About the role
Responsibilities:
- Own end-to-end client relationship management, ensuring high satisfaction, retention, and alignment with client expectations across all service lines.
- Act as the primary interface for clients, conducting regular governance calls, sharing updates, and proactively addressing concerns or risks.
- Collaborate with Operations Managers to ensure timely and effective delivery, tracking SLAs and ensuring commitments are consistently met.
- Partner with Quality Assurance Leads to review quality metrics, incorporate client feedback, and drive continuous service improvement.
- Identify and drive revenue growth opportunities through up-selling and cross-selling of additional services aligned to client needs.
Requirements:
- Strong client relationship management and stakeholder engagement skills in B2B or outsourcing environments.
- Proven ability to manage service delivery governance, including SLAs, escalations, and client communication.
- Commercial acumen with experience in identifying and driving up-sell/cross-sell opportunities.
Additional Skills and Expertise (Good to Have):
- Experience working across multiple service lines (Finance, HR, Technology, Marketing) in a cross-functional setup.
- Familiarity with CRM and customer success tools (e. g., Zoho CRM, Salesforce).
- Exposure to quality frameworks, client feedback systems, and continuous improvement practices.
- Demonstrated ability to integrate AI into relevant processes.
Qualifications:
- Bachelor's degree in Business, Commerce, Management, or a related field; MBA or equivalent postgraduate qualification preferred.
- At least 6 years of experience in customer success, account management, or client-facing roles within outsourcing, consulting, or professional services.
- Strong communication, negotiation, and problem-solving skills with a client-first mindset.