This role is responsible for ensuring client satisfaction, successful service delivery, issue resolution, and long-term client retention, within the digital marketing, restaurant, food retail, hospitality, hotel, retail, e-commerce, and so on.

Client Success & Relationship Management

• Serve as the primary point of contact for assigned client accounts.
• Client hunt, successfully onboarding new client, and sourcing potential client data.
• Build and maintain long-term professional relationships with clients.
• Develop a strong understanding of each client's business goals, priorities, and operational requirements.
• Conduct regular client follow-ups and relationship-building activities.
• Anticipate potential concerns and proactively address risks before they escalate.
• Ensure a consistently positive client experience throughout the engagement lifecycle.

Customer Support & Issue Resolution

• Respond to client inquiries, requests, and concerns in a timely and professional manner.
• Take ownership of issues from identification through final resolution.
• Manage escalations and communicate effectively during critical situations.
• Coordinate with internal departments to resolve operational, technical, and service-related issues.
• Maintain accurate records of client communications, action items, and resolutions.

Client Meetings & Communication

• Lead onboarding and client orientation sessions.
• Conduct regular client meetings via Zoom, Google Meet, or Microsoft Teams.
• Prepare meeting agendas, summaries, and follow-up action plans.
• Present service updates, project progress, and improvement recommendations.
• Ensure commitments made to clients are completed within agreed timelines.

Responsibilities include:

• Translating client requests into actionable internal tasks.
• Coordinating deliverables across departments.
• Monitoring project progress and follow-up activities.
• Ensuring alignment between client expectations and internal execution.

Client Retention & Growth

• Monitor client satisfaction and account health.
• Identify recurring challenges and recommend improvements.
• Support client retention initiatives.
• Identify opportunities to increase client value and strengthen relationships.
• Help improve service processes and customer experience standards.
• Contribute to long-term account growth and stability.

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): E-commerce, IT Enabled Service, Software Company

Additional Requirements:

Minimum 2 years of experience in one or more of the following:

• Customer Success
• Client Success
• Digital Marketing
• Client Servicing
• Customer Support
• BPO / ITES
• SaaS
• Digital Agency Operations
• IT Services
• E-commerce

Social Media Management

• Excellent spoken and written English communication skills.
• Experience handling multiple client accounts simultaneously.
• Strong organizational and problem-solving abilities.
• Ability to manage priorities in a fast-paced environment.
• Proficiency in business communication and professional reporting.

Strongly Preferred Experience

• Candidates with experience supporting clients from: United States, United Kingdom, Australia will receive preference.

Industry experience in the following sectors will be highly advantageous:

• Digital Marketing
• Restaurants
• Food Retail
• Hospitality
• Hotels
• Retail
• E-commerce

Technology & Tools

Experience with any of the following will be considered an advantage:

• Microsoft Teams
• Quickbooks
• Zoom
• Google Workspace
• ClickUp
• Trello
• Shopify
• WooCommerce
• AI Productivity Tools (ChatGPT, Microsoft Copilot, Claude etc.)

Communication Requirements:

• The successful candidate must be able to:
• Conduct client meetings independently in English.
• Write professional emails and reports.
• Communicate confidently with business owners and decision-makers.
• Prepare meeting notes, client updates, and action plans.
• Manage sensitive discussions professionally and diplomatically.

An English communication assessment may be conducted during the recruitment process.