About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
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Summary Description
A Customer Success Manager will lead the rollout efforts on the field for a successfull implementation of E2E Fresh at various customer locations. He/She should be able to support initial onboarding of users to the platform, train users for product and process adoption, co-ordinate user education, embedment, value realisation and identifies opportunities for account growth.
Location: Auckland, New Zealand
RESPONSIBILITIES
Scope/Focus
Focus is on implementation of E2E Fresh product at customer location and scope is to effectively coordinate the adoption/onboarding of users.
Key Responsibilities :
Establish clear client retention goals
Assist customers with setting up and navigating product
Promote the value of the product
Upsell services and products
Promote value through customer experience
Assist in training and ongoing user education
Review customer complaints and concerns and seek to improve the customer experience
Job Complexity
Working with customers with very limited knowledge on software products and its usage.
Working with customers from varied cultural & economic background
Co-ordination between customers, hardware technicians, technical support etc.
Travel to multiple locations within the assigned region to support parallel implementations
Change management at customer location
SKILLS/ BUSINESS ACUMEN - Education and Experience
Proven work experience of 8 - 10 years as a Customer Success Manager or similar role
Experience working with brand image and promoting value through customer experience
Exceptional ability to communicate and foster positive business relationships
SQL knowledge to verify device performance and troubleshooting in BRIX
Technical skills required, as they relate to the use of the product or service
Accountability and personal organization are essential
Experience in managing a diverse group and training each according to company standards
A Bachelors/Masters degree in any discipline
Knowledge on logitics industry is preferred
Good Communication skills
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.