Roles and Responsibilities:
- Nurturing client relationships, building Positive client experience and maintaining strong client relationships, retaining the business, and identifying growth opportunities
- Create a client success roadmap - A clear roadmap of the client's experience across all touchpoints. i.e., Transition Plan for new onboarding, client engagement model, service precisions & SOP management, etc
- Cross-Selling and Up-selling to the client base and growing the account to achieve the targets
- Conducting business reviews with clients and focusing on service delivery experience
- Achieving client relationship targets and KPI's
- Liaising with internal departments to ensure client requirements are fulfilled
- Escalating and resolving areas of concern as raised by clients.
- Monitoring performance against service level agreements and flagging potential issues for timely resolution
Desired Skills and Experience:
- Strong in Program Management and data analytics. Advance Excel and SQL are mandatory
- Preferred to have knowledge of the e-commerce / Logistics Industry
- 2-3 Years of experience in Client relationship Management and CX analytics
- Strong Interpersonal Skills
- Proactive and self-driven with a great sense of ownership
- Strong problem solving & Prioritization skills with an eye for detail.
- Good in negotiation and persuasion.
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