Advanced Client Services Professional

1 day ago

Gurgaon, Haryana, India beBeeService Full time ₹ 1,04,000 - ₹ 1,30,878
Senior Client Delivery Specialist Job Description

The Senior Client Delivery Specialist is a high-level professional responsible for overseeing the end-to-end delivery of managed services contracts to clients. This role supports the business and protects the company's reputation by taking responsibility for contract management for local, medium to large complexity contracts and works closely with cross-functional teams to ensure client expectations are met and exceeded, and takes responsibility for service delivery and contract profitability for their assigned client contracts.

The Senior Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving. What you'll be doing

  • Ensure client satisfaction by delivering services according to agreed service definitions and Service Level Agreements (SLAs).
  • Act as the primary point of contact for client inquiries, escalations, and feedback.
  • Understand client business needs and objectives to tailor required services accordingly.
  • Deliver successful managed services to clients, meeting service level agreements (SLAs) and quality standards.
  • Collaborate with technical teams to resolve client issues and incidents promptly.
  • Monitor and assess client satisfaction regularly through feedback mechanisms.
  • Take proactive measures to address client concerns and continuously improve service quality.
  • Develop account plans and strategies to enhance client engagement and retention.
  • Identify opportunities for upselling or cross-selling additional services.
  • Implement new services, upgrades, and projects for clients.
  • Coordinate project timelines, resources, and deliverables to ensure successful outcomes.
  • Align service delivery with contractual agreements and compliance requirements.
  • Consult with legal teams to address contract escalations and governance.
  • Monitor and report on contract performance.
  • Manage financial aspects of client accounts, including budgeting and forecasting.
  • Manage billing and invoicing processes.
  • Collaborate with technical teams to ensure client environments are stable, secure, and up to date.
  • Stay informed about industry trends and emerging technologies to provide informed recommendations to clients.
  • Identify and mitigate risks associated with service delivery and client relationships.
  • Develop contingency plans for potential disruptions.
  • Maintain accurate records, client documentation, and incident reports.
  • Provide regular reports on service performance and client satisfaction to internal and external stakeholders.
Required Skills and Qualifications
  • A strong analytical mindset and ability to manage coordinated service delivery.
  • An advanced understanding of managed services, including infrastructure, cloud, security, and support.
  • Proficiency in project management and ITIL frameworks.
  • Excellent communication, negotiation, and problem-solving skills.
  • Business acumen and financial knowledge for budgeting, forecasting, and billing.
  • Familiarity with IT service management frameworks.
  • Ability to work under pressure and possess exceptional organizational skills and attention to detail.
  • Capacity to work collaboratively with cross-functional teams.
  • Adaptability and customer-focused mindset.
Benefits

This role offers opportunities for growth and development within a dynamic organization.

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