technical background, preferably with experience in Contact Center solutions, Telephony, LAN Network, and Firewall Security.
Comfortable with direct responsibility, accountability, and decision-making.
Ability to engage with IT teams globally, understanding regional nuances and challenges.
Ability to work flexible hours to accommodate global business needs.
Strong sense of urgency, organization, accountability, and attention to detail.
Benefits
Private medical plans
Great compensation package
Retirement savings plans
Paid learning days
Flexible workplaces
Company
Concentrix Catalyst
Concentrix Catalyst serves multiple business industries with cloud engineering, API management, and enterprise modernization solutions.
5,001-10,000 employees
Funding
Current Stage
Late StageLeadership Team
Brooke Tawney
Manager- Talent Acquisition Business Partner
Kanth Marle
Senior Manager Talent Acquisition - Talent Acquisition Business Partner
Recent News
BusinessCloud
2023-09-19
Company data provided by crunchbase
