What are the responsibilities and job description for the Client Success Manager (CST) position at ISHIR?

Job Role : Client Success Manager

Job Type - Full-Time

Location - Remote (Seeking candidates from Latin America)

Profile Summary

We are seeking a dedicated and results-driven Client Success Manager to join our dynamic team. In this role, you will be responsible for fostering strong relationships with our clients, ensuring their satisfaction, and driving the growth of our business. If you are a client-focused professional with a passion for IT software services and a desire to drive client success, we encourage you to apply for this exciting opportunity.

Responsibilities

Client Relationship Management

Build and maintain strong relationships with clients
Account Penetration : Penetrate into existing accounts by connecting to 3 people at the same level as our point of contact and 3 people higher in the organization hierarchy
Understand client needs, goals, and challenges and consult them the right solution.
Proactively communicate with clients to ensure their expectations are met or exceeded.
Act as an escalation and ensure all issues are resolved with complete client satisfaction by working closely with internal teams.

Account Management

Ensure Smooth onboarding of client from Sales / Pre Sales to Project Managers

Customer Offboarding Process - A good client experience ends with a seamless offboarding process. We want to ensure this process is efficient, organized and opens the door for future referrals.

Develop and execute strategic account plans to maximize client retention and growth.

Identify opportunities to upsell or cross-sell additional services or products.

Monitor client accounts, track key performance indicators (NPS, CSAT), and provide regular reports.

Monitor Billing and Collections from client

Conduct Review meeting with Internal team and clients on regular basis (QAR, AAR)

Account Growth and Retention

Identify cross sell and up sell opportunities with current clients

Generate New Business through referrals by penetrating current clients' network.

Manage renewals of existing contracts

Marketing Support

Request for reviews and reference from clients

Help marketing team build case studies and success stories

Ensure clients' data is up to date for sending our Newsletters and other marketing updates.

Qualifications :

Proven experience in client success or account management in the IT services industry.

Strong understanding of Custom Software Development on different platforms.

Exceptional communication, negotiation, and interpersonal skills.

Results-oriented with a track record of meeting or exceeding targets.

Ability to work collaboratively with cross-functional teams.

Excellent problem-solving and critical-thinking abilities.

Ability to work with C Level executives and enterprise level accounts

About BORDERLESSMIND

We believe talented digital workers are available globally, but the opportunities are not.”

Since 1999, we have specialized in remote (offshore or nearshore) and onshore staff augmentation solutions. We have been a remote-first business a lot before it becomes cool to be one.

We help ambitious startups and enterprises build remote teams of employees from anywhere in the world, in any time zone.

Our global team skillfully delivers solutions by modernizing Software development, optimizing Cloud infrastructure, leveraging Automation and through emerging technologies.

We take pride in sharing that the average tenure of employees at BorderlessMind is 5 years historically. We work in a tight-knit environment where employees love to stay longer with us as we believe in caring for them through employee wellness initiatives and investing in enhancing the employee experience.

The ‘Future of Work' is here to stay. The World is truly Borderless.”

We are strategic talent partners for ISHIR, ENO8, Digital Success brands and their employer on record.

We are Borderless Minded. Are You?

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Client Success Manager (CST)

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