Senior Manager - Client Servicing - Services Industry

- Reporting To Vice President (Client Servicing) Purpose of the Role

 - Responsible for ensuring enhanced customer experience, meeting revenue targets from existing clients and managing ongoing collections from the assigned accounts

 Qualification - BE or MBA or BE+MBA Work Experience 

- Minimum 8 years of experience in account management in Services Industry ; Has managed CHRO/CXO Level Clients. - Has handled clients from Top IT / ITeS / Technology companies / E-Commerce companies / BFSI companies and SMB accounts

Key Responsibilities :

- Drive achievement of commercial targets including generation of new business (up sell/ cross sell), maintaining current business and cash management (collections). 

- Responsible for customer retention by ensuring a high level of customer engagement for all the accounts under his/her purview. - Monitor client delivery on an ongoing basis to ensure agreed SLAs and KPIs of the contract are strictly implemented - Ensure continuous support and proactive issue resolution to the clients and handle all the escalations. 

- May escalate to senior team members whenever required. 

- Understand client business objectives to build a pipeline of future work. 

- Lead and nurture the client servicing team by monitoring performance on an ongoing basis and ensuring continuous development of the team.

 - Pro-actively work with - Operations department, Credit Control team & invoicing team to manage delivery and invoicing 

- Generate a network of prospects through referencing from existing clients - Ensure proper end to end process documentation and expectation mapping at the time of new clients- onboarding/contracting

Key Skills :

- Need for Achievement (nAch) ; Relationship Management; Negotiation Skills ; Customer Centricity ; Good knowledge of MS office ; Excellent verbal and written communication skills Measure of Success ; Increased Customer Satisfaction Score ; Revenue Target from Existing Clients; Collections TAT