Role: Client success manager

Experience: 3 to 4 years

Job: Full time

Job Responsibilities
• Responsible for managing a portfolio of company Clients for their branding and marketing needs.
• Be the single point of contact for the client’s day-to-day needs, queries, and issues and provide timely resolution to ensure client satisfaction.
• Should set the right expectations with the client in terms of project delivery timelines as received from the delivery team. Should be forthright in communicating any delays before client escalations.
• Understand client requirements/briefs from the business development team. Get the project plan for the same with timelines from the delivery team and follow-up to ensure timelines are met.
• Allocate proper briefs to team members, lead & guide the team for effective planning & execution.
• To be responsible for client retention and growth by adhering to the quality and timeliness of annual maintenance contracts.
• To support management in developing benchmarking, and deploying client service strategies focused on client retention and delight.
• To handle everyday coordination with clients, and service them timely with the help of the delivery team. Raise red flags for delays internally and communicate with clients in advance.
• Research the brand to get information on brand essence, competition, past consumer connects programs etc.
• To ensure immediate response to client issues as per severity and priority.

Skills Required
• Great communication skills – written and oral.
• Ability to build rapport with clients /team.
• Familiarity with tools like PowerPoint, Excel, Word, etc.
• Ability to multi-task and work under pressure/deadlines.
• Ability to pay attention to detail.
• Ability to research solutions with a problem-solving attitude.
• Ability to work in an organized manner