Senior Client Manager
Company: Sakon
Location: Concord
Posted on: January 26, 2023
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
Didn't find what you're looking for? Search again!
Loading more jobs...