Job Description
We are seeking Operations & Customer Success Executive to manage key client accounts, ensure smooth service delivery, and drive improvements across customer experience and operational workflows. This role involves pre-sales and post-sales support, client relationship management, and leading customer success teams to deliver service excellence.
Responsibilities:
- Manage key accounts, client onboarding (pre-sales), and customer success (post-sales), ensuring service quality aligns with SLAs.
- Monitor and improve customer experience and transit times through regular reviews and process enhancements.
- Lead and mentor the client success team, providing day-to-day support for customer queries.
- Act as the senior point of contact for escalated service and operational issues.
- Manage customer service improvement plans to boost satisfaction and ensure timely reporting on SLAs and service performance.
- Maintain accurate customer information in relevant databases.
- Assist with service management contract negotiations and pre-sales presentations, as needed.
- Conduct regular executive service reviews with senior management.
- Collaborate with the Account Management team to identify service management revenue opportunities.
- Oversee the post-sales customer service team, both locally and remotely.
- Implement improvement plans to mitigate nancial impacts of SLA failures or major disruptions.
- Handle any other ad-hoc tasks as assigned.
Requirements:
- Bachelor's degree in Operations, Business, Information Science, or related eld.
- Minimum 3 years of experience in customer service, customer success, or related roles.
- Proven ability to execute strategic plans and drive process improvements.
- Experience managing cross-functional teams, collaborating with sales, product, and technical support.
- Strong analytical, problem-solving, and data analysis skills for strategic decision-making.
- Customer-focused with excellent interpersonal and relationship management skills.
- Proactive with the ability to eciently manage and resolve escalations.
- Ability to translate ambiguity into actionable plans and maintain optimism in challenging situations.
- Strong understanding of technology, products, and services, with the ability to communicate technical details to non-technical clients.
- Experience in process improvements, leveraging technology, and automating for service eciency.
- Excellent communications skills, with the ability to address diverse audiences and resolve conicts eectively.
