Client Success Manager

Job Description:

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC account teams advise, create, orchestrate and drive value for customers by bringing the best of DXC to our customers. Customers ask us to help them solve their most critical technology needs and we proactively share relevant ideas, insights and experience to create a plan for addressing those needs.

About this role

The Client Success Manager is a direct client contact position responsible for leading delivery of all high value and in- scope contracted services across all involved service delivery towers ensuring that performance goals and cost commitments are met. The CSM works with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class TCE and Quality. The CSM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation optimization while managing scope, resources, cost of delivery and coordination. The CSM understands the client at the local, country, region and WW level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities. The CSM owns the cost expense within the account and actively seeks opportunities to drive down the cost of delivery. The CSM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the POR financial model and is the principal contact for all service operational and tactical issues for the client and the company delivery organizations. The CSM develops and nurtures an excellent client relationship at the executive level along with supporting the Client Manager in establishing the customer as a Reference Account and supporting growth opportunities.

Client Success Managers ensure client satisfaction, retention and long-term success with DXC. They focus on proactive problem-solving, client advocacy and maximizing the value our clients receive from DXC services.

Responsibilities:

Act as a bridge between the Client and DXC, helping both achieve their goals.

• CSMs build strong relationships with clients, understanding their needs and goals.
• Guide clients through the onboarding process, ensuring successful product adoption.
• CSMs proactively address all client issues, provide solutions, and offer strategic advice, regardless of service / product.
• They focus on Client retention, renewals, and identifying upsell opportunities.
• CSMs advocate for Clients within the company, ensuring their voice is heard.
• Monitor and ensure adherence to contractual terms, including service-level agreements (SLAs) and deliverables.
• CSMs take a holistic approach to client care and collaborate with stakeholders across DXC to resolve issues or offer solutions.
• Protect existing revenue and drive revenue growth.
• Client Intimacy (NPS / CSAT)
• Renewal Rate
• Revenue & AOP to Plan
• Deliver to Plan of Record (POR)
• Expansion Revenue
• Forecasting Accuracy
• Client Churn Rate
• Monthly Recurring Revenue
• Employee engagement

• Develops and nurtures senior mgmt or executive-level relationships with the customer.
• Owns customer operational relationship: develops & nurtures excellent customer satisfaction.
• Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.
• Develops strategies and processes with the customer in areas such as performance metrics and measures, escalation change management, and communication.
• Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.
• Owns expense/cost target commitments for all service delivery requirements, developing, implementing & monitoring expense controls.
• Ability to effectively and proactively manage risk for high to very high-risk projects.
• Hires leads and provides technical and managerial leadership to cross-functional teams, including 3rd party vendors, to ensure performance goals are met for all in-scope services across all towers: identifying & analyzing gaps to develop & implement corrective action plans.
• Develops & leads AST & all delivery organizations to timely, cost-effective delivery of SLA requirements, identifying & recommending optimization while managing scope, resources & coordination.
• Develops & manages account service delivery plan.
• Contributes to strategic account plan.
• Negotiates with and manages 3rd party vendors contributing to contractual requirements.
• Develops solutions and participates in presales & change order negotiations, representing & approving delivery capability & cost solutions.
• Identifies incremental revenue opportunities and supports pursuit activities.
• Assures compliance with the company and customer's HR, PR, legal, financial, ethics and government-related policies, strategies, and processes.
• Contributes to the organization's strategic business plan to drive the company's goals and initiatives.
• Identifies cross-business unit optimization opportunities and drives improvement efforts.
• Develops and drives knowledge management strategies to drive organizational maturity.
• Contribute to developing and implementing ADM methodology and tools to support the customer engagement model.

Education and Experience Required:

First Level University Degree or equivalent combination of education and experience.

• 8 - 15 years of overall related experience and at least 5 in a similar role.
• Multi-cultural and Mexico region experience.

Knowledge and Skills:

• Ability to build & manage strong customer relationships at the executive level.
• Excellent influence & negotiation skills.
• Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
• Applies appropriate technical knowledge and methods to resolve very complex business issues. Leadership ability to build & manage a cross-cultural, cross-tower, cross-business team for effective & efficient customer support.
• Ability to manage risk proactively & effectively on high to very high-risk projects.
• Coaches & mentors experts & specialist ADM Develops & consistently applies Quality & Continuous Improvement Plans.
• Ability to develop & present high-impact messages to executive-level management.
• Excellent communication skills: verbal, written & presentation, capable of representing the company at external customer & industry events.
• Industry sector knowledge (finance, manufacturing, etc.).
• Crisis & conflict management.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.