Client Success Manager

Job Title: Client Success Manager
Department: Client Success / Client Support
Location: Pearl Organisation, 1st Floor, Sourabh Sagar Tower, GMS Road, Dehradun
Work Mode: On-Site
Week Offs: 1st & 3rd Saturday Off + All Sundays Off

Role Overview
The Client Success Manager is responsible for ensuring client satisfaction, resolving support tickets within defined timelines, maintaining strong client relationships, and improving overall service delivery experience. This role requires proactive communication, escalation management, feedback implementation, and coordination with internal teams for seamless resolution of client concerns.

Key Responsibilities:
1. 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.

2. 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 timesConduct periodic follow-ups to ensure client satisfaction post-resolution.Build long-term relationships to enhance retention and reduce escalations.

3. 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.

4. 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.

5. 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.

Desired Skills & Qualifications
Bachelor’s degree in Business Administration, Customer Service, or related field.2–5 years of experience in Client Success, Customer Support, or Account Management.Strong communication and interpersonal skills.Expertise in ticket management systems (ERP / CRM).Ability to handle pressure, multitask, and work with deadlines.Problem-solving and conflict resolution abilities.Analytical mindset with RCA experience preferred.

Personal Attribute:
Client-first attitudeEmpathetic listenerDetail-oriented and proactivePositive, calm, and composed in client communicationOwnership-driven approach

Job Type: Full-time

Pay: ₹311,945.59 - ₹404,539.56 per year

Benefits:

• Food provided
• Health insurance
• Provident Fund

Work Location: In person