Manager - Customer Service Operations

Role Overview: You will be responsible for managing client portfolios, building relationships with assigned customers, and ensuring their satisfaction with a customer-centric approach. Conducting detailed data analysis to provide insights, planning and conducting meetings with clients, and addressing client queries and concerns will be key aspects of your role. Additionally, you will be expected to develop best practices, become an expert in the product, identify expansion opportunities, and lead a team of operations professionals. Key Responsibilities: - Manage client portfolios and build strong relationships with assigned customers - Conduct detailed data analysis to provide intelligence and insights - Plan and conduct periodic meetings with clients to drive growth-oriented engagements - Review client queries and concerns, taking relevant actions to ensure a seamless client experience - Develop and share best practices with team members to enhance processes - Become an expert in the product and educate customers on its benefits - Set up new clients in the system, train and onboard them for success - Identify and forecast expansion opportunities, partnering with sales for closure - Evaluate risk management for each customer to drive retention throughout the customer life cycle - Develop comprehensive project plans to share with clients and team members - Lead, mentor, and manage a team of operations professionals to achieve goals - Oversee project execution, collaborating with cross-functional teams to ensure timely delivery - Prepare and present regular reports to senior management on operations performance and improvement opportunities Qualifications Required: - 5-10 years of experience in direct client handling - End-to-end project management experience - Proficiency in customer retention, presentation skills, and independent work ability - Excellent communication skills - Strong problem-solving and analytical skills for data-driven decision-making - Ability to interact effectively with clients, senior management, and other departments Role Overview: You will be responsible for managing client portfolios, building relationships with assigned customers, and ensuring their satisfaction with a customer-centric approach. Conducting detailed data analysis to provide insights, planning and conducting meetings with clients, and addressing client queries and concerns will be key aspects of your role. Additionally, you will be expected to develop best practices, become an expert in the product, identify expansion opportunities, and lead a team of operations professionals. Key Responsibilities: - Manage client portfolios and build strong relationships with assigned customers - Conduct detailed data analysis to provide intelligence and insights - Plan and conduct periodic meetings with clients to drive growth-oriented engagements - Review client queries and concerns, taking relevant actions to ensure a seamless client experience - Develop and share best practices with team members to enhance processes - Become an expert in the product and educate customers on its benefits - Set up new clients in the system, train and onboard them for success - Identify and forecast expansion opportunities, partnering with sales for closure - Evaluate risk management for each customer to drive retention throughout the customer life cycle - Develop comprehensive project plans to share with clients and team members - Lead, mentor, and manage a team of operations professionals to achieve goals - Oversee project execution, collaborating with cross-functional teams to ensure timely delivery - Prepare and present regular reports to senior management on operations performance and improvement opportunities Qualifications Required: - 5-10 years of experience in direct client handling - End-to-end project management experience - Proficiency in customer retention, presentation skills, and independent work ability - Excellent communication skills - Strong problem-solving and analytical skills for data-driven decision-making - Ability to interact effectively with clients, senior management, and other departments