Manager - Client Relation - HR Tech Firm

1) Responsible to manage and provide comprehensive after-sales service to India SMB clients

2) Proactive interaction with clients to trail their business requirements and work in conjunction with them to deliver the promised ROI

3) Serve as a leader and point of contact for escalated contact resolution of a supervisory nature or complex problems

4) Demonstrate functional expertise, deep business understanding to identify clients- concerns and recommend appropriate solutions

5) Close collaboration with other functions/stakeholders

6) Direct involvement in handling top accounts

7) Work with clients to enhance the delivery of service through effective monitoring of programs, process improvement, and problem prevention/resolution initiatives

8) Ensure clients- commitments, satisfaction, quality, schedule, and performance goals are met

9) Perform regular accounts (clients) review with Sales teams and other functions to strengthen the service strategies and support

10) Generate and maintain Service usage reports regularly

11) Focus on CSAT and FCR scores

12) Handle Inbound and Outbound processes to help clients

13) Implement Internal process enhancements and organizational initiatives (e.g. create internal documentation, roll-out product, and process training) that will help our teams scale as our client base expands

14) Develop a strong relationship with your direct reports so that you- re in a position to provide them with valuable coaching, drawing from your outside experience and melding that with our internal culture.

15) Establish and monitor KPIs especially product utilization and client satisfaction for the client success

16) Establish and monitor teams- KPIs to drive productivity and performance

17) Roll out client success programs to increase product utilization and ensure client retention and renewal

Knowledge and Skills Required:

- Education: Any Graduate, MBA will be a plus point (Tier 2 B Schools)

- 3-7 years of experience in Client Service/ Service Delivery

- Excellent interpersonal and communication skill (oral and written)

- Should have Corporate Client Service (B2B) expertise

- Knowledge of dotcom domain will be a plus point

- Must have MS Office understanding

- Hustler, Growth Hacker