Customer Success Manager

Interface directly (and indirectly) with customersto develop customer intelligence and insight by capturing, assembling, and assessing customer sentiment about the Comviva solutions & services throughout the customer s journey with Comviva. Serve as a liaisonby maintaining regular and appropriate communication and cadence with customer executive teams to ensure alignment and transparency, inclusive of regular business reviews. Partner with the MU, PU, delivery, and technical support teams to ensure positive customer outcomes. Integrating and analysing disparate data sourcesto provide insights, recommendations, and business justifications. Gather, integrate, and analyse data from multiple sources and converting in a meaningful information. Focus on the voice of the customerby tracking and analysing data trends. Identify customer pain points, define, and monitor service standards, enable easy customer navigation across the organization and create new ways to enrich the customer experience. Escalation ManagementDrive and effectively setup & manage operating model for escalations, resolution, and sustenance to make sure things get done within reasonable limits. Design, orchestrate and improve customer experiencesby ensuring consistency across all channels of customer interaction. Build and run the playbook for customer success programs that focus on delivering measurable business outcomes and value. Technical capabilitiesWould be given high preference to candidate s relevant experience in development of Comviva products (software design, development, implementation, and testing of Comviva products). Ability to communicate complex technical information in clear, easy-to-understand ways, aiding swift

Comviva is changing the world through digital experiences. Our innovative portfolio of digital solutions and platforms brings greater choice, faster time to market and flexibility, to better meet the evolving needs of our customers as they drive growth, transform and bring efficiency. From maximizing customer lifetime value to enabling large-scale digital transformation, we partner globally with organizations in the communications and financial industry to solve problems fast and transform for tomorrow.