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.
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
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Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
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