Customer Success Manager

• Provide timely, accurate support to customers via chat and email for ACI desktop applications and cloud-based applications
• Troubleshoot software issues, including installation, configuration, and usability concerns
• Guide users through step-by-step solutions and product functionality
• Document customer interactions, issues, and resolutions in the support system
• Escalate complex or unresolved issues to appropriate internal teams
• Maintain up-to-date knowledge of ACI products, updates, and known issues
• Identify trends in customer inquiries and provide feedback to improve products and support processes
• Deliver a high standard of customer service aligned with company expectations

Senior Customer Success Specialist

• Lead the architecture and configuration of our CRM platform to match our internal sales, pre-sales, and delivery workflows.
• Build custom objects, fields, pipelines, and automation rules that reflect how our teams operate.
• Design dashboards and reports giving leadership real-time visibility into revenue, pipeline health, and client engagement.
• Document current internal processes and identify friction points where CRM can reduce manual work or improve data quality.
• Automate repetitive tasks to free up consultant and sales time.
• Conduct needs analysis sessions with each internal team to surface requirements and prioritize roadmap items.
• Act as the primary point of contact for CRM-related questions, issues, and enhancement requests.
• Develop role-specific training materials and deliver onboarding workshops for all internal users.
• Define and enforce data entry standards, naming conventions, and hygiene processes.

CRM Consultant

• Lead the design, development, configuration, and implementation of Microsoft Dynamics 365 CRM solutions aligned with business requirements and best practices.
• Architect and deliver end-to-end solutions across D365 modules including Sales, Customer Service, Marketing, and Field Service.
• Develop and customize CRM components such as entities, forms, views, dashboards, workflows, plugins, and integrations.
• Build custom solutions using C#, JavaScript, HTML, CSS, Dynamics 365 SDK, and Web API.
• Design and implement scalable integrations using Azure and Power Platform capabilities.
• Oversee system architecture, performance tuning, testing, troubleshooting, and deployment to ensure optimal functionality and user experience.
• Provide technical leadership and mentoring to team members, fostering collaboration and high-quality delivery.
• Engage with business and technical stakeholders, translating complex technical concepts into clear and actionable discussions.
• Participate in project planning, sprint ceremonies, estimations, and delivery governance using Agile methodologies.

Senior Microsoft CRM Technical

• Work on CRM engagements to design the next generation digital architecture
• Be involved in analyse and design phases of a project
• Responsible for collaboration with client teams to understand the business requirements and translate it to solutions.
• Execute & participate in application design sessions and make solution recommendations
• Deep understanding of Integration & Data Migration methods/tools within D365 CRM
• Deep knowledge of configuring and customizing CRM application
• Develop CRM Application using .NetPlugins/ASP.Net extensions
• Ensuring that design is in line with the business requirements
• Work cooperatively in a team environment
• Remain flexible on changing workloads

Technology Consulting – MSD CRM Architect, Manager

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans
• Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
• Drive continuous improvement of customer advocacy measures
• Drive AI/Digital adoption
• Prepare and deliver territory plans to define account strategies and align resources
• Establish shared accountability with adjacent functions in customer journey points including onboarding specialists, professional services, renewal managers, and sales
• Take on and assist in driving internal strategic initiatives and continuous improvement programs.

Senior Customer Success Manager

• Design, implement, and optimize digital-first programs to support a large customer base
• Develop and execute digital campaigns (e.g., email, in-app messaging) to drive feature adoption
• Use predictive analytics to spot early signs of customer churn
• Act as the voice of the customer by collecting and analyzing feedback
• Identify opportunities to automate customer success processes

