• Understanding the customer need/ requirements
• Breaking the need into various executable steps (including products/ solutions/ MIS)
• Being the SPOC through the entire journey across BUs/ geographies providing updates to the customers and working across BUs to deliver seamless solutions to the customer
• Knowledge of the customer strategic imperatives (products/ solutions/ pain points/ KPIs/ MIS) on one side and knowledge of our imperatives (products/ BUs/ people/ systems) on the other
• Managing escalations and working across BUs to resolve customer issues.
• Monitor customer health and satisfaction metrics, proactively identifying and addressing any potential issues or risks.
• Building dashboards, control towers, MIS and conducting MBR/ QBRs.
• Ensuring customer satisfaction (measured by NPS scores) leading to repeat/ incremental business.
• Drive opportunities with customer success and satisfaction through upselling, cross-selling, and renewals.
• Stay updated on industry trends, best practices, and competitors' offerings to provide strategic guidance and recommendations to customers.