Description:
Key Responsibilities:
- Client Account Management
- Act as the primary operational point of contact for assigned client accounts.
- Manage onboarding processes, documentation, setup, and coordination for new clients.
- Maintain up-to-date understanding of client requirements, service scope, and SLAs.
- Ensure timely resolution of client queries, issues, and escalations.
Operations & Service Delivery:
- Oversee day-to-day account operations including scheduling, execution, and monitoring of client-related tasks.
- Coordinate with cross-functional teams including Sales, Technical, Finance, and Support to ensure smooth delivery of services.
- Track workflows, submissions, deliverables, and approvals to ensure SLA compliance.
- Review and validate work outputs delivered to clients for accuracy and completeness.
Reporting & Documentation:
- Prepare daily, weekly, and monthly reports related to account status, performance metrics, and operational insights.
- Maintain detailed documentation of processes, client updates, SOPs, and issue logs.
- Support periodic business reviews with clients by preparing operational data and summaries.
Stakeholder Coordination:
- Collaborate with internal departments to streamline communication, workflows, and process improvements.
- Liaise with vendors, partners, and third-party service providers for smooth execution of client tasks.
- Support senior management with updates on account performance, risks, and improvement areas.
Process Optimization & Quality Assurance:
- Identify operational bottlenecks and propose process improvements.
- Ensure adherence to quality standards, compliance policies, and operational guidelines.
- Implement best practices to enhance client experience and operational efficiency.
Issue Resolution & Escalation Handling:
- Proactively identify potential issues or delays and take corrective actions.
- Manage escalations professionally and ensure closure within defined timelines.
- Conduct root cause analysis for recurring issues and implement preventive measures.
Required Skills & Competencies:
Technical & Professional Skills:
- Strong experience in client operations, account management, or customer success.
- Ability to manage multiple accounts simultaneously with high attention to detail.
- Proficiency in MS Office tools (Excel, PowerPoint, Word).
- Experience with CRM or workflow management tools (e.g., Salesforce, HubSpot, Zoho, JIRA, etc.) is preferred.
- Basic understanding of operational metrics, reports, and dashboards.
Soft Skills:
- Strong communication and interpersonal skills.
- Excellent problem-solving and analytical ability.
- Ability to work under pressure and manage time effectively.
- Strong organizational skills and a client-first mindset.
- Team player with an ability to collaborate across departments
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