Customer Success Manager, India

Customer Success Manager, IndiaAbout Viamo

Mobile technology is revolutionizing how organizations engage with the people they serve. More than 96% of the world’s population has access to a mobile phone, meaning it is now possible to reach nearly every single person on the planet. Yet 3 billion people living in emerging markets still lack access to relevant, timely, and engaging information in their local languages, and their voices remain underheard. The organizations that serve them lack the technology and capacity to reach them, and many are unaware of the power of mobile technology to meet their organizational goals.

Viamo believes that information is power. We connect individuals and organizations using digital technology to make better decisions. Viamo is the #1 Digital Platform connecting these organizations to the Next Billion users who don't have access to the internet and we are well on our way to meeting our goal of reaching 100 million people annually.

About the role

You will be part of our Delivery team in India and a passionate ambassador within the Digital for Development movement. Your role is to expand, develop, service, and grow the relationships with resellers and government accounts in your territory. This role includes overseeing the delivery of the signed projects via the resellers' delivery teams. You will apply account-level strategies and train the reseller’s delivery team on Viamo's standard operating procedures (SOPs) related to delivery, with quality control support from Viamo's central Delivery team. The Customer Success Manager contributes to the revenue growth of the region and manages the reseller’s delivery team and related projects. Read more about Viamo’s suite of solutions here.

Key Responsibilities

Grow Viamo's business through the management of supervised resellers. This includes: 

• Train and support reseller delivery teams to successfully execute signed contracts to the delight of the government clients
• Coordinate with Viamo's central Delivery team to develop, implement, and continually refine SOPs and quality control measures for the reseller delivery teams.
• Collaborate with the resellers to understand customer requirements and provide support, pre-sales and post-sales delivery.
• Contribute to delivery presentations to various government accounts.
• Support and execute account-wise relationship management by visiting government clients in person along with resellers.
• Identify weaknesses and develop improvement plans.
• Responsible for order fulfillment, e.g., open payments/project delivery by coordinating with Delivery and Finance teams internally, through resellers' teams.
• Engage closely with key customer contacts
• Identify expansion opportunities and partner with the Sales team to successfully seize these opportunities.

Additional Responsibilities to help the Sales team

• Frequent travel to visit reseller teams and government clients
• Reseller payout management related to delivery.
• Government liaisoning in the assigned territory.

Key Performance Indicator

• Revenue: Manage the entire lifecycle of project delivery to ensure timely delivery, leading to invoicing as per contract and payments.

Team and Reporting Structure

• Reports to Country Director, India.
• Location - New Delhi / Lucknow

Profile

 Essential

• Experience of 5+ years in managing resellers/channel partners in the B2B segment with a special focus on government accounts.
• Proven sales/project delivery success, with a history of managing mid/large-sized project delivery.
• Proven partnership-building skills, with a history of success in government verticals - State and/or Central government in India.
• Entrepreneurial mindset and proven experience in co-developing ideas with partners. 
• Leadership skills, including intercultural sensitivity and a passion for unleashing the potential of resellers. 
• Demonstrated self-management, skills, adaptability and resourcefulness 
• Excellent written and oral communication skills in Hindi and English; strong influencing and negotiation skills.

Desirable

• Experience in selling/ delivery of digital products/understanding of IVR and related technologies such as voice.

• Knowledge of a few/any regional languages of India like Marathi/Gujarati/ Hindi dialects.
• History of success and active networks in government verticals
• Knowledge of Government tendering processes/ e tenders.
• Exposure to CRM tools like Hubspot / SalesForce.

 Viamo is an Equal Opportunity Employer. We value diversity and encourage applications from all candidates. We believe that diverse perspectives help our teams to create innovative solutions and understand our global clients' needs. In alignment with our values, we are committed to recruiting and retaining a diverse global workforce without discrimination

Apply now with a CV and a short cover letter