Insurance process / Client Management / Process analyst / Voice / CSR

Job Title: Client Management & Senior Support Associate.

Job Summary

The Client Management & Senior Support Associate is responsible for managing key client relationships while providing high-level operational and customer support. This role acts as a bridge between clients and internal teams, ensuring timely issue resolution, service excellence, and long-term client satisfaction.

Key Responsibilities

Client Management

• Serve as the primary point of contact for assigned clients
• Build and maintain strong, long-term client relationships
• Understand client needs and ensure services align with expectations
• Conduct regular follow-ups, reviews, and status updates with clients
• Handle client escalations and ensure timely resolution

Senior Support Functions

• Provide advanced support for complex client issues and inquiries
• Troubleshoot problems and coordinate with internal teams (operations, tech, finance, etc.)
• Ensure adherence to SLAs and service quality standards
• Mentor and guide junior support associates when required
• Identify process gaps and recommend improvements

Operational & Reporting Duties

• Maintain accurate client records and documentation
• Prepare reports on client performance, issues, and resolutions
• Track support metrics and client satisfaction levels
• Support onboarding of new clients and account transitions

Required Skills & Qualifications

• Bachelors degree in Business, Management, or a related field (preferred)
• '3' to '8' years of experience in client management, customer success, or support roles
• Strong communication and interpersonal skills
• Proven ability to handle escalations and complex client issues
• Excellent problem-solving and multitasking abilities
• Proficiency in CRM tools and MS Office/Google Workspace
• Ability to work independently and collaboratively in a fast-paced environment

Preferred Skills

• Experience in B2B client management
• Knowledge of service delivery or support operations
• Leadership or mentoring experience
• Familiarity with SLA-driven environments

Key Competencies

• Client-centric mindset
• Strong ownership and accountability
• Attention to detail
• Relationship-building skills
• Professional communication and negotiation skills

Contact Point : Aditya : 8884777961