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 client-side facts, timelines, communication records, and delivery evidence.




- Co-present RCA findings and corrective action plans to client stakeholders and internal leadership with clear, data-backed narratives.
- Track corrective actions to closure and verify client satisfaction post-resolution.

Process Improvement from De-escalation Learnings:

- Own the translation of escalation learnings into improved internal processes — updating SOPs, process documents, checklists, and client-facing templates so recurring issues are prevented.
- Work with the Reporting Heads to validate process changes and with operational teams to ensure they are adopted.

Operational Intelligence & Process Standardization:

- Collate and analyze systemic delivery trends, drafting actionable Engagement Excellence reports (Monthly/Quarterly) for leadership.
- Refine and enforce standard operating procedures (SOPs), governance checklists, and client interaction playbooks across service verticals.
- Run periodic CSAT, NPS, and post-onboarding pulse surveys, feeding positive outcomes into client advocacy programs and negative signals into proactive intervention.

Qualifications & Pre-reqsuisites:

- Master’s degree in Commerce, Finance, Business Administration, or related disciplines.
- 5–8 years of experience in Client Success, Service Delivery Governance, Engagement Management, or Operations in a professional services firm, accounting/consulting practice, or B2B SaaS/managed services environment.
- Robust functional literacy in business accounting, finance, or compliance lifecycles (enough to grasp what an angry client is complaining about without being bewildered by technical jargon).
- Proven track record of handling senior client stakeholders (Founders, CFOs, Finance Controllers) during difficult discussions.
- Strong written, analytical, and process-mapping acumen (familiarity with ticketing systems, Zoho, or operational dashboards).
- Strong presentation skills — ability to structure and present RCA findings, dashboards, and recommendations to senior client stakeholders (CFOs, Founders) and internal leadership, including the ability to present difficult news constructively.

📌 Customer Success Specialist (Mangalore)
🏢 Advith ITeC Private
📍 Mangalore