Role & responsibilities
- 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 experienceTravel 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
Preferred candidate profile
- Functional Skills - Good communication and presentation skills; Strong in Excel (any knowledge of VBA, SQL, R, python would be an added advantage)
- Experience - 2+years of relevant exp in Logistics industry with exposure to key account management, client retention and client servicing
- Behavioral 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.
