Customer Service Manager - Noida (WFO)
- TO THE NEW
- 11 - 16 years
- Noida, Gurugram
- 7 months ago
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Job Description
Responsibilities
- Own strategic customer relationship with high value accounts, ensuring continuous engagement, statisfaction & retention.
- Lead high-impact QBRs/MBRs with executive stakeholders, showcasing delivered value and cost optimization impact.
- Lead renewal conversations and contract discussions, working cross-functionally to propose pricing models, discount structures, or account transitions as needed.
- Liaise with AWS account teams for escalations, commercial adjustments (e.g., RI conversions, refund cases), and joint go-to-market opportunities.
- Mentor Leads and Associate Leads, helping them grow into strategic roles while setting the standard for customer engagement quality and process excellence.
- Act as a process anchor, contributing to the creation of QBR templates, onboarding frameworks, anomaly management SOPs, and strategic account playbooks.
- Collaborate with the marketing and product teams to ensure customer voices are showcased appropriately.
- Lead discussions around custom reporting requirements for strategic accounts, including multi-account views, tagging-based breakdowns, and business-specific formats.
Qualifications and Skills:
- 11+ years of experience in customer service, account management (or) cloud consulting. Experience working in a cloud consulting, AWS partner, or MSP is a plus.
- Strong stakeholder management and communication.
- Comfortable with ambiguity, works across functions seamlessly.
- Excellent communication, presentation, and relationship-building skills.
- Ability to analyze customer needs, develop strategies, and drive outcomes.
- Strong problem-solving skills with a proactive and customer-first mindset.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: TO THE NEWLocation(s): Noida, Gurugram
Keyskills: Client Service Management Customer Service Management Customer Relationship Customer Service Customer Experience Customer Satisfaction Customer Retention CSM Customer Management
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TO THE NEW
TO THE NEW is a digital technology company providing digital transformation and product engineering services to ISVs, Consumer Internet, and large enterprises across the globe. We design & build digital platforms and products with Cloud and Data at the focal point by working on cutting-edge tech...
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