Senior Client Manager

Company: Sakon
Location: Concord
Posted on: February 23, 2021

Job Description:

We are one of the world's top SaaS companies in our market, and a leader in managing enterprise communications services. Sakon has helped global enterprises organize, understand, and intelligently manage their communications and cloud services since 2003. Headquartered in Concord, Massachusetts, with a global delivery center based in Pune, India, the company has more than 600 employees. Our technology is used by some of the top systems integrators and outsourced services providers across the globe in transformational projects with CSPs, SIs, and ITOs such as IBM. We are looking for a driven and results-oriented team-player to join an entrepreneurial product company and an innovation focused team of problem-solvers. The successful candidate will be someone who will have ownership of assigned accounts to become a trusted advisor and ensure client satisfaction thru high levels of product adoption, and achievement of outcomes (be it client program goals or the internal key account planning). He or she will be responsible for lifecycle management, contributing to renewal/up-sell efforts and achievement of retention goals. The successful candidate will be respectfully relentless in focusing a diverse team to deliver the necessary deliverables on time. About the Role:

• Serve as the primary point of contact post on-boarding. You will assume overall customer adoption responsibility and act as a mentor and product expert toward your customers.
• Drive account planning processes and ensure documentation of all program outcomes. Monitor risks and customers' needs based on client environment changes.
• Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are utilizing the solution to achieve business goals and objectives.
• Drive new up-sales and change management processes within your customer portfolio by collaborating with internal teams.
• Conduct periodic customer health-checks. Present health reports and performance reports to customers based on service level agreements. In addition, conduct Executive Business Reviews to account program sponsors and lead discussions around building value, best practices compliance and recommendations to improve.
• Identify renewal risk and collaborate with internal teams to re-mediate and ensure a successful renewal.
• Act as the voice of the customer to collect feedback, engage internal resources to fix any issues or expectations gaps. Prepare and educate customers on new features and releases. Skills and Experience:
  • Ability to plan and manage multiple customers throughout the customer lifecycle
  • Exhibits confidence and a deep understanding of emerging industry best practices when solving business problems
  • Ability to identify critical issues with ease
  • Communicates with internal and external customers and all levels of management
  • Effectively communicate technical information to non-technical audiences
  • Ability to deliver informative, well-organized presentations
  • Understands how to communicate difficult/sensitive information considerately DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Keywords: Sakon, Concord , Senior Client Manager, Executive , Concord, California