CUSTOMER SUCCESS RELATIONSHIP MANAGER

The Customer Success Relationship Manager (CSRM) is a high-impact, front-line commercial leader responsible for accelerating revenue growth within Asticom’s existing client portfolio. This is a strategic, quota-carrying role focused on farming existing accounts to uncover new business opportunities, drive aggressive upsell and cross-sell initiatives, and position Asticom as the premier partner of choice across our core verticals: Engineering, BPO, IT Managed Services, and Staffing.

Key Responsibilities

1. Revenue Generation: Upsell & Cross-Sell

• Account Expansion: Proactively identify, pitch, and close new business opportunities within assigned accounts to drive headcount growth, new project streams, and service line expansion.
• Portfolio Monetization: Evangelize and sell Asticom’s comprehensive service suite, including:
• Engineering Services
• IT Managed Services & Digital Solutions
• BPO & Shared Services
• Staffing & Manpower Augmentation
• Project-Based Outsourcing
• Solution Crafting: Partner with internal technical teams to design tailored, high-value solutions that address complex client pain points and align with market trends.

2. Strategic Relationship Management

• Commercial Ownership: Serve as the primary commercial advisor and strategic point of contact for C-level executives and key decision-makers.
• Engagement Routine: Establish a robust rhythm of business development touchpoints, client site visits, and executive alignments to stay ahead of upcoming budget cycles and procurement needs.
• Voice of the Customer: Implement active listening frameworks to uncover latent client challenges, positioning Asticom ahead of competitors.

3. Operational Synergy (Partnership with CSOM)

• Unified Governance: Collaborate seamlessly with the Customer Success Operations Manager (CSOM) to ensure delivery excellence informs commercial strategy.
• Account Planning: Co-author comprehensive account growth plans, aligning commercial goals with operational KPIs, contract renewals, and risk mitigation strategies.
• Reviews: Active participation in Monthly and Quarterly Business Reviews (MBRs/QBRs) to showcase value and pitch expansion ideas.

4. Deal Architecture & Closing

• End-to-End Deal Management: Lead proposal creation, pricing strategy, and commercial negotiations from inception to close.
• Cross-Functional Collaboration: Coordinate with Recruitment, Finance, HR, Legal, and Delivery teams to ensure operational feasibility and optimal profit margins.
• Presentations: Deliver compelling commercial pitches and successfully negotiate high-value contracts.

5. Pipeline Discipline & Forecasting

• Funnel Management: Maintain a highly accurate, active, and qualified sales pipeline within the corporate CRM.
• Revenue Predictability: Provide leadership with reliable monthly and quarterly revenue forecasts.
• Data Integrity: Ensure all client interactions, opportunity stages, and contract milestones are meticulously documented.

6. Market Intelligence & Insights

• Competitor Tracking: Monitor client organizational shifts, industry headwinds, and competitor activities.
• Strategic Reporting: Feed market insights back to leadership to help refine Asticom’s value proposition and competitive pricing models.

QUALIFICATIONS

-Must be a college graduate of any course

Minimum 5 years of experience in:

• Customer Success
• Account Management
• Sales / Business Development
• Operations Management
• Strong background in upselling, cross-selling, renewals, and client retention.
• Experience managing complex enterprise accounts, preferably across:

- Must have a strong B2B sales/CS background

• Amenable to work in a hybrid setup

• Direct experience in staffing, outsourcing, BPO, or workforce solutions (highly preferred)

• Strong understanding of staffing economics: utilization, billable hours, margins, SLAs

• Experience working cross-functionally with Sales, Recruitment, Finance, and Delivery teams

• Advanced skills in reporting, dashboards, and operational analytics