Associate Manager – Client Relation

Work Mode- Hybrid

Shift Time: 5:00 PM-2:00 AM, 6:00 PM-3:00 AM

Sakon offers a SaaS platform and services to optimize enterprise mobility expenses, lifecycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines workflows, provides insights, and ensures accurate reporting. Features include invoice auditing, lifecycle management, 24x7 support, and seamless ServiceNow integration. Additional services like MDM administration and BYOD management enhance operations, driving savings and efficiency. SAKON empowers employees with self-service and real-time updates via a branded portal, app, email, chat, or ServiceNow. It streamlines policy management, optimizes costs, addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON delivers insights, ensures compliance, and drives efficiency across mobile inventory and expenses.

We are seeking a highly motivated and experienced Customer Relationship Manager (CRM) / Service delivery professionals to oversee and enhance customer relationships while ensuring a seamless customer experience.

This role is critical in driving customer success, ensuring operational excellence, and fostering long-term partnerships that contribute to the organization's growth objectives.

The ideal candidate will proactively manage risks, improve customer satisfaction, align customer expectations, and maintain effective communication with clients and internal teams. This role requires strong analytical, communication, and problem-solving skills to effective Service Delivery.

Risk Management





Monitor escalation trends for all managed services functions and volume patterns for delivery teams to identify potential risks.

Identify and resolve subjective operational risks that may impact service delivery for Managed Services.

Review data to detect and mitigate revenue leakage, ensuring financial integrity.

Identify communication risks and implement strategies to prevent misunderstandings or misalignment.

Customer Experience

Monitor customer support tickets to ensure that requests and issues raised are addressed promptly.

Drive improvements in key metrics such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).

Ensure timeliness for Managed Services Delivery while proactively informing clients of any blockers or delays.

Maintain high standards for client support response times with clear, effective communication.

Lead Monthly Business Reviews (MBRs) and participate in Quarterly Business Reviews (QBRs) to discuss performance metrics, updates, and strategic plans for Managed Services with clients.

Perform quarterly reviews of business services offered to customer to ensure alignment with client needs.

Keep detailed records of client meeting notes as well as internal meeting notes for future reference and action planning.





Foster collaboration between the CRM team and the Customer Success Management (CSM) team for aligned goals.

Analyse data trends to uncover actionable insights that can be shared with customers for added value.

Manage issues/escalations proactively by addressing them before they impact customer relationships or operations.

Proven experience in customer relationship management or a related field (e.g., account management, customer success).

Strong analytical skills with the ability to interpret data trends and identify risks or opportunities.

Demonstrated ability to manage escalations, resolve conflicts, and build long-term customer relationships.

Proficiency in CRM tools/software for tracking client interactions and maintaining records accurately.

Key Performance Indicators (KPIs):

Timely response and resolution for support requests received.

Proactive escalation management.

Reduction in escalation volumes – Effectively and timely de-escalating, Ave Response times, through proactive risk management strategies.

Our diverse team of engineers, telecom experts, and CPAs share a passion for innovation and service. Driven by collaboration, our global teams deliver exceptional customer experiences, combining technical expertise with a human touch to achieve great results with enthusiasm and care.

Flexible Holiday Policy (choose your own holidays)

Hybrid Working Options

Life & Medical Insurance

Employee well-being activities

Level 1 operations/ Technical Round

Level 2 operations/ Technical Round

HRBP Round – Salary discussion & Cultural fitment check

📌 Manager or Associate Director - Client Support Services (Pune)
🏢 Sakon
📍 Pune