Sr Manager - Sales- Americas

Key Responsibilities

• Own the customer contract onboarding process and drive alignment between Sales, Solutions, Program Management and key customer stakeholders
• Define Customer Engagement and governance model along with the customer
• Drive service adoption by understanding usage and establishing predictive capacity and trending
• Ensure the customer success parameters and matrix as agreed during the onboarding phase are being realized as per mutual agreement and expectation
• Develop and execute action plan based on various customer feedback including CSAT, NPS and other ways of capturing Voice of Customer
• Define a clear renewal and retention strategy for the allocated accounts and orchestrate the execution of the strategy
• Manage service Credits, handle contractual obligations, dispute resolution.

Qualifications

• Bachelor’s and/or equivalent experience
• MBA or equivalent preferred
• 7-12 years of enterprise sales or service management experience
• Extensive experience in building executive relationships with key customer stakeholders
• Finance understanding, ability to review PandL, construct and report against business cases
• Contracting knowledge, ability to read and understand terms and conditions