Customer Success Manager, India
Viamo
- Lucknow, Uttar Pradesh New Delhi
- Permanent
- Full-time
- Train and support reseller delivery teams to successfully execute signed contracts to the delight of the government clients
- Coordinate with Viamo's central Delivery team to develop, implement, and continually refine SOPs and quality control measures for the reseller delivery teams.
- Collaborate with the resellers to understand customer requirements and provide support, pre-sales and post-sales delivery.
- Contribute to delivery presentations to various government accounts.
- Support and execute account-wise relationship management by visiting government clients in person along with resellers.
- Identify weaknesses and develop improvement plans.
- Responsible for order fulfillment, e.g., open payments/project delivery by coordinating with Delivery and Finance teams internally, through resellers' teams.
- Engage closely with key customer contacts
- Identify expansion opportunities and partner with the Sales team to successfully seize these opportunities.
- Frequent travel to visit reseller teams and government clients
- Reseller payout management related to delivery.
- Government liaisoning in the assigned territory.
- Revenue: Manage the entire lifecycle of project delivery to ensure timely delivery, leading to invoicing as per contract and payments.
- Reports to Country Director, India.
- Location - New Delhi / Lucknow
- Experience of 5+ years in managing resellers/channel partners in the B2B segment with a special focus on government accounts.
- Proven sales/project delivery success, with a history of managing mid/large-sized project delivery.
- Proven partnership-building skills, with a history of success in government verticals - State and/or Central government in India.
- Entrepreneurial mindset and proven experience in co-developing ideas with partners.
- Leadership skills, including intercultural sensitivity and a passion for unleashing the potential of resellers.
- Demonstrated self-management, skills, adaptability and resourcefulness
- Excellent written and oral communication skills in Hindi and English; strong influencing and negotiation skills.
- Experience in selling/ delivery of digital products/understanding of IVR and related technologies such as voice.
- Knowledge of a few/any regional languages of India like Marathi/Gujarati/ Hindi dialects.
- History of success and active networks in government verticals
- Knowledge of Government tendering processes/ e tenders.
- Exposure to CRM tools like Hubspot / SalesForce.