Job Description – Manager (Client Relationship & Operations)About Business Skool
Business Skool was founded in 2009 by Mr. Vishal Shah with a vision to transform ideas into impactful execution. We empower MSMEs through Business Consulting, Training, and Business Transformation Programs that help organizations achieve sustainable growth and operational excellence.
Our expertise spans Manufacturing, Real Estate, Services, Trading, and Retail industries through Workshops, Foundation Programs, Business Transformation Programs, and customized consulting solutions.
Position Details
Designation: Manager – Client Relationship & Operations
Department: Client Success / CRM / Service Operations
Reporting To: Management
Employment Type: Full-Time
Job Location:
Business Skool
309, Atlanta Shopping Mall,
Bhirad Road, Althan,
Surat – 395017, Gujarat
Role Purpose
The Manager – Client Relationship & Operations will lead the entire Client Relationship Management (CRM) and Service Operations function, ensuring an exceptional client experience from onboarding through successful service delivery and long-term relationship management.
The role is responsible for managing client relationships, leading a team of CRM professionals, coordinating with consultants and internal departments, ensuring seamless execution of consulting assignments, workshops, business transformation programs, and driving operational excellence across the organization.
The ideal candidate should be a strong leader with excellent client management, operational planning, and people management skills, capable of leading a team while maintaining high customer satisfaction and service quality.
The candidate should be willing to travel extensively across Gujarat for client meetings, consulting assignments, workshops, training programs, review meetings, business events, and operational requirements whenever required.
Key Responsibilities1. Client Relationship Management
- Build, maintain, and strengthen long-term relationships with clients.
- Ensure exceptional customer experience throughout the client lifecycle.
- Act as the primary escalation point for client concerns and service-related issues.
- Conduct regular client review meetings and maintain proactive communication.
- Ensure timely resolution of client queries and concerns.
- Improve client retention, engagement, and referral opportunities.
- Maintain professional communication through Calls, Emails, WhatsApp, and Meetings.
2. Client Onboarding & Customer Success
- Lead the complete onboarding process for newly enrolled clients.
- Ensure Welcome Emails, Welcome WhatsApp Messages, onboarding documentation, and CRM records are completed within defined timelines.
- Create and manage client WhatsApp Groups.
- Coordinate Client Discovery Meetings and Requirement Assessment Sessions with consultants.
- Ensure seamless handover from Sales to Service Team.
- Monitor every client's journey from enrollment to successful completion.
3. Service Delivery & Program Execution
- Oversee the execution of Workshops, Foundation Programs, Business Transformation Programs, Consulting Sessions, Seminars, and Business Events.
- Coordinate with Consultants, Trainers, Vendors, and Internal Teams.
- Ensure timely execution of client commitments with the highest service standards.
- Monitor schedules, logistics, attendance, documentation, and operational readiness.
- Ensure service quality and operational excellence across all client engagements.
4. Team Leadership & People Management
- Lead, manage, and develop a team of 10–15 CRM & Client Success professionals.
- Recruit, onboard, train, mentor, and coach team members to build a high-performing department.
- Define KRAs, KPIs, roles, responsibilities, and performance expectations for each team member.
- Allocate work, monitor productivity, and ensure timely execution of all client service activities.
- Conduct daily huddles, weekly review meetings, monthly performance reviews, and one-on-one coaching sessions.
- Monitor service quality, turnaround time (TAT), client satisfaction, and team performance.
- Review client interactions, documentation, and CRM records to maintain quality standards.
- Resolve team conflicts, operational challenges, and performance issues professionally.
- Identify training needs and implement continuous learning and development initiatives.
- Foster a culture of accountability, collaboration, ownership, discipline, and continuous improvement.
- Ensure adherence to company policies, SOPs, and operational processes.
- Coordinate effectively with Sales, Consultants, Finance, HR, Marketing, and Management for seamless service delivery.
- Develop future leaders within the CRM function through mentoring and succession planning.
5. Operations & Process Management
- Oversee day-to-day CRM and Service Operations.
- Develop and implement SOPs, service standards, and operational processes.
- Identify process gaps and implement continuous improvement initiatives.
- Ensure operational efficiency and effective workflow across departments.
- Monitor compliance with organizational policies and quality standards.
6. Documentation, Reporting & MIS
- Maintain accurate client database and CRM records.
- Track onboarding progress, service delivery, and client engagement.
- Prepare Daily, Weekly, and Monthly MIS Reports.
- Maintain documentation related to clients, services, and operational activities.
- Present performance reports and insights to Management.
7. Payment Coordination
- Monitor client payment status and collection reports.
- Coordinate timely payment follow-ups with relevant departments.
- Ensure accurate maintenance of payment records and client financial data.
Key Performance Indicators (KPIs)
- Client Satisfaction (CSAT)
- Client Retention & Renewal Rate
- Client Referral Rate
- Timely Client Onboarding
- Service Delivery Timeliness
- Team Productivity & Performance
- Employee Development & Retention
- CRM Data Accuracy
- SLA / TAT Compliance
- Payment Follow-up Efficiency
- Process Compliance
- Cross-Functional Coordination
Required Skills & Competencies
- Client Relationship Management
- Team Leadership & People Management
- Customer Success & Client Retention
- Operations Management
- Strategic Planning & Execution
- Problem Solving & Decision Making
- Conflict Resolution
- Communication & Negotiation Skills
- Event & Program Management
- Process Improvement
- Reporting & MIS
- CRM Software
- Microsoft Excel, Word & PowerPoint
Qualification
- Bachelor's Degree in Business Administration, Commerce, Management, or a related field.
- MBA or equivalent postgraduate qualification will be preferred.
Experience
- 5–8 years of experience in Client Relationship Management, Customer Success, Service Operations, Business Consulting, or Professional Services.
- Mandatory experience in leading and managing a team of 10–15 employees.
- Proven experience in hiring, mentoring, coaching, performance management, and team development.
- Experience in Consulting, Professional Services, Training, Education, or Business Consulting organizations will be preferred.
Preferred Candidate Profile
- Strong leadership and people management skills.
- Customer-first mindset with high ownership and accountability.
- Excellent interpersonal, communication, and stakeholder management skills.
- Ability to manage multiple clients, teams, and projects simultaneously.
- Highly organized, proactive, and result-oriented.
- Strong analytical and decision-making abilities.
- Professional presentation and business communication skills.
- High integrity, confidentiality, and commitment to service excellence.
- Willingness to travel extensively across Gujarat based on business requirements.
- Ability to represent Business Skool professionally during client meetings, consulting assignments, workshops, seminars, and business events.
Why Join Business Skool?
- Opportunity to work directly with Entrepreneurs, Business Owners, and Industry Leaders.
- Lead and build a high-performing Client Success & Operations team.
- Exposure to Business Consulting, Organizational Development, and Business Transformation projects.
- High ownership, leadership opportunities, and career growth.
- Dynamic, learning-oriented, and performance-driven work environment.
Interested candidates are requested to send their updated resume via WhatsApp at:
91040 98195
Pay: ₹45,000.00 - ₹60,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
Work Location: In person
