Position Title: Manager – Client Success & Operations
Location: Malad Mumbai (Work from Office)
Reporting To: Leadership Team / Business Head
Key Responsibilities
Client Relationship Management
Serve as the primary point of contact for assigned client accounts.
Build and maintain solid client relationships.
Manage client expectations and ensure a high level of customer satisfaction.
Conduct regular review meetings with clients and key stakeholders.
Identify opportunities for service enhancement, renewals and business growth.
Service Delivery & Operations
Ensure timely resolution of client queries, incidents and service requests.
Monitor service levels and adherence to agreed timelines.
Coordinate with internal teams to ensure smooth implementation and support delivery.
Drive process improvements to enhance operational efficiency and client experience.
Maintain accurate client records, reports and communication logs.
Team Leadership
Lead, mentor and develop the Client Success/Support team.
Allocate workloads and monitor team productivity.
Conduct performance reviews, coaching and capability-building initiatives.
Establish service standards and best practices.
Act as the escalation point for critical client concerns.
Stakeholder Management
Collaborate closely with Product, Development, Implementation and Leadership teams.
Manage internal and external stakeholder expectations.
Facilitate effective communication across functions to ensure timely issue resolution
Experience & Qualifications
Graduate in any discipline; BCA, MCA, B.Sc. or equivalent preferred.
5–8 years of experience in Client Success, Customer Support, Service Delivery, Account Management or Operations.
Minimum 2 years of team handling and stakeholder management experience preferred.
Experience working with software products, SaaS platforms, IT services, automation solutions or similar domain
Robust communication, presentation and stakeholder ma