Client Success Manager (CSM)

Overview

Hybrid
Depends on Experience
Full Time
25% Travel

Skills

Account Management
Customer Satisfaction
Management
Sales
P&L management

Job Details

  • Project Description:
    DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how.
    Client Success Managers (CSMs) deliver revenue growth in one or more client accounts. They are the key representative of the Consulting & Engineering Services (CES) organization for their clients and coordinate all CES activities and personnel within their account(s). CSMs are core to the development and delivery of CES strategic objectives and financial goals.
  • Responsibilities:
    Responsible with Market partners for account planning leveraging Industry SMEs
    Responsible for the generation and management of the sub-$5M pipeline
    Responsible for contract renewal readiness & securing renewals
    Responsible for creating a revenue growth mindset in the wider CES team within the account to better identify opportunities
    Responsible for horizon scanning and x-sell of CES offerings
    Accountable for proactive opportunity creation leveraging Consulting Partners, Client Technical Leads, Industry SMEs and Sales teams
    Responsible for acting as the Voice of the Client within CES
    Responsible for understanding the relationship between the Client's externally stated goals, internal programs of work (to achieve those goals) and technology activities (to deliver those programs)
    Responsible for expanding and maintaining relationships with key client stakeholders
    Responsible for maintaining their Industry expertise, understanding the market trends, and their client's competitors' activities
    Responsible for approving sub-$5M deals
    Responsible with Market partners for accurate forecasting of revenue and margin
    Accountable for ensuring all contractual delivery obligations are met
    Responsible for leading a virtual team of consisting of all CES personnel working on their account
    Accountable for client satisfaction with delivered work
    Interlock with delivery teams to ensure margin is delivered to plan; including optimizing onshore/offshore mix, labor pyramid, & automation
    Accountable for ensuring delivery of fixed price projects to time, scope, and budget
    Responsible for driving speed of resourcing
  • Mandatory Skills Description:
    Bachelor's degree in a relevant field or equivalent combination of education and experience
    5-7 years of experience in Customer Success, Account Management, or a technical customer-facing role.
    Proficiencies in strategic planning, client relationship management, and team leadership
    Experience is interaction with C-level executives. Senior Director and Directions.
    Experience in Client Stakeholder Management, Account Management, Delivery, and Program Management
    Continuous learner that stays abreast with industry knowledge and technology
    Ability to operate independently while aligning with broader company objectives.
    Exceptional communication and interpersonal skills capable of translating customer insights into impactful action.
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About DXC Technology Services LLC