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Specialist - Product Adoption & KAM
8+ years of experience | Full time | New Delhi
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Role And Responsibilities
Production Adoption:
- Oversee the delivery of TLC projects for all products to ensure deployment matches client executive and business sponsor expectations
- Translate delivery strategies into specific objectives and action plans, aligning efforts of the client support organization with other key stakeholders
- Carry out continuous improvement of performance, quality, cost effectiveness and compliance throughout the delivery lifecycle
- Ensure that resources are optimally aligned and staffed for TLC direct implementation or partner implementation
- Conduct regular cadence with customers to stay aligned on business goals, product updates, etc.
KAM:
- Understand needs and goals for key large clients for TLC within the hospitality industry, particularly in hotel loyalty programs and B2B tech solutions for hotels.
- Develop and maintain strong relationships with key accounts, serving as a trusted advisor and primary point of contact.
- Present tailored solutions to large clients that address their specific challenges and objectives, leveraging a deep understanding of their business.
- Drive contract renewals and upsell additional services to maximize revenue and client satisfaction.
- Collaborate closely with internal teams, including sales, marketing, and product development, to deliver integrated solutions and support for key clients.
- Proactively address any issues or concerns raised by clients centrally, ensuring prompt resolution and maintaining high levels of customer satisfaction.
- Track and analyze key performance metrics, such as revenue growth, contract renewals, and client satisfaction scores, to assess the health of client relationships and identify areas for improvement.
Desired Profile
- Required: Bachelor's degree – BBA/B.Tech/B. Com
- Master’s Degree – MBA – Added Advantage
- 8+ years of proven track record in sales and business development preferably in technology services industry and experience in selling complex B2B technology solutions to senior–level executives
- In-depth understanding of the hospitality industry, particularly hotel loyalty programs and B2B tech solutions.
- Basic understanding of TLCs underlying tech stacks
- Proficiency in CRM software (e.g., Salesforce, HubSpot) for managing client relationships and tracking sales activities.
About TLC
TLC Digitech Pvt. Ltd is a tech product and services company providing end to end digital solutions for customer acquisition, activation, engagement, retention, and loyalty. We have domain expertise in the travel and hospitality space.
Our tech products are developed on world class platforms to include CRM on Salesforce and Heroku with all integrations managed through MuleSoft. Our digital delivery is on the Adobe stacks including Adobe Experience Manager, Analytics, Target and Adobe Campaign with Mobile Apps developed on Ionic hybrid platform. Our Contact Centre’s are integrated with voice, chat, WhatsApp, FB Messenger, Email, Social, Web and SMS. TLC Compliance and Statutory Audits are managed by a Big Four global Accounting Firm. We follow the highest levels of Information Security with an ISO 27001 certification. We are members of CII, FHRAI, TAAI, NASSCOM, Dun & Bradstreet etc.
Details on the company are available on www.tlcgroup.com. Our Membership details are available on www.hotelmemberships.com. TLC managed websites include www.clubmarriott.in, www.diningprivilege.com and TLC Apps include Club Marriott South Asia that can be downloaded from the App Store or the Google Play Store.