Hiring For Manager - Client Relations in Sakon (Pune)
- Sakon
- 10 - 19 years
- Pune
- 9 months ago
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Job Description
Role & responsibilities
A. Risk Management - Provide timely updates on business rules to ensure compliance and operational efficiency. - Monitor escalation trends for all managed services functions and volume patterns for delivery teams to identify potential risks. - Capture and analyse customer feedback/sentiment to address concerns effectively. - Identify and resolve subjective operational risks that may impact service delivery for Managed Services. - Review data to detect and mitigate revenue leakage, ensuring financial integrity. - Identify communication risks and implement strategies to prevent misunderstandings or misalignment.
B. Customer Experience - Proactively engage with clients to improve efficiency and customer satisfaction. - Ensure proactive and effective communication with customers to address concerns and set clear expectations. - Identify process gaps, collaborate with customers to mitigate them, and improve operational workflows. - Enhance ease of product usage by addressing pain points in collaboration with internal teams. - Standardize processes, messaging, and interactions across customers for consistency. - Monitor customer support tickets to ensure that requests and issues raised are addressed promptly. - Drive improvements in key metrics such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
C. Customer Expectations - Ensure timeliness for Managed Services Delivery while proactively informing clients of any blockers or delays. - Maintain high standards for client support response times with clear, effective communication. - Understand client requirements thoroughly and set realistic expectations to foster trust. - Take a proactive approach to problem-solving by anticipating issues before they escalate.
D. Customer & Internal Communication - Conduct weekly/monthly client meetings to review progress, address concerns, and strengthen relationships. - Lead Monthly Business Reviews (MBRs) and participate in Quarterly Business Reviews (QBRs) to discuss performance metrics, updates, and strategic plans for Managed Services with clients. - Perform quarterly reviews of business services offered to customer to ensure alignment with client needs. - Develop and maintain a comprehensive vendor and client communication matrix for streamlined interactions. - Keep detailed records of client meeting notes as well as internal meeting notes for future reference and action planning. - Foster collaboration between the CRM team and the Customer Success Management (CSM) team for aligned goals.
E. Proactive Actions - Analyse data trends to uncover actionable insights that can be shared with customers for added value. - Manage issues/escalations proactively by addressing them before they impact customer relationships or operations.
Preferred candidate profile
Qualifications & Skills Required: 1. Proven experience in customer relationship management or a related field (e.g., account management, customer success). 2. Strong analytical skills with the ability to interpret data trends and identify risks or opportunities. 3. Excellent communication skills both verbal and written to engage effectively with clients at all levels. 4. Demonstrated ability to manage escalations, resolve conflicts, and build long-term customer relationships. 5. Proficiency in CRM tools/software for tracking client interactions and maintaining records accurately. 6. Strong organizational skills with attention to detail for managing multiple priorities simultaneously.
Key Performance Indicators (KPIs): 1. Improvement in CSAT/NPS scores over time. 2. Timely response and resolution for support requests received. 3. Customer engagement 4. Proactive escalation management. 5. Reduction in escalation volumes Effectively and timely de-escalating, Ave Response times, through proactive risk management strategies. 6. Timely completion of MBRs/QBRs with actionable outcomes documented clearly. 7. Identification of revenue leakage or process gaps with successful resolution measures implemented
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: SakonLocation(s): Pune
Keyskills: Client Relation Client Satisfaction Client Management Client Success Client Interaction Client Support Client Coordination Client Interfacing Client Retention Client Servicing Client Engagement Client Relationship Client Handling
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