Sciative Solutions - Manager - Customer Service Operations (4-8 yrs)

Job Responsibilities:

- Manage client portfolios and build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.

- Conduct detailed analysis of data sets to provide intelligence and meaningful insights.

- Plan and conduct periodic meetings with the clients, to ensure growth-oriented engagements.

- Review client queries and concerns and take relevant actions and interventions to ensure seamless client experience.

- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

- Become an expert in [Product] and educate customers on the use and benefits of our products.

- Setup new clients in the system and train/onboard new clients to ensure their success.

- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.

- Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.

- Develop comprehensive project plans to be shared with clients as well as other staff members.

- Team Management: Lead, mentor, and manage a team of operations professionals, ensuring they meet and exceed individual and team goals.

- Project Management: Oversee the execution of projects, working closely with cross-functional teams to ensure projects are delivered on time, within scope

- Reporting: Prepare and present regular reports to senior management, providing insights into operations performance, challenges, and opportunities for improvement.

Candidate Profile

- 5-10 years of experience in direct client handling.

- Should have handled projects end to end (from conceptualization to roll-out)

- Proven proficiency in customer retention, presentation skills, and ability to work independently to drive customer success.

- Excellent communication abilities

- Self-learner, highly curious, self-starter, and can work with minimum supervision and guidance.

- Entrepreneurial mind-set with a positive attitude is necessary.

Qualifications

- Experience: 5-10 years of experience in operations and client management or a similar role.

- Analytical Skills: Strong problem-solving and analytical skills, with the ability to drive data-based decision-making.

- Communication: Excellent written and verbal communication skills with the ability to interact effectively with clients, senior management and other departments