Director- Client Success Management

Job Title:

Director- Client Success Management

Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled. We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.


Our game-changers:

* Challenge Conventions

* Deliver outcomes unimagined

* Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you. In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

#LI-remoteSummary: As a Customer Success Management lead, you will establish and nurture strong relationships with assigned clients and ensure that their technology needs are met. This role requires a deep understanding of the technical aspects of the solutions provided and the human interactions required to drive our services forward. In addition, the ideal candidate will work closely with project sponsors and cross-functional teams and assign project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives.

• Key Responsibilities:
  • Serve as the primary contact for client IT and technical needs, ensuring client satisfaction.
  • Build and maintain strong relationships with clients to encourage new and repeat business opportunities.
  • Provide two-way communication between the client and our team, representing client needs and setting proper expectations.
  • Be the customer's single point of contact for any technical aspect, including monitoring and incident resolution.
  • Monitor problems, implement improvement plans, and ensure client issues are addressed efficiently.
  • Ensure adherence to processes, quality standards, and contractual requirements.
  • Track and report on client projects, outages, changes, and growth.
  • Analyze outages, incidents, and changes for trends and opportunities for improvement.
  • Chair regular client calls, providing minutes and actionable insights.
  • Collaborate with global and local teams to ensure client satisfaction and sustainable growth.
  • Support sales management for account growth and identify growth opportunities.
  • Analyze customers' needs, suggest upgrades or additional features, and ensure deliverables meet their requirements.
  • Work closely with project sponsor, cross-functional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives
  • Communicate progress to both internal and external stakeholders.
• Requirements:
  • Minimum of 5 years in service delivery management, technical account management, or a relevant IT field.
  • Excellent verbal and written communication skills in English; proficiency in other languages is a plus.
  • Customer-oriented with a strong focus on providing exceptional customer experiences.
  • Strong analytical, problem-solving, negotiation, and conflict-resolution skills.
  • Ability to manage multiple projects while paying strict attention to detail.
  • Proven experience in delivering client-focused solutions based on customer needs.
  • Solid technical background, preferably with experience in Contact Center solutions, Telephony, LAN Network, and Firewall Security.
  • Comfortable with direct responsibility, accountability, and decision-making.
  • Ability to engage with IT teams globally, understanding regional nuances and challenges.