Description:

The Assistant Manager Client Servicing will own servicing outcomes for a portfolio of large enterprise accounts while leading and managing a team of client servicing professionals.

The role combines people leadership, process ownership, and enterprise stakeholder management, with a strong focus on operational rigor and long-term account success.

What You'll Do:

Enterprise Account Ownership & Governance

- Own overall servicing, relationship management, and delivery outcomes for assigned enterprise accounts

- Act as a strategic partner to client stakeholders by understanding their operational workflows, challenges, and KPIs

- Establish structured account governance through regular reviews, service reports, and alignment discussions

- Ensure Roadcast delivers consistent value aligned with client business objectives

Team Leadership & Execution

- Lead, mentor, and manage a team of Client Servicing Executives / Managers

- Set clear goals, service expectations, and performance standards for the team

- Monitor workload distribution, response times, and resolution quality

- Coach team members on stakeholder management, escalation handling, and problem-solving

- Act as the first leadership escalation point for complex or high-impact client issues

Service Delivery, SLAs & Escalation Management

- Define, monitor, and enforce SLAs, turnaround times, and service KPIs across accounts

- Ensure effective escalation frameworks are followed internally and with clients

- Coordinate with Tech, Product, Support, and Ops teams to drive timely issue resolution

- Proactively identify risks to service quality and implement corrective actions

Customer Health, Retention & Renewals

- Track customer health metrics, usage trends, and satisfaction indicators

- Identify early warning signs of churn or dissatisfaction and drive mitigation plans

- Work closely with the Head of CS / Sales teams on renewals, contract continuity, and account stability

- Support upsell, cross-sell, and expansion initiatives by identifying opportunities within existing accounts

Process Ownership & Operational Excellence

- Own and continuously improve servicing processes, workflows, and documentation

- Ensure strong CRM discipline, accurate reporting, and data visibility across accounts

- Drive standardization of onboarding, servicing, review, and escalation processes

- Share insights and feedback with the Head of CS / Ops to improve scalability and efficiency

Cross-Functional Collaboration

- Act as a bridge between clients and internal teamsProduct, Tech, Operations, and Support

- Provide structured, data-backed client feedback to influence product improvements and roadmap decisions

- Ensure internal alignment on client priorities, commitments, and delivery timelines

What We're Looking For:

- 6-8 years of experience in Client Servicing, Customer Success, Account Management, or Operations

- Minimum 2-3 years of experience managing or leading client-facing teams

- Strong exposure to enterprise client environments, preferably in SaaS, logistics, or tech-enabled platforms

- Proven experience in SLA management, escalations, and complex stakeholder handling

- Strong leadership, communication, and decision-making skills

- Hands-on experience with CRM systems, ticketing tools, and service metrics

- Ability to balance strategic thinking with hands-on execution