Client Retention Manager

2 weeks ago

Indore, Madhya Pradesh, India Delhivery Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities Person Specifications- Skillsets/Education


• Functional Skills - Good communication and presentation skills; Strong in Excel (any knowledge of VBA, SQL, R, python would be an added advantage)


• Experience years of relevant exp in Logistics industry with exposure to key account management, client retention and client servicing


• Behavioural Skills - Good communication and analytical skills. Excellent customer service skills in the areas of problem-solving, task prioritization and follow-up. Ability to work well in a team environment. Collaborate with internal and external resources in order to gain credibility with senior management. Proactive and self-driven with a great sense of ownership. Good in negotiation and persuasion.


• Nurturing client relationships, building Positive client experience and maintaining strong client relationships, retaining the business, and identifying growth opportunities


• Create a client success roadmap - a clear roadmap of the clients experience across all touchpoints. i.e., Transition Plan for new onboarding, client engagement model, service precisions & SOP management, etc


• Cross-Selling and Up-selling to the client base and growing the account to achieve the targets


• Be the customer's focal point by liaising closely with various stakeholders within the company thus ensuring their queries/ issues are addressed


• Metric management - Work towards ensuring all the assigned metrics are in green with appropriate root causing and solutioning as and when required


• Conducting business reviews with clients and focusing on service delivery experience Travel to various centers / client locations within the country for client visits/ audits/business launches/ client meetings as and when required


• Liaising with internal departments to ensure client requirements are fulfilled


• Escalating and resolving areas of concern as raised by clients


• Monitoring performance against service level agreements and flagging potential issues for timely resolution

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