Overview
The Customer Success Relationship Manager (CSRM) is a front-line commercial leader responsible for expanding Asticom's business within existing accounts. This role focuses on finding new opportunities, driving upsell and cross-sell initiatives, and positioning Asticom as the strategic partner of choice across Engineering, BPO, IT Managed Services, and Staffing portfolios.
The CSRM directly drives the company's revenue growth by hunting and closing new business from existing accounts, contributing significantly to Asticom's target.
Key Responsibilities
1. Revenue Growth: Upsell & Cross-Sell
- Proactively identify and develop new business opportunities within existing client accounts.
- Drive account expansion through additional headcount, new project streams, or new service lines.
- Promote Asticom's full-service portfolio:
- Engineering Services
- IT Managed Services
- BPO/Shared Services
- Staffing & Manpower Augmentation
- Project-Based Outsourcing
- Build tailored solutions aligned with client needs and industry trends.
2. Client Relationship Management
- Serve as the primary commercial point of contact for key decision-makers across assigned accounts.
- Conduct regular business development touchpoints, site visits, and engagements.
- Strengthen multi-level relationships to gain visibility on upcoming needs and budget cycles.
- Maintain an active client listening routine to uncover pain points and future requirements.
3. Partnership With Customer Success Operations Manager (CSOM)
- Coordinate closely with the CSOM to ensure seamless governance:
- MBR/QBR participation
- Renewal planning
- Risk mitigation strategy
- Align commercial strategies with delivery performance insights gathered by the CSOM.
- Create cohesive account plans with shared goals and clear owner responsibilities.
4. Proposal Management & Deal Closing
- Lead end-to-end proposal creation, pricing, and commercial negotiation.
- Ensure accuracy of scopes and alignment with profitability targets.
- Collaborate with recruitment, engineering, IT, finance, HR, and delivery teams for precise solutioning.
- Present proposals to clients and negotiate terms to a successful close.
5. Pipeline Development & Forecasting
- Maintain a strong, high-quality sales pipeline for each assigned account.
- Provide accurate monthly and quarterly revenue forecasts.
- Track movement across the sales funnel and ensure timely closure.
- Utilize CRM tools to document activities, opportunities, and progress.
6. Market Intelligence
- Monitor client organizational changes, competitor movements, and emerging needs.
- Present insights to leadership to drive strategy and improve Asticom's competitive positioning.
Qualifications & Requirements
Education & Experience
- Bachelor's degree in Business, Marketing, Engineering, IT, or related field.
- 510 years of experience in:
- Sales / Business Development
- Account Management
- Client Relationship Management
- Customer Success (advantage)
- Proven ability to upsell/cross-sell services in:
- BPO / RPO / Shared Services
- IT Managed Services
- Engineering Outsourcing
- Staffing and Manpower Augmentation
- Experience with large enterprise accounts and complex deal cycles.
Skills & Competencies
- Strong hunter mindset with proven record of closing enterprise deals.
- Excellent relationship-building and communication skills.
- Strong presentation and negotiation capabilities.
- Business acumen to understand client industries and challenges.
- Highly collaborative with internal units (Recruitment, Finance, Delivery, HR).
- Strong pipeline management skills; CRM proficiency (SalesHub, Salesforce, HubSpot, etc.).
