Customer Service Specialist

Role Summary

The Customer Success Executive is responsible for managing customer relationships, ensuring successful project delivery, and driving customer satisfaction across Professional Services and Managed Services engagements. The role requires close collaboration with Customers, Sales, PMO, Delivery, Finance, and Leadership to ensure projects are delivered within scope, budget, and timelines while identifying opportunities for business growth.

The ideal candidate should possess strong experience in Customer Success, Account Management, Project Coordination, and Service Delivery with exposure to enterprise platforms such as ServiceNow, SAP, Salesforce, or similar Digital Transformation solutions. The candidate should be capable of understanding customer business requirements, managing project governance, preparing business documentation (BRD, SOW, Scope Documents), and supporting revenue growth through renewals and expansion opportunities.

Key Responsibilities

Customer Success & Account Management

• Own and manage assigned enterprise customer accounts throughout the customer lifecycle.
• Build trusted relationships with customer stakeholders and act as the primary point of contact for service delivery.
• Conduct regular governance meetings, Quarterly Business Reviews (QBRs), and executive review meetings.
• Drive customer satisfaction, adoption, retention, and long-term success.
• Proactively identify customer risks and develop mitigation plans.
• Ensure customer expectations are managed effectively throughout project execution.

Professional Services & Project Governance

• Coordinate with Project Managers, Solution Architects, and Delivery Teams to ensure successful project execution.
• Monitor project milestones, timelines, budgets, and deliverables.
• Track project risks, dependencies, and escalations.
• Ensure adherence to project governance standards and delivery processes.
• Maintain project documentation and implementation records.
• Support project closure activities and customer sign-offs.

Business Documentation

• Gather customer business requirements through workshops and stakeholder discussions.
• Prepare and review Business Requirement Documents (BRD).
• Develop Statements of Work (SOW) aligned with customer requirements.
• Create Scope Documents, Functional Requirement Documents (FRD), and project documentation.
• Manage scope changes and coordinate change requests with customers and internal teams.
• Ensure complete documentation throughout the project lifecycle.

Managed Services

• Own service delivery for managed service customers.
• Monitor SLA, KPI, and operational performance.
• Review incidents, service requests, problem management, and change management activities.
• Conduct Monthly Service Reviews (MSR) and operational governance meetings.
• Coordinate with support teams to ensure timely issue resolution.
• Drive continuous service improvement initiatives.

Operational Governance

• Monitor resource utilization, capacity planning, and consultant allocations.
• Review consultant timesheets and billing readiness.
• Validate project financial data before invoicing.
• Prepare weekly and monthly operational dashboards.
• Maintain project health reports and executive status reports.
• Ensure compliance with organizational delivery standards.

Revenue Growth & Business Expansion

• Identify opportunities for upselling, cross-selling, and additional professional services.
• Collaborate with Sales and Pre-Sales teams on customer expansion opportunities.
• Support contract renewals and license renewals.
• Identify change requests that generate additional revenue.
• Assist in effort estimation, commercial discussions, and proposal preparation.
• Contribute towards achieving customer retention and revenue growth targets.

Customer Communication & Stakeholder Management

• Manage communication with business stakeholders, technical teams, and executive leadership.
• Facilitate requirement gathering sessions and solution discussions.
• Present project updates, risks, and recommendations to customers.
• Handle customer escalations professionally and ensure timely resolution.
• Build long-term strategic customer relationships.

Continuous Improvement

• Stay updated on ServiceNow capabilities, ITSM best practices, and enterprise digital transformation trends.
• Recommend process improvements to enhance customer experience.
• Participate in internal knowledge-sharing initiatives.
• Mentor junior Customer Success Associates where required.

Educational Qualification

Candidates must possess any one of the following:

• Master of Computer Applications (MCA)
• Master of Business Administration (MBA) – Marketing, Operations, Systems, IT, or related specialization

Experience

• 3–6 Years of experience in Customer Success, Account Management, Professional Services, Project Coordination, or Managed Services.
• Experience working with enterprise customers is preferred.
• Exposure to ServiceNow, SAP, Salesforce, Freshworks, Zoho, or similar enterprise SaaS platforms is an added advantage.

Required Skills

• Strong experience in Customer Success and Account Management.
• Experience preparing Business Requirement Documents (BRD).
• Experience creating and reviewing Statement of Work (SOW).
• Strong understanding of Project Scope Documentation and Change Management.
• Knowledge of Professional Services and Managed Services delivery.
• Understanding of ITSM concepts and ITIL framework.
• Experience in project coordination and governance.
• Excellent stakeholder management and communication skills.
• Strong analytical and problem-solving abilities.
• Good understanding of project financials, billing readiness, and resource utilization.
• Experience using Microsoft Excel, PowerPoint, Word, and project tracking tools.
• Ability to manage multiple customer engagements simultaneously.

Preferred Knowledge

• ServiceNow Platform
• ITIL Foundation Concepts
• Project Management Methodologies (Agile / Waterfall)
• Customer Success Frameworks
• SLA & KPI Management
• Revenue Forecasting and Customer Renewals
• Risk & Issue Management

Personal Attributes

• Customer-first mindset.
• Strong ownership and accountability.
• Business-oriented and revenue-focused approach.
• Excellent documentation and organizational skills.
• Ability to influence stakeholders across business and technical teams.
• High attention to detail.
• Professional, ethical, and collaborative work style.
• Ability to thrive in a fast-paced consulting environment.