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Responsibilities
At Hikru, we specialize in Staff Augmentation and Managed Services, providing tailored solutions to meet our clients' unique needs.
Staff Augmentation: We help clients scale their teams by providing skilled professionals who integrate seamlessly into their organizations. Our goal is to ensure resource alignment, optimal performance, and client satisfaction.
Managed Services: We take ownership of entire projects, ensuring high-quality delivery, SLA compliance, and continuous improvement to support client goals.
Our Success Managers are instrumental in bridging these services with client expectations, fostering long-term relationships, and driving business growth. This role is pivotal to ensuring the alignment between client needs, resource performance, and operational excellence, while identifying opportunities for innovation and strategic growth.
Responsibilities:
Client Relationship Management:
* Develop and maintain long-term relationships by understanding clients' goals, needs, and challenges, and act as a trusted advisor to ensure high-quality and timely service delivery.
* Advocate for the client within the organization, ensuring their needs are effectively communicated, addressed, and integrated into service execution.
* Identify opportunities for account growth through cross-selling, upselling, and proposing new service offerings based on client needs and market trends.
* Serve as the primary point of contact for clients, conducting regular check-ins, gathering feedback, addressing concerns, and ensuring satisfaction.
* Attend regular client meetings to improve integration, observe interactions, and align with client needs, ensuring that resource performance matches client expectations.
* Promptly act on feedback, including resource replacement when necessary, and implement action plans for service improvement.
Delivery Oversight:
* Oversee resource selection, onboarding, deployment, and ensure alignment with client requirements.
* Monitor resource utilization, billability, and key metrics such as NPS, ensuring performance meets client expectations and projects exceed SLAs.
* Track operational metrics (e.g., SLA compliance, defect density) and collaborate with delivery teams to address issues, mitigate risks, and address performance escalations.
* Collaborate with delivery teams to address escalations and mitigate risks.
* Work with technical leads to ensure projects stay on scope, budget, and schedule while facilitating resource allocation across projects to balance workloads effectively.
Contract Management:
* Manage contracts, including renewals, amendments, and support contract negotiations to align client needs with resource availability and company capabilities.
Project and Team Coordination:
* Work with technical leads to keep projects on scope, budget, and schedule.
* Balance workloads by facilitating resource allocation across projects.
Strategic Account Planning & Business Development:
* Identify opportunities for service delivery improvement through automation, new technologies, and by proposing new services based on market trends and client feedback.
* Drive revenue growth by managing relationships, collaborating with sales and marketing teams, and developing proposals, presentations, and contracts for new or expanded services.
* Create and execute account plans for key clients, aligning on goals and objectives.
* Conduct strategic planning sessions to ensure alignment with clients’ long-term objectives.
Financial Oversight:
* Manage profitability, provide financial forecasts, and ensure adherence to budgets for both Staff Augmentation and Managed Services accounts.
Reporting and Analytics:
* Deliver unified reports highlighting key metrics, insights, and service delivery improvements, utilizing data to recommend adjustments for better outcomes.
Requirements
* +5 years of proven experience in client relationship management, business development, or account management.
* +3 years of experience working in companies of tech industry.
* Exceptional communication and interpersonal skills, with high-level proficiency in English.
* Strong ability to build and maintain relationships with clients, colleagues, and stakeholders.
* Ability to manage multiple priorities, projects, and client accounts simultaneously.
* Analytical skills to track metrics, manage budgets, and forecast financial outcomes.
* Problem-solving mindset with a focus on continuous improvement.
* Experience with contract negotiation and resource management.
This job post is closed.