Client Service Specialist

We at Pine Labs are looking for those who share our core belief - Every Day is Game day. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Purpose - We are hiring for the role of Solution Specialist I - Client Servicing Role. In this role, the CS needs to ensure our existing clients are satisfied through after-sales care. Candidate must have the capability of executing a program as per the agreed SLA with client. Should have business & operations knowhow to deliver a project.

Role & responsibilities -

• Work on Strategic Accounts to execute projects.
• Build relationships with key employees among customers & internal stakeholders.
• Create plans to address clients business needs. Includes program SOW, execution plan.
• Act as point of contact for complaints and escalate issues as appropriate - Collaborate with internal teams (e.g. sales, engineers, program management and senior management) to address customers needs.
• Coordinate with external partners to deliver a project.
• Help sales team up-sell or cross-sell services and products.
• Help Sales efficiency team to work towards generating revenue targets and work on farming existing accounts.
• Intra team coordination & external vendor coordination: Coordinate with internal teams to execute a project as per the agreed statement of work. Coordinate with external vendors wherever applicable.
• Project Management: Overseeing the successful delivery of services or projects, collaborating with internal teams, and mitigating risks are key responsibilities.
• Client Retention and Growth: Identifying opportunities for upselling or cross-selling additional services and implementing strategies for long-term client retention and loyalty are important.
• Quality Assurance: Monitoring and assessing the quality of services delivered to clients to ensure satisfaction.
• Data Management: Maintain relevant project related documents as per the required format, majorly in excel. Work on program repository to create a one stop destination of all the promotional campaign related details.

Preferred candidate profile -

• 2 to 5 years of experience
• Candidate should have a proven track record of fostering long-term client relationships and ensuring customer satisfaction.
• Candidate should be Skilled in managing mid to large size promotional campaigns.
• Proficient in data analysis and reporting using advanced Excel tools like VLOOKUP, Pivot Tables, and graphs to inform strategic decisions.
• Demonstrated ability to lead cross-functional teams to meet and exceed client expectations, resulting in increased retention rates and revenue growth.
• Should have knowledge of PowerPoint & excel.

What we Value in Our people -

• You take the shot: You Decide Fast and You Deliver Right
• You are the CEO of what you do: you show ownership and make things happen.
• You own tomorrow: by building solutions for the merchants and doing the right thing.
• You sign your work like an artist: You seek to learn and take pride in the work you do.