Position Title: Manager – Client Success & Operations
Location: Malad Mumbai (Work from Office)
Reporting To: Leadership Team / Business Head
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for assigned client accounts.
- Build and maintain strong client relationships.
- Manage client expectations and ensure a high level of customer satisfaction.
- Conduct regular review meetings with clients and key stakeholders.
- Identify opportunities for service enhancement, renewals and business growth.
Service Delivery & Operations
- Ensure timely resolution of client queries, incidents and service requests.
- Monitor service levels and adherence to agreed timelines.
- Coordinate with internal teams to ensure smooth implementation and support delivery.
- Drive process improvements to enhance operational efficiency and client experience.
- Maintain accurate client records, reports and communication logs.
Team Leadership
- Lead, mentor and develop the Client Success/Support team.
- Allocate workloads and monitor team productivity.
- Conduct performance reviews, coaching and capability-building initiatives.
- Establish service standards and best practices.
- Act as the escalation point for critical client concerns.
Stakeholder Management
- Collaborate closely with Product, Development, Implementation and Leadership teams.
- Manage internal and external stakeholder expectations.
- Facilitate effective communication across functions to ensure timely issue resolution
Experience & Qualifications
- Graduate in any discipline; BCA, MCA, B.Sc. or equivalent preferred.
- 5–8 years of experience in Client Success, Customer Support, Service Delivery, Account Management or Operations.
- Minimum 2 years of team handling and stakeholder management experience preferred.
- Experience working with software products, SaaS platforms, IT services, automation solutions or similar domain
- Strong communication, presentation and stakeholder management skills.
Why Join Us?
At E-Trends Technologies, you'll have the opportunity to work on enterprise solutions that serve leading organizations across industries. We offer a collaborative environment, exposure to diverse client engagements, opportunities to take ownership, and the ability to contribute directly to the growth of innovative products and services.
Pay: ₹400,000.00 - ₹600,000.00 per year
Work Location: In person
