Senior Manager, Client Coordination
Reports to: VP, Operations
Location: Vadodara, India. Team to manage Globally
Shift Hours: US shift Time

Position summary.
The Senior Manager, Client Coordination leads VikingCloud’s Client Coordinator (CC) team — the group of client advocates who keep every function that touches an account aligned, serves as main conduit for daily operations and communications, and ensures VikingCloud responds to the client as whole. This role owns the operating model that makes that work possible, the key retention activities that surround the client and leadership of the people who carry it out on a daily basis.
You will build and lead a team of approximately 12 Client Coordinators spanning Vadodara, the US, the EU and the Philippines. You will own ensuring that the team is maintaining sight of all key metrics and activities surrounding their client(s), monitoring the team activity to ensure things are being done in an productive,



client-centric way and continuously improving the tools and processes of the team to deliver the best results for both the client and VikingCloud. You also own the Red Account Process itself — the escalation design, the cadence standards, and the documentation discipline the CC role is built on — evolving it as the client base and the team grow.

Key responsibilities.
Own and evolve the Client Coordination operating model.
• Own the Red Account Process (the CC operating procedure): its escalation design, cadence standards, and documentation requirements, partnering with the VP, Operations on major changes to the model.
• Translate the model into the day-to-day standards CCs are held to, and rewrite what stops working as the client base and product lines change.
• Decide when an account needs the full CC model applied (a red account) versus the standard cadence, and keep that judgment consistent across the team.

Build and lead a distributed team.
• Hire, onboard, and develop a team of approximately 12 Client Coordinat

📌 Senior Manager, Client Coordination (Vadodara)
🏢 VikingCloud India
📍 Vadodara