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EXC Managed Services

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Location:

nGurgaon (Onsite, 5 Days a Week)n

Shift:

n5:30 PM – 2:30 AM ISTn

Work Mode:

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Work from Office only

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Eligibility Radius:

nGurgaon or within 30 kmn

Experience:

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Minimum 5+ Years (Mandatory)

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Domain Requirement:

nKPO / BPO / Managed Services (Mandatory)n

Customer Success Leader

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Role Overview

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The

nCustomer Success Leader will own client satisfaction, retention, renewals, and growth across managed service accounts. This role requires robust relationship-building skills, operational discipline, and the ability to drive outcomes in a delivery-heavy environment.n

Ideal for someone who understands

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BPO/KPO service delivery

n, speaks the language of clients, and can internally mobilize teams to exceed expectations.n

Key Responsibilities

n? Client Lifecycle & Relationship Managementn

- Own end-to-end customer success for key managed service clients
- Serve as the primary point of contact for escalations and strategic discussions
- Build long-term partnerships with global clients

n? Service Delivery & Experience Excellencen

- Ensure SLAs, KPIs, and service commitments are consistently met
- Proactively identify risks and opportunities within accounts
- Drive continuous improvement in service delivery and client experience

n? Cross-Functional Coordinationn

- Work closely with

nHR, Talent Acquisition, Admin, and IT to support client deliveryn

- Coordinate staffing, onboarding,



workforce planning, and resource readiness
- Align internal teams with client expectations and timelines

n? Growth & Account Expansionn

- Identify upsell, cross-sell, and expansion opportunities
- Support renewals and commercial discussions with leadership
- Good-to-have exposure:

ncontracts, legal coordination, finance invoicing, commercialsn

? Reporting & Governance

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- Present clear performance reports, client health dashboards, and action plans
- Maintain structured governance models with internal and external stakeholders

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Mandatory Requirements

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- ✅ 5+ years of experience in

nCustomer Success / Account Management withinn

KPO/BPO

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- ✅ Strong exposure to

nHR, Talent Acquisition, Admin, and IT in service delivery contextn

- ✅ Client-facing experience with international customers
- ✅ Strong persuasion, negotiation, and execution focus
- ✅ Willingness to work onsite, night shift (5:30 PM – 2:30 AM IST)

nWho Will Succeed in This Rolen

- Relationship-driven yet execution-focused
- Comfortable handling escalations and tough client conversations
- Influences without authority
- Obsessed with customer outcomes and retention

n✅ Common Non-Negotiables (Both Roles)n

- Work from Office – 5 Days
- Shift:

n5:30 PM – 2:30 AM ISTn
- Location:

nGurgaon or within 30 kmn
- Experience mandatory | No freshers
- KPO/BPO background only

Apply on Kit Job: kitjob.in/job/47ds7y

📌 Customer Success Manager (Gurugram)
🏢 EXC Managed Services
📍 Gurugram