Senior Client Partner

1 day ago

Gurgaon, Haryana, India beBeeAccount Full time ₹ 1,04,000 - ₹ 1,30,878
Job Description

We seek a strategic Account Manager to drive business growth through expert content marketing advice, end-to-end project management, and superior service delivery. This pivotal role is responsible for liaising between clients and execution teams, managing area operations, analyzing performance metrics, and spearheading process improvement initiatives to ensure exceptional customer satisfaction and operational efficiency.

Key Responsibilities
  • Content Marketing Strategy & Development: Provide business analysis & advise on key Content Marketing channels and initiatives. This includes suggesting suitable target audiences and actively assisting in content development.
  • New Service Onboarding & Training: Be directly responsible for on-boarding new service offerings in the market and providing necessary trainings to ensure successful adoption.
  • Project & Client Management: Oversee end-to-end project management, serving as the primary liaison between the client and the execution team.
  • Operational Management & Problem Resolution: Manage area operations for rendering and achieving quality services. This involves monitoring high-end problem resolution teams on performance bottlenecks and ensuring timely resolution of issues.
  • Performance Analysis & Reporting: Conduct day-to-day analysis for operational metrics like SL (Service Level), CSAT (Customer Satisfaction), and Utilization, and generate reports at the process level. Prepare and present various weekly/monthly MIS (Management Information System) reports pertaining to process and productivity.
  • Value-Added Solutions & Grievance Handling: Provide value-added solution services by conducting program reviews. Monitor post-service activities such as follow-up with clients, service reminders, and handling customer grievances to ensure a superior solution center experience.
  • Queue Management & Timely Resolution: Manage queue handling and day-to-day analysis for maintaining SL. Monitor day-to-day resolution closures and case aging to ensure timely issue resolution.
  • Team Leadership & Development: Frame work direction & plan for associates after assessing their capabilities.
  • Process Improvement & System Implementation: Implement and migrate systems to upgraded versions to achieve efficiency in various operations. Spearhead process improvement initiatives to enhance overall effectiveness.
  • Target & Standards Setting: Set up targets, SOP (Standard Operating Procedures) & SLA (Service Level Agreements). Establish and maintain CTQ (Critical to Quality) / CTP (Critical to Process) targets and be involved in planning for the process.
Required Skills and Qualifications
  • Demonstrable track record of improving operational efficiency and achieving customer satisfaction goals.
  • Strong analytical, communication, and leadership skills.
  • Proven experience as an Account Manager or in a similar client-facing role with operational management responsibilities.
What We Offer

This position offers opportunities for professional growth and development in a dynamic and challenging environment.

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