Customer Success Manager
- Bangalore, Karnataka
- Rs. 7,00,000 per year
- Permanent
- Full-time
- Client Onboarding
- Smooth Transition
- Coordinate all activities from client handover to full operationalization
- Relationship Management
- SLA & Contract Management
- Client Nurturing
- Regularly engage with client stakeholders to address issues and escalate appropriately
- Service Delivery
- Monitor service-level agreements and ensure contractual commitments are met
- Issue Resolution
- Proactively resolve operational or compliance-related client issues
- Escalation Management
- Reporting
- Client Reporting
- Provide timely MIS reports, dashboards, and feedback loops to clients
- Renewal Management
- Upsell/Cross-sell Support
- Support renewals and upselling of benefits and workforce solutions
- Voice of Customer (VOC)
- Client Feedback
- Set up feedback mechanisms, analyze input, and drive corrective actions
- Coordination
- Internal Alignment
- Work closely with Central Operations, Compliance, Finance, and Delivery teams for aligned customer experience
- Client Onboarding TAT: 100% onboarding within agreed SLA
- CSAT (Customer Satisfaction Score): 85% positive
- Issue Resolution Time: 95% issues resolved within TAT
- Client Retention Rate: 95%
- SLA Adherence: 98%
- Upsell Opportunities Identified: Minimum 1 per key client per quarter
- Escalation Rate: < 3% of total tickets raised
- Monthly/Quarterly Client Reviews Conducted: 100% of key clients covered
- O1: Ensure seamless client onboarding and operational handover
- O2: Deliver best-in-class client servicing for staffing and apprenticeship solutions
- O3: Drive client renewal and account expansion
- O4: Institutionalize a culture of client-centricity across SAHI delivery teams
- KR1: 100% onboarding completion within SLA
- KR2: Zero escalations during onboarding
- KR3: Client documentation completed within 7 working days
- KR1: Maintain 85% CSAT across clients
- KR2: Resolve 95% of client issues within 3 working days
- KR3: Conduct quarterly VOC analysis and improvement actions
- KR1: Achieve 95% client renewal rate annually
- KR2: Identify and support at least 1 cross-sell/upsell initiative per quarter per strategic client
- KR3: Support client transitions into additional SAHI offerings (housing, insurance, EWA)
- KR1: Conduct 1 customer success workshop per quarter for internal teams
- KR2: Integrate client feedback loops into monthly operational reviews
- KR3: Achieve >90% internal training participation rate
- Bachelors or Masters degree (preferably MBA in Sales/Marketing/Operations)
- 48 years in customer success, client management, account management roles (preferably in staffing, manpower services, or allied industries)
- Experience in staffing, HR solutions, apprenticeship programs, or allied services highly preferred
- Proficiency in CRM systems (Zoho, Salesforce) and reporting tools (Excel, PowerPoint)
- Excellent relationship management, communication, and problem-solving skills
- Ability to handle multiple priorities and work cross-functionally in a fast-paced environment
- Proactive, ownership-driven approach with a strong focus on customer experience
Expertia AI Technologies