1. As part of Client Success (Customer Focused)

I. Client Delivery: Capture client’s needs and be able to articulate in clarifying ambiguities and assertive in putting company’s view point as well.
II. Business Requirements: Should be able to draft a BRD (Business Requirements Document) and get a sign-off from the customer.
III. Liaise & Collaborate: Should be able to collaborate and communicate with customer’s key stakeholders and manage their expectations.
• Should be able to collaborate internally with respective teams viz. IT, Ops, HR, Sales, Solutions and so on to get the job done and deliver it to client.
IV. SME & Coach – Should have expert knowledge to impart trainings to new joiners at customer as well internal to the company.
• Should have knowledge of new technologies/tools required to impart trainings and be expert with demonstration of such technologies
V. Communication & Negotiation: Should be well conversant in spoken and written business English and be able to negotiation delivery deadlines with client
• Should have understanding of the internal capabilities and be able to suggest a meaningful timeline to the CSM during client discussions.
2. As part of Organization Success (Revenue Focused)
I. Revenue Management: Be able to generate continuous revenue from the client.
• Should be able to identify new areas of opportunities and engagement for growth and provide key inputs to CSM.
• Should have skin-in-the game to own the revenue build up and have a bottom-line metrics to own the same
II. Retention: Critical KPI for SPOC as he/she is involved in the day-to-day activities.
• Should have a hold of ground level view points and thinking of the client stakeholders which could impact company’s recurring revenue or pose a threat to revenue forecast
III. Competitive Analysis & Insights: Should have a deeper connect with client stakeholder’s and get the strategic insights of the competitive threats
IV. Client Location: Should be able to work from client site for a given period of time, if required.
V. Travel: - Be open to travel, based on client needs, and be flexible to accommodate the client needs even in unforeseen situations.
• Be also vigilant with the travel schedule and ensure that every travel has some value delivered to client