Role & responsibilities
Nurturing client relationships, building Positive client experience and maintaining strong client relationships, retaining the business, and identifying growth opportunities
Create a client success roadmap - a clear roadmap of the clients experience across all touchpoints. i.e., Transition Plan for new onboarding, client engagement model, service precisions & SOP management, etc
Cross-Selling and Up-selling to the client base and growing the account to achieve the targets
Be the customer's focal point by liaising closely with various stakeholders within the company thus ensuring their queries/ issues are addressed
Metric management - Work towards ensuring all the assigned metrics are in green with appropriate root causing and solutioning as and when required
Conducting business reviews with clients and focusing on service delivery experienceTravel to various centers/ client locations within the country for client visits/ audits/ business launches/ client meetings as and when required




Liaising with internal departments to ensure client requirements are fulfilled
Escalating and resolving areas of concern as raised by clients
Monitoring performance against service level agreements and flagging potential issues for timely resolution

Preferred candidate profile
Functional Skills - Good communication and presentation skills; Solid in Excel (any knowledge of VBA, SQL, R, python would be an added advantage)
Experience - 2+years of relevant exp in Logistics industry with exposure to key account management, client retention and client servicing
Behavioral Skills - Valuable communication and analytical skills. Excellent customer service skills in the areas of problem-solving, task prioritization and follow-up. Ability to work well in a team setting. Collaborate with internal and external resources in order to gain credibility with senior management. Proactive and self-driven with a great sense of ownership. Valuable in negotiation and persuasion.

📌 Am Retention Mumbai
🏢 Delhivery
📍 Mumbai