IT Delivery - Customer Success Manager (BA)

Job Description

Job Title: IT Delivery - Customer Success Manager (BA Offshore Projects)Experience: 10 YearsLocation: Hyderabad, IndiaIndustry: Information Technology and ServicesJob Type: Full-TimeAbout UsWe are a USA-based technology startup revolutionizing the way enterprises across industry verticals transform and continuously optimize their critical business operations. Our patented, industry-first AI/ML-based Augmented Digital Nervous System Platform enables organizations to analyze and automate real-time decision-making processes across all levels. This platform delivers measurable outcomes using situational awareness and intelligent bots.Job BriefAs the Director of Service Delivery and Customer Success, you will play a critical role in ensuring the successful delivery of our IT services to clients, while driving customer satisfaction and retention. You will lead a team of service delivery professionals and customer success managers to deliver exceptional value to our clients. and foster long-term relationships. This role requires a blend of operational excellence, a customer-centric mindset, and strategic leadership.Key ResponsibilitiesService Delivery Lead and manage the service delivery teams to ensure the successful execution of projects, adherence to timelines, and achievement of quality standards. Oversee the implementation and optimization of operational processes to enhance efficiency and effectiveness. Collaborate with cross-functional teams, including engineering and solution teams, to ensure seamless project delivery and client satisfaction. Provide guidance and support to the development team on integration technologies and technical challenges. Monitor and track key performance indicators (KPIs) to measure the success of service delivery operations and identify areas for improvement. Foster a culture of continuous improvement and innovation within the service delivery teams.Customer Success Develop and implement strategies to drive customer success, satisfaction, and retention. Build and maintain strong relationships with key clients, serving as a trusted advisor and advocate for their needs. Proactively identify opportunities to upsell and cross-sell additional services to existing clients. Conduct regular business reviews with clients to review performance, gather feedback, and identify areas for improvement. Lead a team of customer success managers to ensure high levels of customer satisfaction and engagement. Develop and deliver customer success programs, including onboarding, training, and ongoing support initiatives.Qualifications Bachelors degree in business, computer science, or related field. Advanced degree preferred. Minimum of 10 years of experience in IT services delivery and customer success roles, with a focus on leadership and strategy. Proven track record of successfully managing service delivery teams and driving customer satisfaction and retention. Strong background in process management, project management, and technical expertise. Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders. Strategic thinker with the ability to develop and execute customer success strategies aligned with business objectives. Results-driven mindset with a focus on delivering exceptional value to clients and driving business growth.Why Join Us Were more than just a workplace were a community of passionate individuals united by a shared purpose: driving customer success.By joining the team, youll have the opportunity to make a meaningful impact on the lives of our clients and contribute to their growth and prosperity. Here, innovation thrives, collaboration flourishes, and your ideas are valued. Together, well embark on a journey of discovery and achievement, transforming challenges into opportunities and forging lasting connections along the way.Come be a part of something extraordinary and unlock your full potential with us.Application InstructionsIf you are a results-oriented Director of Service Delivery and Customer Success with 10 years of experience and a passion for contributing to the growth of the company, we invite you to apply by sharing your updated resume with hidden_email or apply here on this platform.Join the team and make an impact in shaping presence and success. We look forward to reviewing your application.Note: Due to the high volume of applications we receive, only shortlisted candidates will be contacted. We appreciate your understanding in this regard,

Keyskills :
LeadershipStrategyProcess ManagementProject ManagementCommunicationInterpersonal SkillsIT services deliveryCustomer Success