Job Description

Role & responsibilities : Act as the primary point of contact for B2B clients after sales closure. Manage and respond to service requests or issues raised by clients via ticketing systems and email. Coordinate with internal technical/support teams to ensure the timely resolution of client issues. Maintain accurate records of communication and follow-ups in CRM or ticketing platforms. Track SLAs and escalate unresolved issues as needed to ensure client satisfaction. Prepare and share regular status updates, reports, and performance summaries with clients. Build strong relationships with key client stakeholders through regular check-ins and proactive engagement. Identify recurring issues and recommend process improvements to enhance service delivery. Renewal support, upsell, or cross-sell conversations with the account management team. Key Requirements: Bachelor's degree in Business, Marketing, or a related field. 13 years of experience in a B2B client servicing, after-sales, or support role. Familiarity with ticketing systems like Zendesk, Freshdesk, Zoho Desk, or similar. Excellent verbal and written communication skills. Strong problem-solving and follow-up abilities. Ability to multitask, prioritize work, and manage time effectively. Proficiency in MS Office tools (Excel, Outlook, Word). Experience in CRM platforms is a plus. Preferred Qualities: Client-first attitude with a passion for service excellence. Ability to work under pressure and manage escalations calmly. Willingness to go the extra mile to ensure client satisfaction. Team player with a collaborative mindset. Preferred candidate profile