Global Head -Client Success Manager

Industry - Offshore Outsourcing
Level - Senior
  • Sales
  • Marketing
  • CRM
Employment - Full time
Work Model - Hybrid

Client - Inscale Portugal

INSCALE is a European offshore development company with offices based in Denmark, Malaysia, Portugal, Ukraine and Macedonia. We establish permanent development teams for European and Australian companies with ongoing development of software applications. Each team works as an integrated part of the customer's organization. We offer our employees an opportunity to work on exciting projects and learn the western development procedures and culture.
We have an informal management style where you will have autonomy and responsibility allowing you to develop your skills and grow your value as an IT professional.
We greatly value what our employees contribute to INSCALE, and always strive to reward our employees with challenging work and competitive environment. We are more than 500 employees representing numerous nationalities, which makes our work environment internationally oriented, diverse and encourages collaboration internally and regionally.
For more information, see https://www.inscale.net/

Highlights

WE ARE LOOKING FOR GLOBAL HEAD - Client Success Manager- We are looking for a dedicated and personable Client Success Manager to build long-term, strategic partnerships and maintain Client accounts and serve as our main point of contact during and after the sales. This role requires a range of skills from growing sales, nurturing relationships to strategic planning and cross-functional leadership, then this opportunity is for you.

Lisbon, Portugal

Responsibilities

At INSCALE, client relationships are our top priority. We are looking for a dedicated and personable Client Success Manager to build long-term, strategic partnerships and maintain Client accounts and serve as our main point of contact during and after the sales. This role requires a range of skills from growing sales, nurturing relationships to strategic planning and cross-functional leadership.
We are seeking an experienced Client Success Manager to join our dynamic team and elevate client satisfaction by driving upsell and cross-sell initiatives for our Business Models. As Global Head of Customer Success Manager you will be supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself. Build from scratch including cross departmental process within INSCALE. This role reports to the CCO.
Client Relationship Management:
  • Cultivate and maintain strong relationships with client’s decision makers, serving as the primary point of contact.
  • Serve as the main point of contact in post-delivery, in all matters related to client’s continued commercial aspects growth and needs.
  • Build and strengthen client relationships to achieve continuous and long-term partnerships.
  • Maintain accurate client communication records, keeping track of invoices, any contract updates, and renewals.
  • Manage and own the Contract draft and review, going to the right stakeholders and legal team.
Upsell and Cross-Sell:
  • Identify opportunities for upselling and cross selling the INSCALE’s products, Managed Services, TaaS or other future solutions to existing clients.
  • Collaborate with sales and delivery teams to tailor offerings to client requirements.
Client Satisfaction:
  • Monitor and measure client satisfaction through regular feedback sessions and performance reviews.
  • Implement strategies to enhance client experience and address areas for improvement.
Strategic Account Planning:
  • Develop and execute strategic account plans to maximize client value and achieve revenue targets.
  • Align service offerings with client business objectives to drive long-term partnerships.
  • Work with Sales to develop a thorough understanding of our products and service offerings to better upsell and cross-sell to Clients.
  • Work with TA to understand the Hiring process and talent landscape to provide the initial consulting to the Clients.
Communication and Collaboration:
  • Facilitate clear communication between clients and internal teams to ensure seamless service delivery.
  • Collaborate with cross-functional teams to address client needs and resolve issues promptly.
  • Work with Sales, TA and other internal teams to develop strategic client management plans and ensure KPIs are being met.
  • Must be comfortable in addressing C-suite executives, HR or Hiring Managers, as well as internal coordination between TA and Sales.

Qualifications

  • Proven work experience as a Customer Success Manager or similar role
  • Coordinate inquiries and requests from customers and address their needs
  • Great negotiation skills
  • Knowledge and experience in customer success processes
  • Experience in optimizing existing processes within the company and actively enhancing all Customer Success initiatives
  • Exceptional ability to communicate and foster positive business relationships
  • Accountability and personal organization are essential
  • Experience in managing a diverse group and training each according to company standards
  • Self-starter who can work autonomously and has the ability to build rapport and create strong, long lasting professional relationships
  • Team player with 5-star interpersonal skills who thrives in a diverse environment
  • Ability to adapt and apply rapidly changing technology to business needs
  • Ability to solve complex issues quickly and creatively
  • Current CRM Tools: Pipedrive we are going to change it

Education

Bachelor’s degree in business, Marketing, IT or relevant years of experience in required skills

Travelling

  • Travel to other INSCALE locations depend on project requirement and Client meetings – different ODC and clients

Remarks

All successful applicants will receive an official invite within 2 weeks of your application to discuss the next steps in the Job Application.
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