Manager - Client Relations - Job Portal

Key Responsibilities:

- Responsible to manage and provide comprehensive after sales service to India SMB clients of Monster

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

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

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

- Close collaboration with other functions/stakeholders

- Direct involvement in handling top accounts

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

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

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

- Generate and maintain Service usage reports regularly

- Focus on CSAT and FCR scores

- Handle Inbound and Outbound processes to help clients

- 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

- 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.

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

- Establish and monitor teams' KPIs to drive productivity and performance

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