Client Success Lead – Remote

About the Job:

  • Ensure delivery of the contracted services/solutions to a client and communicate client needs to account teams 
  • Be the client advocate and ensure problem resolution and escalation management in close cooperation with the delivery organization.
  • Have joint responsibility for the account operating plan with Client Partner 
  • Responsible for add-on growth; drive up-sell 
  • Support growth from other channels for cross-sell
  • Operate within defined cost structure
  • Implement service improvements, productivity
Skills:
  • Client engagement: Builds and manages long-term client relationships to solve the client’s delivery problems and acts as a trusted advisor
  • Industry knowledge: Ability to understand trends in the market and client’s strategic direction 
  • Portfolio knowledge: Ability to understand AgileThought’ s portfolio of services and solutions
  • Partner management: Ability to leverage and explore wider partnerships to drive growth and create value for clients
  • Prospecting and qualifying leads: Focused on renewing existing business, run rate add-on, upsell and cross-sell
  • Account plan: Ability to align productivity and cost optimization plans with business requirements, and communicate to the client as required
  • Leadership: Ability to lead and manage the expectations of the delivery team, including transparent communication with the account
  • Financial Management / Operations – coordinate and manage the revenue, invoicing and billing for services delivery
Results:
  • Achieve KPI targets
  • Achieve cost budget of the Account Operating Profit (AOP) 
  • Achieve CSAT score for programs delivered (CSAT) 
  • Achieve contractual deliverables
  • Drive conversion of backlog projects to sold engagements
  • Owns revenue management, invoicing, and billing for the account
  • Staffing fulfilment – right capacity with right skill set

Skill Set

  • Agility: Respond appropriately to the  client’s changing needs through resource mobilization and/or  reconfiguration at the account level
  • Digital Mindset: Understand technology trends and adapt them to meet client needs and business goals, Digital Learner, Innovator, Champion
  • Growth Oriented: Proactively work growth opportunities to Service, Shape or Generate demand. For expand or cross sell partner with the account client partner or client executive
  • Ownership: Take ownership in achieving service delivery and take the lead in developing proposals and solutions to enable the client to reduce risk, modernize and transform IT
  • Collaboration: Perform as a united delivery  organization for the client and balance their priorities with the full global AgileThought organization
  • Leadership: Take a strong position and make clear decisions; communicate how decisions and actions fit into the bigger picture of delivery-led growth
Position Information
Country USA
Location Remote
Job Type Full-time