Role & responsibilities :

Client Relationship Management

- Serve as the primary point of contact for assigned clients, building trusted and long-term relationships.
- Understand client business objectives, operational challenges, and service expectations.
- Conduct regular client meetings, business reviews, and engagement sessions to assess satisfaction and identify improvement opportunities.
- Proactively communicate project updates, risks, dependencies, and key milestones to clients.
- Ensure timely follow-up on client requests and maintain high standards of service excellence.

Client Engagement and Delivery Coordination

- Coordinate with internal teams, including Product, Engineering, Operations, Support, and Project Management, to ensure timely delivery of client commitments.
- Translate client requirements into actionable tasks and communicate expectations clearly to relevant stakeholders.
- Monitor engagement progress, service deliverables, and agreed-upon performance metrics.
- Facilitate client onboarding, implementation activities, product demonstrations, training, and knowledge-transfer sessions as required.
- Identify delivery risks and work with relevant teams to develop mitigation plans.

Issue Resolution and Escalation Management

- Act as the escalation point for complex client concerns, service issues, and delivery challenges.
- Drive root-cause analysis and coordinate corrective and preventive actions.
- Ensure issues are tracked, prioritized, and resolved within agreed timelines and service-level agreements (SLAs).




- Maintain transparent communication with clients throughout the resolution process.
- Identify recurring issues and recommend process improvements to prevent future occurrences.

Client Satisfaction and Business Growth

- Monitor client satisfaction, engagement health, retention indicators, and service performance.
- Identify opportunities for account expansion, cross-functional collaboration, and additional service adoption.
- Partner with account management and business development teams to support client retention and growth initiatives.
- Gather client feedback and share actionable insights with Product and Engineering teams.
- Drive initiatives that improve the overall client experience and strengthen client loyalty.

Leadership and Process Improvement

- Provide guidance and mentorship to client engagement team members.
- Establish consistent engagement practices, communication standards, and reporting mechanisms.
- Develop and maintain client engagement plans, action trackers, risk logs, and performance reports.
- Identify opportunities to streamline workflows, improve operational efficiency, and enhance service delivery.
- Support the development of best practices, playbooks,



and standard operating procedures for client engagement.

Preferred candidate profile

- Bachelor's degree in Business Administration, Management, Healthcare, Information Technology, or a related discipline.
- 6-8 years of relevant experience in client engagement, client services, account management, customer success, or service delivery.
- Demonstrated experience managing enterprise clients and coordinating cross-functional teams.
- Robust understanding of client relationship management, stakeholder communication, and escalation management.
- Experience tracking service-level agreements, key performance indicators (KPIs), and client satisfaction metrics.
- Proven ability to manage multiple priorities, resolve complex issues, and deliver results within defined timelines.
- Excellent verbal and written communication, presentation, negotiation, and interpersonal skills.

Preferred Skills

- Experience working with enterprise software, SaaS products, technology services, or healthcare technology organizations.
- Familiarity with CRM and client management platforms such as Salesforce, Microsoft Dynamics, or similar tools.
- Knowledge of project management methodologies, service management processes, and continuous improvement practices.
- Experience preparing executive-level presentations, client reports, business reviews, and engagement dashboards.
- Strong analytical, organizational, and decision-making abilities.
- Ability to work with senior stakeholders and manage client expectations in a dynamic environment.

📌 Client Engagement Strategist (Bengaluru)
🏢 Zeomega Infotech
📍 Bengaluru