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S/He identifies customers’ needs, ensures successful onboarding/retention and provides service excellence and timely complaint management.\nMain Duties and Responsibilities\nTechnical and Operations\nUnderstand customers’ business goals, align with the company functionality and strategy and lead on a strategic technology solution roadmap;\nManage the customer adoption lifecycle and raise customer risks/blockers, where appropriate;\nCoordinate with peers in support, engineering, consulting to address customer issues and leverage the post sales customer experience;\nBuild and iterate on a customer success framework to provide measurable business and technical value to customers;\nProvide insight from customer data to internal stakeholders for appropriate actions and decisions;\nUnderstand customers at-risk and gaps that can hinder overall implementation, rollout and/or adoption of the solution; \nManage the ongoing post sales experience with priority customers, managing both the IT line of business and key customer stakeholders;\nAddress customer service issues and escalated complaints and ensure a prompt feedback and follow up;\n Answer customers’ comments and suggestions and submit related reports and recommendations;\nIterate ways to improve performance, efficiency and efficacy on metrics and customer feedback;\nManage large projects or processes that span outside of the immediate job area;\nTalent Development\nLead and coach the team cultivating empowerment and ownership;\nDevelop capabilities and secure a solid succession plan;\nConduct regular performance reviews, identify training needs and oversee development plans.\nPosition Requirements\nEducation\nBachelor’s degree in Business Administration or any other related field\nExperience\nAt least 7 years of relevant 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