Client Success Leader

Client Success Leader

Prolifics helps organizations around the world leverage digital technology solutions to innovate and compete, while optimizing costs and operational agility. For more than 40 years, our industry-specific insights, certified digital technology accelerators, deep technical expertise, and global delivery model have transformed organizations around the world by solving complex IT challenges. Over 100 Fortune 1000 companies across a range of industries, including financial services, healthcare, and retail, have trusted our knowledge, consultants, and expertise to implement their IT visions.

Goals

Revenue

• Protection of existing revenue
• Growth within existing buyers space
• Overall account growth in collaboration with Sales/AE including areas outside existing buyers

Profitability

Customer Satisfaction

Responsibilities

Customer Management

• Develop relationships with key business and technical stakeholders and act as a trusted advisor to the customer.
• Stay focused on client outcomes and ensure all of our efforts translate to client outcomes.
• Manage client expectations, establish credibility at all levels within the client and build problem-solving partnerships with the client and delivery team.
• Present solutions to customers, from IT managers to C-level executives.
• SPOC for handling customer escalations/concerns on the account.
• Identifies new opportunities within customer base and provides sales support during the sales cycle as needed.
• Conduct QBRs with clients and AEs
• CSL needs to build vertical knowledge and demonstrate value by having an understanding of competitive landscape and industry challenges. They need to know how others in the industry are solving these challenges. They need to be able to talk in industry terminology.

Delivery

• Review technical proposals and collaborate with Delivery Partner to oversee the delivery of projects
• Obtain and maintain knowledge of client's technology landscape to be able to deliver a technical pitch, services offerings, differentiation, and competitive positioning

Operational

• Ensure the existence of supporting documents such as contracts, purchase orders, work orders, signoffs etc. for the billing / revenue recognition.
• Know when and where to escalate within the technical organization (Delivery and Engineering teams) and make effective use of those resources.
• Promote knowledge and best practices coming from the competency leadership to the entire account team. Engages delivery partner and consulting leadership to ensure proper project kick-off and accountability matrix.
• Provide timely, prioritized and complete customer-based feedback to Project teams.
• Ensure all systems have basic hygiene for revenue and margin forecast and end of month recognition for the account.
• Develop process improvements to achieve cost effectiveness and time saving.

Financial

• Protect the current run rate along with nominal growth which includes selling all services to the current buyers.
• Supporting the AE to sell services to new buyers in the same account.
• Own and manage the P&L for the assigned accounts.
• Provide revenue and margin guidance and ensuring revenue recognition is done properly.
• Verify all billing data to ensure completeness and accuracy of revenues

Monitoring & Control

• Quarterly Business Review (Participants CSL Lead, AE, Customer, CSL, DP)
  • Overview of Account
  • Current Quarter Performance and plan for next quarter
  • Customer Initiatives taken and proposed
  • Challenges and plan to overcome them
• Monthly Account Review (Participants CSL Lead, AE, CSL, DP, Sales Head, CEO (Optional))
  • Recap of the Month's performance
  • Relationship Heatmap
  • Overview of what competition is doing in the account
  • New relationships/touchpoints in the account

Benefits

Prolifics values our colleagues, which is why we offer a comprehensive suite of benefits to those who join our team. We provide a range of benefits to maintain good health, wellness and financial security. It's the smartest investment we make. For more information on our benefits please visit careers.prolifics.com/our-people