Responsible for building trusted and strong relationships with the designated client accounts by managing the ongoing client contractual relationships, operational delivery of services, identifying value added solutions to generate revenue growth while retaining and satisfying the client, and overall portfolio management for the respective line of business. Post Sales Support Portfolio size is significant in the Banking & Insurance vertical.
Essential Key Responsibilities/Job Summary
Single post-sales support point of contact for customers for value & impact conversations.
Coordinate (quarterback) with appropriate internal teams as needed (i.e. Delivery,
Onboarding & Implementation, Product Teams, Value Adoption & Training needs. Data Advisory,
Global Data Content, Technical Implementation Consultant/Solution Architects, Customer
Service).
Conduct Customer Value Touchpoints (Documentation of Customer Use Cases & KPI’s,
User Adoption/Product Utilization, Solution Optimization.)
Identify/coordinate Customer Training needs. (Entire portfolio of customers – supporting 1-3
Client Directors.)
Ensure delivery of contracted products/services to clients to ensure SLAs (Service Level
Agreements) and KPIs (Key Performance Indicators) as defined in the contracts are met or
exceeded.
Facilitate additional customer support in the areas of Data Advisory, Global Data Content,
Technical Implementation, Consultant/Solution Architects, Customer Service,
Technology, Training, and Escalation resources as needed.
Help promote attendance to Industry Knowledge sessions when available.
Responsible and available as backup to Sales CD’s and other CSM’s with contract
management, forecasting and negotiation as needed.
Additional skill sets with (Finance Solutions, Sales & Marketing Solutions, and Third-Party Risk & Compliance) product certifications and ability to “demo” products as needed with customers directly.
Education/Experience and Competencies
Experience with accessing/using a variety of applications and systems: SFDC, KPI, BI Portal, OA/QTC, Sales Spot, Usage Reporting Systems.
Strong demonstrated knowledge and acumen of enterprise product(s) set associated with business unit solutions.
Strong written and verbal communication skills. Ability to document at a high level a Process Review and/or Process Map and 3-5 years of project management experience.
Understands Personas of CFO, CPO, CCO and CMO.
Bachelor’s degree and 5+ years of sales/sales support/client service/account management experience.
Master’s Degree, Six Sigma or Project Management Certification(s) preferred.
