Associate Manager-Client Relations

Sakon

Pune District

Hybrid

INR 1,200,000 - 1,800,000

Full time

13 days ago

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Benefits offered by this job

Flexible Holiday Policy

Hybrid Working Options

Life & Medical Insurance

Skill Development, Re-imbursement for

Wifi-Mobile bill reimbursement

Employee well-being activities

Job summary

Sakon in Pune, India is seeking an Associate Manager-Client Relations to oversee and strengthen customer relationships while ensuring a seamless client experience in a hybrid work environment. The role requires proactive risk management, strong communication with clients and internal teams, and the ability to drive customer success, with a focus on CSAT and NPS improvements across managed services.

Key duties include leading client meetings, conducting MBRs/QBRs, monitoring feedback, and

Qualifications

Proven experience in customer relationship management or related fields.
Strong analytical abilities to interpret data trends.
Excellent verbal and written communication with clients at all levels.
Proficiency in CRM tools for tracking interactions.
Ability to manage escalations and build long-term relationships.

Responsibilities

Oversee and enhance customer relationships while ensuring a seamless customer experience.
Proactively engage with clients to improve efficiency and satisfaction.
Lead weekly/monthly client meetings and quarterly reviews.
Monitor and mitigate risks; manage issues/escalations.
Collaborate with internal teams to standardize processes.

Skills

CRM tools

Analytical skills

Communication skills

Escalation management

Customer relationships

Tools

CRM software

ServiceNow

Job description

Associate Manager-Client Relations

Position: Associate Manager Client Relation

Job Location: Pune, India

Work Mode: Hybrid

Shift Time: 5:00 PM-2:00 AM, 6:00 PM-3:00 AM

Our journey

Sakon offers a SaaS platform and services to optimize enterprise mobility expenses, lifecycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines workflows, provides insights, and ensures accurate reporting. Features include invoice auditing, lifecycle management, 24x7 support, and seamless ServiceNow integration. Additional services like MDM administration and BYOD management enhance operations, driving savings and efficiency. Manage mobile investments confidently with Sakon. Learn more at www.sakon.com.

The Value We Deliver

SAKON empowers employees with self-service and real-time updates via a branded portal, app, email, chat, or ServiceNow. It streamlines policy management, optimizes costs, addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON delivers insights, ensures compliance, and drives efficiency across mobile inventory and expenses.

Role Overview/Your Impact

We are seeking a highly motivated and experienced Customer Relationship Manager (CRM) to oversee and enhance customer relationships while ensuring a seamless customer experience. This role is critical in driving customer success, ensuring operational excellence, and fostering long-term partnerships that contribute to the organizations growth objectives.

The ideal candidate will proactively manage risks, improve customer satisfaction, align customer expectations, and maintain effective communication with clients and internal teams. This role requires strong analytical, communication, and problem-solving skills to drive customer success and business growth.

Key Responsibilities

Risk Management

Provide timely updates on business rules to ensure compliance and operational efficiency.
Monitor escalation trends for all managed services functions and volume patterns for delivery teams to identify potential risks.
Capture and analyse customer feedback/sentiment to address concerns effectively.
Identify and resolve subjective operational risks that may impact service delivery for Managed Services.
Review data to detect and mitigate revenue leakage, ensuring financial integrity.
Identify communication risks and implement strategies to prevent misunderstandings or misalignment.

Customer Experience

Proactively engage with clients to improve efficiency and customer satisfaction.
Ensure proactive and effective communication with customers to address concerns and set clear expectations.
Identify process gaps, collaborate with customers to mitigate them, and improve operational workflows.
Enhance ease of product usage by addressing pain points in collaboration with internal teams.
Standardize processes, messaging, and interactions across customers for consistency.
Monitor customer support tickets to ensure that requests and issues raised are addressed promptly.
Drive improvements in key metrics such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).

Customer Expectations

Ensure timeliness for Managed Services Delivery while proactively informing clients of any blockers or delays.
Maintain high standards for client support response times with clear, effective communication.
Understand client requirements thoroughly and set realistic expectations to foster trust.
Take a proactive approach to problem-solving by anticipating issues before they escalated.

Customer & Internal Communication

Conduct weekly/monthly client meetings to review progress, address concerns, and strengthen relationships.
Lead Monthly Business Reviews (MBRs) and participate in Quarterly Business Reviews (QBRs) to discuss performance metrics, updates, and strategic plans for Managed Services with clients.
Perform quarterly reviews of business services offered to customer to ensure alignment with client needs.
Develop and maintain a comprehensive vendor and client communication matrix for streamlined interactions.
Keep detailed records of client meeting notes as well as internal meeting notes for future reference and action planning.
Foster collaboration between the CRM team and the Customer Success Management (CSM) team for aligned goals.

Proactive Actions

Analyse data trends to uncover actionable insights that can be shared with customers for added value.
Manage issues/escalations proactively by addressing them before they impact customer relationships or operations.

Our Expectations

Proven experience in customer relationship management or a related field (e.g., account management, customer success).
Strong analytical skills with the ability to interpret data trends and identify risks or opportunities.
Excellent communication skillsboth verbal and writtento engage effectively with clients at all levels.
Demonstrated ability to manage escalations, resolve conflicts, and build long-term customer relationships.
Proficiency in CRM tools/software for tracking client interactions and maintaining records accurately.
Strong organizational skills with attention to detail for managing multiple priorities simultaneously.

Key Performance Indicators (KPIs)

Improvement in CSAT/NPS scores over time.
Timely response and resolution for support requests received.
Customer engagement
Proactive escalation management.
Reduction in escalation volumes Effectively and timely de-escalating, Ave Response times, through proactive risk management strategies.
Timely completion of MBRs/QBRs with actionable outcomes documented clearly.
Identification of revenue leakage or process gaps with successful resolution measures implemented.

The SAKON Spirit

At Sakon, teamwork and excellence define our culture. Our diverse team of engineers, telecom experts, and CPAs share a passion for innovation and service. Driven by collaboration, our global teams deliver exceptional customer experiences, combining technical expertise with a human touch to achieve great results with enthusiasm and care.

Benefits and Perks