Job Summary
Client relationship manager role for an experienced professional responsible for overseeing complex customer service management customer lifecycle management and enterprise customer relationship platforms in a hybrid work model. The role focuses on building durable client value optimizing contract processes and driving business relationship outcomes across strategic accounts while collaborating closely with internal delivery and operations teams.
Responsibilities
- Drive end to end client relationship activities by serving as the central contact for strategic customers and ensuring an outstanding experience across all stages of the customer lifecycle management process.
- Lead discovery discussions with client stakeholders to understand business objectives and translate them into clear service expectations that guide business relationship management and operational execution.
- Coordinate the design and maintenance of customer lifecycle management workflows that improve onboarding retention and renewal processes while aligning with enterprise policies and compliance requirements.
- Manage complex customer service management cases by guiding resolution teams setting response priorities and monitoring progress to achieve consistent and measurable service quality improvements.
- Oversee configuration and usage of Psft Customer contracts functionality to ensure contract terms pricing structures and milestones are captured accurately and reflected in downstream customer service and billing activities.
- Collaborate with internal product technology and operations teams to refine customer lifecycle touchpoints and eliminate friction that negatively impacts satisfaction or long term relationship value.
- Analyze client interaction trends and service performance metrics to identify root causes of recurring issues and recommend targeted remediation plans that enhance customer experience and operational efficiency.
- Guide account planning discussions by consolidating insights from business relationship management customer lifecycle data and service performance indicators to propose practical growth and retention strategies.
- Support adoption of hybrid working practices by organizing structured communication rhythms and collaboration methods that keep distributed teams aligned on client priorities and service commitments.
- Coordinate governance reviews with clients by presenting contract status service performance risk items and improvement actions that demonstrate accountability and build long term trust.
- Utilize customer lifecycle management and customer service management platforms to document interactions track obligations and provide transparent reporting that enables data driven decisions for both clients and internal teams.
- Promote use of analytics in customer facing processes by encouraging data collection on service outcomes and collaborating with analytics teams to generate insights that support continuous improvement and societal impact through better customer services.
- Contribute to the company mission by championing ethical and sustainable client practices that foster fair treatment reliable services and positive outcomes for communities relying on the organizations products and solutions.
Qualifications
- Demonstrate extensive experience in business relationship management by effectively engaging multiple stakeholder groups and turning complex customer requirements into actionable service commitments.
- Show advanced proficiency working with Psft Customer contracts by managing detailed contract records ensuring data accuracy and aligning contract configurations with operational and financial processes.
- Apply deep expertise in customer lifecycle management systems to design and optimize journeys that cover onboarding engagement support renewal and potential churn reduction for enterprise clients.
- Exhibit strong capabilities in customer service management by orchestrating case handling escalation practices and service recovery approaches that protect customer satisfaction and brand reputation.
- Bring practical exposure to POS analytics as a beneficial domain skill by interpreting transaction patterns and customer behavior insights that inform tailored relationship strategies and service improvements.
- Maintain excellent communication and stakeholder management skills by clearly articulating expectations documenting decisions and building collaborative relationships across business and technology teams in a hybrid environment.
- Utilize solid problem solving and analytical skills to evaluate complex client issues synthesize data from multiple sources and recommend pragmatic solutions that deliver measurable business value.
- Demonstrate experience in managing senior client accounts over fourteen to eighteen years by handling high impact situations with calm judgment and focusing on long term relationship outcomes.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
