About the Role:
At Advith ITeC, we bridge finance, accounting, tax, and enterprise technology for high-growth businesses. As our Senior – Engagement Excellence, you will be the client's trusted single point of contact across their engagement lifecycle — owning onboarding, proactive communication, and calm, structured resolution of escalations. You will also work alongside the Engagement Excellence Manager to diagnose the root causes of client issues, present findings to stakeholders, and convert every de-escalation into a permanent process improvement so the same issue does not recur.
Location: Mangaluru/Udupi
Key Responsibilities:
Client Escalation & Retention Governance:
• Serve as the primary client-side point of contact for escalations across Micro Business, Enterprise, and VCFO/VFC verticals.
• Own all client communication during an escalation — intake, empathetic containment, structured status updates, and closure confirmation.
Client Onboarding & Transition Management:
• Own the end-to-end client onboarding lifecycle (first 30–45 days),
ensuring client expectations match operational delivery realities.
• Coordinate kickoff calls, establish communication cadences, baseline access credentials, and standardize client-facing engagement charters.
• Hand over the account to regular delivery teams only after achieving the defined ‘Client Comfort Score’ and milestone stability.
Delivery Assurance & Quality Gating (Automation Projects):
• Act as the final quality gatekeeper for milestone-based projects (Digital Automation and Process improvement engagements).
• Review deliverables for adherence to client objectives, structure, presentation hygiene, and contractual scope prior to final sign-off.
• Facilitate alignment meetings between client leadership and internal technical teams to prevent scope creep and schedule slippage.
Root Cause Analysis[RCA] Support & Stakeholder Presentation:
• Support the Engagement Excellence Manager in conducting RCAs by collating cl