MPS Hiring for Success Manager/ Service Account Manager at Noida Full Time

This is a newly created role in HighWire (MPS) sitting within the Account Management group. The purpose of the role is to cover the day-to-day management of the assigned accounts with revenue growth, cross and up sell, commercials, coordinating work or Support Functions including installation, training, user support, on-going development, and maintenance.

Supporting the Strategic Account Directors to ensure clients are receiving great customer service, are aware of all HighWires products and offerings and exploring opportunities for retention, growth, or enhancements.

Roles and Responsibilities

• Responds to service and product related questions.
• Manages issues and escalations from Client Account Director.
• Issues related to overall account and products & services
• Coordinate internal staff to develop appropriate resolutions
• Escalates to Strategic Account Director when needed
• Identifies/escalates upsell opportunities to Strategic Account Director
• Participate in formal account reviews.
• Administers product training in conjunction with the product management team (when appropriate).
• Identifies product development opportunities.
• Maintain Salesforce ensuring that it is up-to-date and accurately reflects the current state of the customer, adhering to company standards and implementing new standards as required.
• Effective and strong communication to ensure customers are informed of HighWire product solutions and innovations and that the customer has the right solution to maximize their business goals.
• Connect with customers during times of change (on either side) and look for opportunities to grow or maintain the business.
• Prepare a strategic account plan for each account, identifying opportunities to strengthen, grow or lengthen the relationship.
• Be an internal advocate for all customers; highlight any internal problems; Identify opportunities to enhance our product set or service; highlight industry trends or themes that may give up a commercial advantage; Flag any signs of risk across the account.
• Identify customers with exposure to risk within their current offering and seek and appropriate upgrade path.
• Plan for and execute upgrades, renewals and RFPs drawing in the appropriate teams as needed.
• Work with and support the HighWire sales/Account management functions for conferences, events and customer initiatives.

Desired Candidate Profile

• Experience of managing, prioritizing and shaping the expectations of a complex set of internal and external stakeholders competing for time and resources.
• Experience of successfully delivering customer satisfaction, retention and expansion using metrics, analytics and use cases.
• Experience of working with peers in a matrixed organization with technical teams using leading-edge technologies and working within tight deadlines.
• Experience of interacting with customers, at both project management and executive-level, to identify organizational and stakeholder objectives and translating them into business requirements.
• Ability to communicate clearly and professionally, both in written and verbal communications, in a fast-paced business environment.
• Well-rounded skills with business and productivity software tools, such as Word processing, spreadsheet, PowerPoint, and CRM tools.
• Strong conceptual and problem-solving abilities. Strong stakeholder management and negotiation abilities.
• 10+ years in similar environment
• A BE/BTech or some equivalent academic stance from premium colleges.

Interested candidates kindly cv at anjali.tyagi@mpslimited.com

We are looking for immediate joiner only.