• Customer Success Manager

Industry IT
Location Gujarat Ahmedabad
Experience Range 6 - 9 Years
Qualification Any Graduate
Open

Job Description
About Us
GIPFEL HR solutions is a Staffing and Consulting firm with a PAN India presence. We partner with many of the leading employers across the country. Promptness with quality is our motto and we are proud to state that we are the preferred vendors for some of top IT companies of India and our client values our feedback. For more on us please do visit - https://www.gipfelhr.com/
About Company
Our Client empower businesses to accelerate their growth with their customized and innovative digital solutions. Their value lies in their approach – personalized, strategic, targeted and results-driven.
Roles and Responsibility
This position is responsible for managing and working directly with designated accounts, providing personalized service to effectively become an extension of their tax and technical teams. Act as the primary point of technical contact, coordinating with Support, Professional Services, Sales, Product Management, Development and Research teams to effectively manage the technical customer relationship. Ensure customers achieve the most value from their Vertex solutions as their needs evolve, proactively working with customers to identify opportunities, potential issues and other areas that are important to ensure success. Engage with customers to accelerate adoption of features, increase and sustain product usage and facilitate a positive feedback loop between Vertex and the customer to meet their future needs.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
• Identifies and investigates client issues and circumstances, and provides recommendations, alternatives, risks and benefits. Identify and engage Vertex SME’s when applicable.
• Collaborates with the Vertex Solution Owners, Global Account Executives, the Center of Excellence (COE) and others to determine software and solution offerings to maximize revenue within a business channel.
• Identifies best practices for customers and proactively engage clients to ensure success.
• Provides on going analysis and feedback to ensure best practices are being followed by Vertex
• Support and any necessary change is made in processes, systems, tools, etc.
• Works with other Vertex teams to provide smooth transition of support after implementation and go-live
• Serves as the primary liaison between the Vertex Support and the client. Act as a point of escalation to ensure client satisfaction.
• Develops and successfully implements best practice solution methodology and trains others on these methods.
• Ensure designated accounts are successful, satisfied, referenceable, and renew in out years by leveraging O series technical, product, and customer experiences to proactively engage assigned customer account technical and management contacts to facilitate the planning implementation of their Vertex solution.
• Ensure customers are informed and engaged by providing periodic status reports of their known issues and proactively notifying represented customers of potential issues that might impact their implementation. Periodically conduct two site visits per year depending on customer position in deployment phase.
• Ensure customer intellectual product capital is captured and represented by interacting with key internal stakeholders involved with Vertex product decision making process including business strategy team members, commercial program management team members, IMC, CRD, and support management, and Vertex Consulting Practice stakeholders.
• Leverage the use of internal tools such as Oracle to capture customer engagement information.
• Engage internal stakeholders to achieve desired results with represented customers. Routing routine issues to the appropriate group in Vertex to best handle the issue using designated channels and tools.
• Balance Vertex and departmental goals with customer goals by establishing realistic customer expectations aligned with Vertex business strategies.
• Negotiate reasonable win-win solutions to complex technical problems.
• Work with Technical Account Manager team to assist with and train on complex accounts.
• Enhance job knowledge by attending formal Vertex product training, attending external skill specific training, attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Occasional travel required.
• Lead or participate in other projects or duties as assigned.

This position is responsible for managing and working directly with designated accounts, providing personalized service to effectively become an extension of their tax and technical teams. Act as the primary point of technical contact, coordinating with Support, Professional Services, Sales, Product Management, Development and Research teams to effectively manage the technical customer relationship. Ensure customers achieve the most value from their Vertex solutions as their needs evolve, proactively working with customers to identify opportunities, potential issues and other areas that are important to ensure success. Engage with customers to accelerate adoption of features, increase and sustain product usage and facilitate a positive feedback loop between Vertex and the customer to meet their future needs.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
• Identifies and investigates client issues and circumstances, and provides recommendations, alternatives, risks and benefits. Identify and engage Vertex SME’s when applicable.
• Collaborates with the Vertex Solution Owners, Global Account Executives, the Center of Excellence (COE) and others to determine software and solution offerings to maximize revenue within a business channel.
• Identifies best practices for customers and proactively engage clients to ensure success.
• Provides on going analysis and feedback to ensure best practices are being followed by Vertex
• Support and any necessary change is made in processes, systems, tools, etc.
• Works with other Vertex teams to provide smooth transition of support after implementation and go-live
• Serves as the primary liaison between the Vertex Support and the client. Act as a point of escalation to ensure client satisfaction.
• Develops and successfully implements best practice solution methodology and trains others on these methods.
• Ensure designated accounts are successful, satisfied, referenceable, and renew in out years by leveraging O series technical, product, and customer experiences to proactively engage assigned customer account technical and management contacts to facilitate the planning implementation of their Vertex solution.
• Ensure customers are informed and engaged by providing periodic status reports of their known issues and proactively notifying represented customers of potential issues that might impact their implementation. Periodically conduct two site visits per year depending on customer position in deployment phase.
• Ensure customer intellectual product capital is captured and represented by interacting with key internal stakeholders involved with Vertex product decision making process including business strategy team members, commercial program management team members, IMC, CRD, and support management, and Vertex Consulting Practice stakeholders.
• Leverage the use of internal tools such as Oracle to capture customer engagement information.
• Engage internal stakeholders to achieve desired results with represented customers. Routing routine issues to the appropriate group in Vertex to best handle the issue using designated channels and tools.
• Balance Vertex and departmental goals with customer goals by establishing realistic customer expectations aligned with Vertex business strategies.
• Negotiate reasonable win-win solutions to complex technical problems.
• Work with Technical Account Manager team to assist with and train on complex accounts.
• Enhance job knowledge by attending formal Vertex product training, attending external skill specific training, attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Occasional travel required.
• Lead or participate in other projects or duties as assigned.

SUPERVISORY RESPONSIBILITIES:
• Determine appropriate resourcing of staff in order to achieve goals and objectives.
• Define annual Key Performance Indicators aligned with corporate goals.
• Manage and mentor employees on performance gaps, career development opportunities, and strategies.
• Manage and coach employees on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.
• Recognize others’ contributions and share credit for success.
• Own attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.
• Prepare and manage budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

KNOWLEDGE, SKILLS AND ABILITIES:
• Strong technical applications and business management skills.
• Working knowledge of Vertex Tax Products software operation.
• Strong knowledge of automated transactional tax systems architecture concepts.
• Technical knowledge of operating systems, computing hardware and databases, i.e., Linux, Java, XML, SQL, etc.
• Familiarity with information technology practices, and ERP systems deployment such as Oracle and SAP.
• Demonstrated business acumen.
• Excellent conflict management and demonstrated negotiating skills.
• Technical Applications and business management skills.
• Ability to apply broad expertise or knowledge to contribute to development of company objectives and principles to resolve complex issues in creative ways.
• Ability to work with minimal supervision. Wide latitude for decision making.
• Ability to listen and understand information and communicate the same.
• Must possess good organizational skills.
• Must be results oriented, customer focused, and exhibit good interpersonal skills.
• Proficiency in Microsoft office packages.
• Sufficient knowledge of business communications, including telephone, voicemail, and e-mail and operations of office machines, such as photocopier, scanner, and fax    
Desired candidate
• Bachelor's Degree required.
• Seven (7) plus years of experience in applications support, solution support, operation (e.g. testing or development), or implementation experience with three (3) years plus of leadership experience.
• Three (3) plus years of experience with Vertex software or equivalent tax software