Sciative Solutions - Manager - Customer Service Operations

Job Description

Job Responsibilities: - Manage client portfolios and build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. - Conduct detailed analysis of data sets to provide intelligence and meaningful insights. - Plan and conduct periodic meetings with the clients, to ensure growth-oriented engagements. - Review client queries and concerns and take relevant actions and interventions to ensure seamless client experience. - Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. - Become an expert in [Product] and educate customers on the use and benefits of our products. - Setup new clients in the system and train/onboard new clients to ensure their success. - Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities. - Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle. - Develop comprehensive project plans to be shared with clients as well as other staff members. - Team ManagementLead, mentor, and manage a team of operations professionals, ensuring they meet and exceed individual and team goals. - Project ManagementOversee the execution of projects, working closely with cross-functional teams to ensure projects are delivered on time, within scope - ReportingPrepare and present regular reports to senior management, providing insights into operations performance, challenges, and opportunities for improvement. Candidate Profile - 5-10 years of experience in direct client handling. - Should have handled projects end to end (from conceptualization to roll-out) - Proven proficiency in customer retention, presentation skills, and ability to work independently to drive customer success. - Excellent communication abilities - Self-learner, highly curious, self-starter, and can work with minimum supervision and guidance. - Entrepreneurial mind-set with a positive attitude is necessary. Qualifications - Experience5-10 years of experience in operations and client management or a similar role. - Analytical Skills: Strong problem-solving and analytical skills, with the ability to drive data-based decision-making. - CommunicationExcellent written and verbal communication skills with the ability to interact effectively with clients, senior management and other departments