About the Role:
The person will be reporting to the Head-Service Delivery and would act as a bridge between the assigned clients and the management. He would be a SPOC for the assigned clients and will play a key role in managing the entire life cycle right from customer on boarding to the retention.
Responsibilities:
• Work as a face of the company for assigned clients and managing all the aspects of those clients.
• Collaborate internally with respective teams to get the job done and deliver it to client.
• Collaborate and communicate with customer’s key stakeholders and manage their expectations.
• Capture client’s needs and be able to articulate in clarifying ambiguities and assertive in putting
• company’s view point as well.
• Identify current areas of opportunities and engagement for growth and provide key inputs to the sales team.
• Nurture a healthy connection with client stakeholders and get the strategic insights of the competitive threats.
• Work as a Subject Matter Expert in products and services being offered to the clients.
Should be able to identify training needs and fulfil such needs while liaising with internal stakeholders.
• Ensure clients embrace and understand the business value from the product and services being delivered to them. Be an agent to bring customer delight in all dealings.
• Liaise with internal teams to create a near- and long-term account success plan, maximizing product utilization and adoption while delivering on business objectives of growth, retention and repeat business.
• Be on toes to identify areas for optimization, improvement and maturity while continuously evaluating and analyzing client’s business practices and evolve with their organization structure.
• Work and analyze large data sets on daily basis and provide required insights to the clients.
• Manage the escalations from the clients and be able to adapt to the situation in hand without being panicky. Be able to lead and sail through situations almost independently.