AM Retention - Mumbai

Role & responsibilities

• Nurturing client relationships, building Positive client experience and maintaining strong client relationships, retaining the business, and identifying growth opportunities
• Create a client success roadmap - a clear roadmap of the clients experience across all touchpoints. i.e., Transition Plan for new onboarding, client engagement model, service precisions & SOP management, etc
• Cross-Selling and Up-selling to the client base and growing the account to achieve the targets
• Be the customer's focal point by liaising closely with various stakeholders within the company thus ensuring their queries/ issues are addressed
• Metric management - Work towards ensuring all the assigned metrics are in green with appropriate root causing and solutioning as and when required
• Conducting business reviews with clients and focusing on service delivery experienceTravel to various centers/ client locations within the country for client visits/ audits/ business launches/ client meetings as and when required
• Liaising with internal departments to ensure client requirements are fulfilled
• Escalating and resolving areas of concern as raised by clients
• Monitoring performance against service level agreements and flagging potential issues for timely resolution

Preferred candidate profile

• Functional Skills - Good communication and presentation skills; Strong in Excel (any knowledge of VBA, SQL, R, python would be an added advantage)
• Experience - 2+years of relevant exp inLogistics industry with exposure to key account management, client retention and client servicing
• Behavioral Skills - Good communication and analytical skills. Excellentcustomer service skills in the areas of problem-solving,task prioritization and follow-up. Ability to work well ina team environment. Collaborate with internal andexternal resources in order to gain credibility with seniormanagement. Proactive and self-driven with a great sense of ownership. Good in negotiation and persuasion.