Customer Success Associate

About LMTEQ : -

LMTEQ is a fast-growing, AI-driven global IT consulting firm specializing in ServiceNow, SAP, and Salesforce solutions. We are a ServiceNow Elite Partner, known for strong delivery execution and deep platform expertise. We work with mid-market and enterprise clients to design, implement, and optimize AI-enabled ServiceNow solutions that improve efficiency and business outcomes. Our teams combine hands-on platform knowledge with a practical, execution-focused approach to solving real enterprise challenges. At LMTEQ, we value ownership, clarity, and continuous learning. We build long-term careers by giving our people early exposure to enterprise clients, modern workflows, and AI-led transformation programs.

Job Summary :-

The Customer Success Associate manages enterprise customer relationships across Professional Services and Managed Services engagements. The role supports successful project delivery within the agreed scope, budget, quality standards, and timelines. The position works closely with Customers, Sales, Pre-Sales, PMO, Delivery, Finance, and Leadership teams. The role also supports project governance, business documentation, service performance, customer retention, and account expansion. The ideal candidate will have experience in Customer Success, Account Management, Project Coordination, or Service Delivery within an enterprise technology environment.

Key Responsibilities :-

1. Customer Success and Account Management: -

Manage assigned enterprise customer accounts throughout the customer lifecycle.
Serve as the primary point of contact for project delivery and service-related matters.
Build trusted relationships with customer stakeholders, business leaders, and technical teams.
Drive customer satisfaction, platform adoption, retention, and long-term account success.
Conduct governance meetings, Quarterly Business Reviews, executive reviews, and customer health discussions.
Identify customer risks, expectations, and concerns proactively and coordinate appropriate mitigation plans.
Manage customer escalations professionally and ensure timely resolution.

2. Professional Services and Project Governance: -

Coordinate with Project Managers, Solution Architects, Consultants, and Delivery Teams to support successful project execution.
Monitor project scope, milestones, timelines, budgets, dependencies, risks, and deliverables.
Maintain project health reports, implementation records, action trackers, and executive status reports.
Ensure adherence to organizational project governance standards and delivery processes.
Support project kick-off, requirement validation, implementation governance, customer acceptance, closure, and sign-off activities.
Track project issues and escalations and facilitate timely decisions from relevant stakeholders.

3. Business Requirements and Documentation: -

Conduct workshops and stakeholder discussions to understand customer business requirements.
Prepare and review Business Requirement Documents, Statements of Work, Scope Documents, Functional Requirement Documents, and related project documentation.
Ensure project scope, assumptions, dependencies, exclusions, deliverables, and acceptance criteria are clearly documented.
Manage scope changes and coordinate change requests with customers and internal teams.
Maintain complete and accurate documentation throughout the project lifecycle.

4. Managed Services and Service Governance: -

Manage service delivery governance for assigned Managed Services customers.
Monitor Service Level Agreements, Key Performance Indicators, operational performance, and service quality.
Review incidents, service requests, problems, changes, recurring issues, and improvement actions.
Conduct Monthly Service Reviews and operational governance meetings.
Coordinate with support and delivery teams to ensure timely resolution of customer issues.
Drive continuous service improvement initiatives based on service data and customer feedback.

5. Operational and Financial Governance: -

Monitor resource utilization, capacity planning, consultant allocation, and delivery readiness.
Review consultant timesheets, milestone completion, billing readiness, and supporting documentation.
Validate project financial and delivery information before invoicing.
Prepare weekly and monthly operational dashboards, revenue reports, and customer status reports.
Coordinate with Finance, Delivery, and PMO teams to address invoicing, utilization, and project financial concerns.
Ensure compliance with internal delivery, reporting, documentation, and operational standards.

6. Revenue Growth and Account Expansion: -

Identify opportunities for upselling, cross-selling, renewals, change requests, and additional Professional Services.
Collaborate with Sales and Pre-Sales teams on account expansion and customer solution opportunities.
Support contract renewals, license renewals, proposals, effort estimations, and commercial discussions.
Identify customer requirements that may generate additional revenue or expanded service scope.
Contribute towards customer retention, revenue forecasting, and account growth targets.

7. Continuous Improvement and Team Collaboration: -

Stay updated on ServiceNow capabilities, ITSM practices, Customer Success frameworks, and enterprise digital transformation trends.
Recommend process improvements that strengthen customer experience and delivery effectiveness.
Participate in internal knowledge-sharing and service improvement initiatives.
Collaborate with team members and support junior associates when required.

Qualification and Experience:-

Master of Computer Applications or Master of Business Administration in Marketing, Operations, Systems, Information Technology, or a related specialization.
3+ years of experience in Customer Success, Account Management, Professional Services, Project Coordination, Service Delivery, or Managed Services.
Experience managing enterprise customers or multiple customer engagements is preferred.
Exposure to ServiceNow, SAP, Salesforce, Freshworks, Zoho, or similar enterprise SaaS and digital transformation platforms will be an advantage.

Required Skills: -

Strong Customer Success, Account Management, and stakeholder-management capabilities.
Experience preparing Business Requirement Documents, Statements of Work, scope documents, and change requests.
Knowledge of Professional Services and Managed Services delivery models.
Understanding of ITSM concepts, service governance, and ITIL practices.
Experience in project coordination, governance, risk management, and issue management.
Understanding of project financials, billing readiness, resource utilization, and revenue tracking.
Strong analytical, documentation, communication, presentation, and problem-solving skills.
Proficiency in Microsoft Excel, PowerPoint, Word, and project-tracking tools.
Ability to manage multiple customer engagements and competing priorities simultaneously.

Preferred Knowledge and Personal Attributes: -

Knowledge of the ServiceNow platform and enterprise digital transformation solutions.
Familiarity with ITIL Foundation concepts and SLA/KPI management.
Understanding of Agile and Waterfall project-management methodologies.
Knowledge of Customer Success frameworks, customer-health monitoring, renewals, and revenue forecasting.
Customer-first mindset with strong ownership, accountability, and attention to detail.
Business-oriented and revenue-focused approach.
Ability to influence business, technical, and leadership stakeholders.
Strong organizational and documentation capabilities.
Professional, ethical, collaborative, and solution-oriented working style.
Ability to perform effectively in a fast-paced consulting environment.

Why Join LMTEQ :-

Kick-start your career with one of India’s fastest-growing ServiceNow Elite Partners.
Receive structured training and mentorship from experienced industry professionals.
Gain exposure to enterprise customers across multiple industries.
Learn customer success, project governance, and service delivery in a real-world environment.
Build a long-term career with defined growth opportunities into customer success, account management, and business leadership roles.