Job Description :
Customer Success Manager (CSM)
Customer Success Manager leading strategic projects planning and implementation, from RFx phase to Final acceptance (ATP), is the linchpin of the post-sales customer relationship, ensuring the highest Customer satisfaction with maximum commercial achievements to Allot while at the same time acts as a strategic partner who guides clients after a sale to ensure they achieve their business goals, realize maximum value from a product or service, remain loyal to the company and expand their investment over time.
Business Focus Areas
- Successful Project Implementation and revenue recognition
- Adoption
- Retention
- Maintenance Renewals
- Customer value realization
Description
- Planning and leading all project life cycle stages
- Responsible for the Project risk analysis and mitigation plan
- Acting as the Focal Point of Contact for the companies various departments for all project issues
- Coordinate and lead project related meetings – Internal and Customer facing
- Work closely with the various Account and Sales teams, supporting main business processes
- leading the project delivery to successful customer acceptance (ATP)
- Responsible for a smooth transition / hand over to the Post-Sale group within Customer Support department
Key Responsibilities and Skill Definition
- Drive product adoption and usage across customer organizations
- Identify renewal risks and develop mitigation plans
- Support expansion opportunities and sales in partnership with Sales
- Renewal rate
- Act as the voice of the customer within the company
- Understand customer business objectives and success criteria
- Monitor customer health
- Data analysis and reporting
- Lead onboarding, project delivery success planning, and regular operations reviews
- Build trusted relationships with customer stakeholders
- Coordinate internal teams (Support, Product Management, Operations, Engineering) to resolve product issues and drive customer health, satisfaction, and value realization
- Revenue assurance
- Problem-solving and stakeholder management
- Customer relationship Management
- Project/Program management from Purchase Order to Final Execution
Requirements :
- Technical educational background MUST, technical degree in Engineering or Computer Science desirable
- Experience of 10+ years in Large/ medium Project Management and Customer Success Management being accountable for customer health and revenue realization, bid management, direct work with customers in the Telecom sector MUST
- Strong background in Service Provider & Mobile Operator environments and needs MUST
- Strong presentation skills and customer relations
- Proven experience working in a Matrix organizational structure
- Excellent communication and personal relationship skills
- PMP/PMI or equivalent an advantage
- MBA or equivalent is highly desirable
