Jobs at IT Horizons Limited – Apply Now

Job Description

• The Research Officer is to play a key role in supporting the research team to foster innovation through research and development activities.
• This position focuses on promoting structured innovation by identifying emerging technologies, validating new opportunities, and translating research findings into tangible outcomes such as prototypes, pilot projects, and improvements to products.
• The Research Officer is responsible for managing a repeatable innovation pipeline that consistently delivers measurable value across the organization’s products, and services.
• This approach ensures high standards of product and service quality, and strategically positions ITH Holdings and its subsidiaries in the industry in view of the evolving change in the technology space, in alignment with the organization’s vision and mission.

Key Roles and Responsibilities

• Continuously monitor and analyze industry trends in IT and SAAS industries, emerging technologies, and innovative practices relevant to the organization’s goals.
• Develop and maintain an Innovation Radar and periodic trend reports for leadership.
• Conduct in-depth competitive analysis and market research using primary and secondary data sources to identify opportunities for growth and differentiation.
• Design and execute research studies to explore new ideas, concepts, and solutions, including defining problem statements, hypotheses, and success metrics.
• Perform feasibility assessments on new and existing products that lead to product positioning and go to market strategy.
• Perform various business research that leads to innovation, existing product development and market expansion.
• Maintain a structured repository of research findings, results, and reusable frameworks for future initiatives.
• Translate research insights into actionable recommendations for new products, services, or process improvements.
• Collaborate with cross-functional teams to prototype and test innovative solutions with stakeholders and end-users.
• Research on various industries’ IT needs and potential opportunities across various sectors
• Maintain an Innovation Pipeline that tracks initiatives from ideation through research, prototyping, and scaling.
• Contribute to intellectual property development through whitepapers, patents, and publications where applicable.
• Manage the department data room

Key Qualifications

• Education: Bachelor’s degree in Business, Technology, Engineering, or related field (Master’s preferred).
• Experience: 5-7years in research, innovation, or R&D roles within technology-driven organizations.

Skills:

• Strong analytical and research capabilities.
• Ability to design and execute experiments and feasibility studies.
• Excellent communication and stakeholder management skills.

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Job Summary

• The Customer Success Manager (CSM) is responsible for ensuring customers achieve maximum value from the company’s technology solutions and services.
• The role focuses on customer adoption, satisfaction, retention, renewals, and long-term partnership growth.
• The CSM acts as the primary post-sales point of contact, coordinating internal teams to deliver excellent and consistent customer experience while driving renewals and expansion opportunities.

Key Responsibilities
Customer Relationship Management:

• Serve as the primary relationship manager for customers across their lifecycle.
• Build trusted advisor relationships with customer stakeholders (technical, business, and executive).
• Proactively engage customers to understand business objectives, challenges, and success metrics.
• Drive high customer satisfaction, loyalty, and advocacy.

Onboarding & Adoption:

• Lead customer onboarding and service kick-off activities after sales handover.
• Ensure smooth adoption of delivered solutions and services.
• Coordinate technical teams, vendors, and partners to resolve onboarding or deployment challenges.
• Track product/service utilization and intervene to address low adoption risks.

Support & Issue Resolution:

• Act as customers advocate internally, escalating and following through on issues until resolution.
• Monitor SLA/OLA adherence and ensure timely resolution of incidents and service requests.
• Work closely with Support, Presales, and Engineering teams to manage escalations.

Renewals & Retention:

• Drive contract renewals, subscriptions, licenses, and support agreements.
• Proactively manage renewal timelines to avoid service or license expirations.
• Identify churn risks early and implement retention strategies.
• Collaborate with Sales and Presales to secure timely renewals.

Growth & Expansion:

• Identify upsell and cross-sell opportunities aligned with customer needs.
• Support account expansion initiatives through value-based discussions.
• Participate in Quarterly Business Reviews (QBRs) and customer success planning.
• Provide feedback on customer needs, product gaps, and service improvements.

Reporting & Collaboration:

• Maintain accurate customer records, engagement notes, and success plans in CRM tools.
• Track and report customer health, satisfaction scores, adoption metrics, and renewal status.
• Collaborate with Sales, Presales, Product, and Finance teams to deliver customer outcomes.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Customer Retention & Renewal Rate
• SLA / OLA Compliance
• Time to Resolution for Customer Issues
• Product / Service Adoption Levels
• Expansion and Upsell Contribution
• Complaint Resolution Timelines

Required Qualifications & Skills
Education:

• Bachelor’s degree in IT, Engineering, Business Administration, or related field.

Experience:

• 3–7 years’ experience in Customer Success, Account Management, Service Delivery, or Technical Support.
• Experience in IT services, cloud solutions, enterprise infrastructure, or technology distribution is a strong advantage.

Skills & Competencies:

• Strong customer-facing communication and relationship management skills.
• Good understanding of enterprise IT solutions (Cloud, Datacenter, Networking, Software, Licensing).
• Strong problem-solving and stakeholder management skills.
• Ability to manage multiple accounts and priorities simultaneously.
• Experience working with SLAs, renewals, and customer satisfaction metrics.
• Proficiency with CRM and service management tools.
• Data-driven, customer-centric, and results-oriented mindset.

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