Client Success Manager in Dehradun

Key Responsibilities

• Client query & ticket management:
• Manage, monitor, and resolve all client support tickets within the given TAT (Turnaround time).
• Prioritize and allocate tickets based on urgency and impact.
• Maintain accurate documentation of ticket communications, resolutions, and follow-ups.
• Analyze recurring issues and coordinate with concerned departments for permanent solutions.
• Client communication & relationship handling:
• Act as the primary point of contact for clients regarding all service and support queries.
• Maintain polite, professional, and solution-driven communication at all times
• Conduct periodic follow-ups to ensure client satisfaction post-resolution.
• Build long-term relationships to enhance retention and reduce escalations.
• Escalation & issue resolution:
• Handle escalated cases, ensuring timely response and strategic resolution.
• Collaborate with technical, operations, and management teams for quicker problem-solving.
• Prepare RCA (Root Cause Analysis) reports for critical or repeated issues.
• Performance & reporting:
• Track ticket resolution performance metrics and SLA adherence.
• Generate weekly/monthly reports on client satisfaction, ticket closure rate, and escalations.
• Provide insights and recommendations to enhance service quality and efficiency.
• Team coordination & process improvement:
• Collaborate with internal teams to minimize service lapses.
• Suggest workflow improvements to reduce client complaints and enhance turnaround time.
• Train and guide junior support executives on communication standards and resolution procedures.
• Conduct feedback calls to evaluate service experience and implement improvement plans.