Success Manager – Digital

• Drive onboarding engagements to ensure rapid time-to-value and successful customer go-live.
• Align customer business objectives with measurable success outcomes, adoption milestones, and operational goals.
• Partner cross-functionally to deliver a seamless onboarding and customer experience.
• Drive platform adoption and customer maturity through strategic guidance, adoption analysis, and value-driven engagement.
• Conduct Monthly and Quarterly Business/Value Reviews (MBRs/QBRs) focused on ROI, business outcomes, and roadmap alignment.
• Lead adoption workshops, enablement sessions, and product demonstrations to accelerate customer success.
• Act as a trusted advisor by helping customers navigate evolving cybersecurity, cryptography, PKI, and compliance trends.
• Proactively identify risks, adoption gaps, and opportunities to improve customer outcomes and platform utilization.
• Build strong executive and operational relationships across enterprise customer organizations.
• Serve as the voice of the customer and a strategic partner throughout the customer lifecycle.
• Drive customer satisfaction, advocacy, and long-term partnership growth through proactive engagement and value delivery.
• Coordinate effectively across Sales, Support, Product Management, and Engineering teams to drive customer success outcomes.
• Manage escalations, feature requests, customer priorities, and success plans with ownership and urgency.
• Maintain strong operational discipline across customer engagement, adoption tracking, and account planning activities.
• Own customer retention, renewal readiness, and overall account health and maintain Annual Recurring Revenue (ARR) while minimizing churn and account downsizing.
• Identify and support upsell, cross-sell, and expansion opportunities aligned to customer business priorities.

• Work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution.
• Use feedback and reflection to develop self-awareness, personal strengths and address development areas.
• Proven track record as an SME in chosen domain.
• Ability to come up with Client POC/POV for with the product platform they are associated with.
• Mentor Junior resources within the team, conduct KSS and lessons learnt.
• Flexible to work in stretch opportunities/assignments.
• Demonstrate critical thinking and the ability to bring order to unstructured problems.
• Ticket Quality and deliverables review.
• Status Reporting for the project.
• Adherence to SLAs, experience in incident management, change management and problem management.
• Review your work and that of others for quality, accuracy and relevance.
• Know how and when to use tools available for a given situation and can explain the reasons for this choice.
• Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
• Use straightforward communication, in a structured way, when influencing and connecting with others.
• Able to read situations and modify behavior to build quality relationships.
• Uphold the firm's code of ethics and business conduct.
• Demonstrate leadership capabilities by working with clients directly and leading the engagement.
• Work in a team environment that includes client interactions, workstream management, and cross-team collaboration.
• Good Team player. Take up cross competency work and contribute to COE activities.
• Escalation/Risk management.

Senior Associate – Salesforce CRMA, Consult

• Lead the design, development, configuration, and implementation of Microsoft Dynamics 365 CRM solutions aligned with business requirements and best practices.
• Architect and deliver end-to-end solutions across D365 modules including Sales, Customer Service, Marketing, and Field Service.
• Develop and customize CRM components such as entities, forms, views, dashboards, workflows, plugins, and integrations.
• Build custom solutions using C#, JavaScript, HTML, CSS, Dynamics 365 SDK, and Web API.
• Design and implement scalable integrations using Azure and Power Platform capabilities.
• Oversee system architecture, performance tuning, testing, troubleshooting, and deployment to ensure optimal functionality and user experience.
• Provide technical leadership and mentoring to team members, fostering collaboration and high-quality delivery.
• Engage with business and technical stakeholders, translating complex technical concepts into clear and actionable discussions.

Senior CRM Technical

• Map business processes to Dynamics 365 CRM capabilities.
• Configure CRM modules (Sales, Customer Service, Marketing).
• Customize CRM using JavaScript, HTML, and Plugins.
• Design and implement Workflows, Custom Actions, and Business Rules.
• Develop and deploy PCF (PowerApps Component Framework) controls.
• Work with Virtual Tables to integrate external data sources.
• Build and maintain Canvas Apps for tailored user experiences.
• Integrate CRM with other systems using Web APIs and Azure services.
• Optimize the use of out-of-the-box features and identify areas for custom development.
• Document technical specifications, configurations, and user guides.