Success Manager/ Service Account Manager

Open Positions: 1

This is a newly created role in Highwire (MPS) sitting within the Account Management group. The purpose of the role is to cover the day-to-day management of the assigned accounts with revenue growth, cross and up sell, commercials, coordinating work or Support Functions including installation, training, user support, on-going development, and maintenance.

Supporting the Strategic Account Directors to ensure clients are receiving great customer service, are aware of all Highwire's products and offerings and exploring opportunities for retention, growth, or enhancements.

Responds to service and product related questions.
Manages issues and escalations from Client Account Director.
Issues related to overall account and products & services
Coordinate internal staff to develop appropriate resolutions
Escalates to Strategic Account Director when needed
Identifies/escalates upsell opportunities to Strategic Account Director
Participate in formal account reviews.
Administers product training in conjunction with the product management team (when appropriate).
Identifies product development opportunities.
Maintain Salesforce ensuring that it is up-to-date and accurately reflects the current state of the customer, adhering to company standards and implementing new standards as required.
Effective and strong communication to ensure customers are informed of HighWire product solutions and innovations and that the customer has the right solution to maximize their business goals.
Connect with customers during times of change (on either side) and look for opportunities to grow or maintain the business.
Prepare a strategic account plan for each account, identifying opportunities to strengthen, grow or lengthen the relationship.
Be an internal advocate for all customers; highlight any internal problems; Identify opportunities to enhance our product set or service; highlight industry trends or themes that may give up a commercial advantage; Flag any signs of risk across the account.
Identify customers with exposure to risk within their current offering and seek and appropriate upgrade path.
Plan for and execute upgrades, renewals and RFPs drawing in the appropriate teams as needed.
Work with and support the HighWire sales/Account management functions for conferences, events and customer initiatives.

Essential Criteria
Experience of managing, prioritizing and shaping the expectations of a complex set of internal and external stakeholders competing for time and resources.
Experience of successfully delivering customer satisfaction, retention and expansion using metrics, analytics and use cases.
Experience of working with peers in a matrixed organization with technical teams using leading-edge technologies and working within tight deadlines.
Experience of interacting with customers, at both project management and executive-level, to identify organizational and stakeholder objectives and translating them into business requirements.
Ability to communicate clearly and professionally, both in written and verbal communications, in a fast-paced business environment.
Well-rounded skills with business and productivity software tools, such as Word processing, spreadsheet, PowerPoint, and CRM tools.
Strong conceptual and problem-solving abilities. Strong stakeholder management and negotiation abilities.
10+ years in similar environment
A BE/BTech or some equivalent academic stance from premium colleges.

Location and Hours

This role will be based in our NOIDA office

Why MPS Limited?

MPS Limited (NSE/BSE: MPSLTD), a leading global provider of platforms and content solutions for the digital world, was established as an Indian subsidiary of Macmillan (Holdings) Limited in 1970. The long service history as a captive business allowed MPS to build unique capabilities and talents through strategic partner programs. MPS is now a global partner to the world’s leading enterprises, learning companies, publishers, libraries, and content aggregators. After change of majority stake in 2011-12 and with an entrepreneurial mindset MPS developed significant momentum as a result of consistent reinvestment in the business and six successful acquisitions in the same number of years. MPS is listed on the major stock exchanges in India with a market capitalization upward of $150 Million. More than 3000+ professionals’ power MPS across seven delivery centres in India, two subsidiaries in Europe, and four client-servicing offices in the US.

MPS operates globally through its offices in North America, Europe, Canada, UAE, and India. Our employees work to deliver flawless products and services to our clients worldwide across five main areas: digital publishing solutions, technology solutions, creative and interactive solutions, book and journal publishing solutions and 360-degree customer service solutions.


In return, we offer you

1. Our benefits are very competitive and designed to your preferences!

2. We welcome you to a challenging, innovative environment with extraordinary opportunities for you to explore.

3. A competitive salary.

4. A healthy work-life balance.
Noida, UP, IN