Customer Success Manager

Job Responsibilities

• Client Relationship Management: Nurture and maintain strong relationships with our Avertra MENA customer base, ensuring their happiness and satisfaction with our work.

• Technical Collaboration: Work in tandem with low-code, SAP, and MiCustomer leaders to gain a comprehensive understanding of our offerings. This will enable the mapping of client needs to our capabilities more efficiently.

• SAP ByDesign Utilization: Collaborate with the SAP ByDesign track lead to ensure a smooth and complete lifecycle for our client solutions.

• Account Growth Strategy: Develop and implement strategies to foster account growth and expansion.

• Client Escalation Point: Act as the primary point of escalation for any client issues, ensuring swift resolution and minimal disruption.

• Team Coordination: Work alongside project leaders to overcome internal obstacles, such as resource availability, ensuring project continuity.

• Delivery and Governance: Collaborate closely with delivery and governance teams to guarantee on-time fulfillment of our commitments at the portfolio level.

• Client Roadmapping: Work alongside clients to craft multi-year strategies and roadmaps.

• Financial Oversight: Ensure timely invoicing and collections, safeguarding Avertra's financial health.

• Team Leadership: Act as a thought leader, motivating and guiding our internal teams towards excellence and innovation.

• Contract Compliance: Maintain an in-depth understanding of each account's Statement of Work (SOW) to ascertain 100% compliance with client agreements.

• Risk Mitigation: Engage with other Avertra towers to ensure seamless alignment across projects and minimize potential risks.

• Sales Support: Assist the sales teams in pre-sales activities, ensuring client requirements are met efficiently.

• New Account Onboarding: Participate in the creation process of SOWs for new accounts, emphasizing compliance, governance, and a clear understanding of commitments.

• Quarterly Account Plans: Review and update account plans on a quarterly basis to ensure alignment with company goals and client needs.