• Responsible for developing customer relationships that promote retention and loyalty. Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction This includes and is not limited to:
o Assessing/evaluating client needs for initial scope of project, determine project plan, and schedule agenda with curriculum for training.
o Tracking implementation and usage to identify and provide proactive support
o Provide support to clients for Implementation in the form of calls, emails or manual work.
o Ensure customer satisfaction on audit and compliance product and services through follow-up, client responsiveness, and thorough communication.
o Continuously improvising the implementation process for making it easier and more efficient.
o Manage multiple client implementations and projects/tasks simultaneously.
o Responsible for managing client expectations and building strong relationships.
• Provide on-going Product maintenance support
• Promote and upsell other modules and services of .
• Assist other team members with client engagements when appropriate with strong focus on team environment.
• Gather client feedback on audit and compliance system, convert them to system requirements and communicate to Product Manager for enhancing the product.
• Manage a team of 7+ people including customer sucess leads and product support team.
• Manage client contracts, their renewals, and payments, etc.
Skill Sets required in the candidate
• Good Analytical ability;
• Excellent communication skills
• Fast learner (on both process and systems);
• Strong business/client engagement skills;
• Ability to proactively identify process improvements;
• Strong time management and organization skills with the ability to prioritize, multi-task, solve problems under time constraints, meet deadlines and deliver results.
• Strong situational analysis and decision making abilities
• Self-motivated and able to work independently with little direction and supervision.
• Sales experience is a plus
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