Customer Success Manager – Avertra

Job Description

Our Mission is to Simplify Life. We are looking to Simplify and automate complex decision-making for customer centric industries, like Utilities, Financial Services, Logistics, and commerce, that drive the world’s economies and you have the chance to join the revolution. We are trying to solve huge challenges in today’s enterprise that are directly impacting the employee and customer experience.

What can we promise you:

•   You’ll join a global family of awesome, passionate people that are working together to build a sustainable, scalable ecosystem committed to use logic to create a better experience.
•   We want you to help us become better. You will be empowered to drive change and innovate.
•   That we will invest in you. We will give you the opportunity to master

Job Summary

As a Customer Success Manager at Avertra, your primary focus will be on fostering and maintaining strong relationships with our Avertra MENA customer base. You will play a pivotal role in ensuring client satisfaction by collaborating with Low-Code, SAP, and MiCustomer leaders to align client needs with our offerings efficiently. Your responsibilities extend to developing and implementing account growth strategies, acting as the primary point of escalation for client issues, and coordinating with project leaders to overcome internal obstacles for project continuity.

You will engage with clients to craft multi-year strategies and roadmaps, ensuring alignment with their evolving needs. Additionally, you will act as a thought leader, motivating and guiding internal teams towards excellence and innovation.

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.

Job Details

Preferred Candidate