Associate Manager - Client Success

OnGrid; Gurugram District; On-site; INR 700,000 - 1,200,000; Full time

Job summary

OnGrid is seeking a Client Operations Manager to build long-term relationships with key clients, map accounts, and resolve concerns with effective solutions. You will partner with sales, engineers, and operations to ensure client satisfaction and contract adherence.

The ideal candidate has 3+ years in client operations or relationship management, excellent communication, and a proven track record of meeting targets while tracking KPIs like customer satisfaction and retention.

Qualifications

• Preferred experience as a Client Operations Manager or Relationship Manager of 3 years or more
• Excellent communication
• Proven track record of meeting and exceeding targets
• Background verification industry knowledge is a plus
• Experience in tracking relevant KPIs (e.g. customer satisfaction, client retention)
• Proficient in MS Office, Google Sheets with working knowledge of CRM platform
• Problem-solving aptitude and ability to work well with a team

Responsibilities

• Building long-term relationships with key clients
• Addressing customer concerns and complaints with a proper resolution
• Create plans to address clients’ business needs
• Advise clients on creating profitable processes
• Schedule regular meetings with customers to ensure they are satisfied
• Collaborate with internal teams to address customers’ needs
• Help sales team up-sell or cross-sell services and products
• Ensure both the company and clients adhere to contract terms
• Study competition to find new ways to retain customers
• Set sales and revenue targets and work diligently to meet them

Skills

Excellent communication

Problem-solving aptitude

Teamwork

Tools

MS Office

Google Sheets

CRM platform

Job description

About OnGrid OnGrid is a leading digital trust platform offering digital KYC, verifications, and background checks for onboarding employees, contractors users, merchants, customers, etc. Founded by IIT-B alumni, OnGrid has completed more than 1 billion+ verification transactions across 4000+ happy clients. At OnGrid, we are focused on redefining and reimagining trust, safety, compliance and accountability through our platforms OnGrid, eLockr, and Gridlines. Having built these basic pillars of trust (and creating a profitable venture with 300+ full-time people in the process), we now want our imagination to be let loose and think of avenues never explored, and execute in ways never implemented before.

Roles & Responsibilities

• Building long-term relationships with key clients
• Build relationships with key employees among customers i.e. account mapping
• Addressing customer concerns and complaints with a proper resolution
• Create plans to address clients’ business needs
• Advise clients on creating profitable processes
• Schedule regular meetings with customers to ensure they are satisfied
• Act as point of contact for complaints and elevate issues as appropriate
• Help sales team up-sell or cross-sell services and products
• Ensure both the company and clients adhere to contract terms
• Study competition to find new ways to retain customers
• Set sales and revenue targets and work diligently to meet them
• Collaborate with internal teams (e.g. sales, engineers, senior management, operations) to address customers’ needs

Requirements

• Preferred experience as a Client Operations Manager or Relationship Manager of 3 years or more
• Excellent communication
• Proven track record of meeting and exceeding targets
• Background verification industry knowledge is a plus
• Experience in tracking relevant KPIs (e.g. customer satisfaction, client retention)
• Proficient in MS Office, Google Sheets with working knowledge of CRM platform
• Problem-solving aptitude and ability to work well with a team