Customer Success & Client Relationship Manager

Iccs; Sector 10; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Iccs is seeking an experienced CRM / Customer Success & Client Relationship Manager to manage key accounts, strengthen client relationships, drive account growth, and ensure performance. You will coordinate with cross-functional teams, handle escalations, governance of SLA/KPI, billing and invoicing, and deliver MIS and dashboards to senior leadership.

Ideal candidates have 5+ years in CRM/CS, strong stakeholder management, and proven ability to drive revenue while maintaining high client

Qualifications

• Experience in CRM, customer success, and client relationship management.
• Experience with large corporate accounts and enterprise clients preferred.
• Strong knowledge of billing, invoicing, and revenue management.
• Stakeholder management and cross-functional collaboration.

Responsibilities

• Manage key corporate client relationships and be the main contact.
• Own end-to-end account health, SLAs, KPIs, escalations, and retention.
• Lead MBRs/QBRs, governance meetings, and present performance plans.
• Address critical escalations by coordinating with Ops, HR, IT, Finance, Quality, Training.
• Monitor operational metrics to meet contractual commitments.
• Identify growth opportunities and develop strategic solutions.
• Coordinate billing, invoicing, reconciliation, and pendency resolution.
• Prepare MIS, dashboards, and account review reports.
• KPI focus: retention, CSAT, revenue growth, governance compliance.

Skills

Customer Success

Key Account Mgmt

Stakeholder Mgmt

BPO/ITES domain

Escalation Mgmt

SLA/KPI governance

Billing & Revenue

Manpower planning

PowerPoint

Excel

Communication & Negotiation

Data-driven insights

Education

Bachelor's degree

MBA/PGDM preferred

Lean Six Sigma cert (Green/Black Belt)

Job description

Role Overview

We are looking for an experienced and result-oriented CRM / Customer Success & Client

Relationship Manager to manage key accounts, strengthen client relationships, drive

account growth, and ensure operational and commercial performance.

The ideal candidate should have strong experience in client relationship management,

customer success, account management, escalations, SLA/KPI governance, billing

coordination, and stakeholder management. The candidate will work closely with internal

Eternal and cross-functional teams to ensure client satisfaction, account health, retention,

and business growth.

Key Responsibilities

• Manage and develop key corporate client relationships and act as the primary point of contact for assigned accounts.
• Own end-to-end account health, including client satisfaction, SLA/KPI performance, escalations, service delivery, and retention.
• Conduct regular MBRs/QBRs and client governance meetings and present business performance, action plans, and improvement initiatives.
• Handle and resolve critical client escalations by coordinating with Operations, HR, IT, Finance, Quality, Training, and other stakeholders.
• Monitor SLA, KPI, CSAT, quality, productivity, TAT, and other operational metrics to ensure contractual commitments are met.
• Drive account growth and revenue opportunities by identifying client requirements and developing strategic solutions.
• Coordinate with Finance and Operations teams for billing, invoicing, reconciliation, and invoice pendency resolution.
• Track commercial issues, deductions, penalties, and penalty mitigation plans in coordination with relevant stakeholders.
• Ensure timely closure of client action items and maintain a structured CRM/account governance tracker.
• Support HRO / staffing requirements, including manpower planning, recruitment coordination, onboarding, and project ramp-up.
• Partner with internal HODs to ensure right staffing, timelines, productivity, and account performance.
• Develop strong Pan-India stakeholder relationships and maintain effective communication with senior client leadership.
• Prepare and deliver MIS, dashboards, presentations, MBR/QBR decks, and account review reports.
• Identify operational gaps and implement continuous improvement initiatives to enhance customer experience and account profitability.
• Ensure compliance with client requirements, contractual obligations, and internal governance processes.
• Maintain accurate customer/account information and engagement history in the CRM system.

Required Skills & Competencies

• Strong Customer Success & Client Relationship Management skills.
• Excellent key account management and stakeholder management capabilities.
• Strong understanding of BPO/ITES, HRO, contact centre, or operations-intensive environments.
• Excellent escalation management and problem-solving skills.
• Strong understanding of SLA/KPI governance and operational metrics.
• Good commercial understanding of billing, invoicing, reconciliation, penalties, and revenue management.
• Strong recruitment and manpower planning exposure.
• Plan QTR & Monthly business review with internal & Clients .
• Working knowledge of Dialler or KPIS or similar customer/contact-centre platforms will be an advantage.
• Strong proficiency in Microsoft PowerPoint and Excel.
• Excellent communication, presentation, negotiation, and interpersonal skills.
• Data-driven approach with the ability to convert business data into actionable insights.
• Ability to manage multiple accounts and stakeholders simultaneously.

Qualification

• Bachelor's degree in any discipline; MBA/PGDM in Marketing, Operations, Business Management, or related field will be preferred.
• 5+ years of relevant experience in CRM, Customer Success, Client Relationship, Key Account Management, or Operations.
• Candidates with experience managing large corporate accounts and enterprise clients will be preferred.
• Lean Six Sigma Green Belt / Black Belt certification will be an added advantage.

Key Performance Indicators (KPIs)

• Client Retention & Customer Satisfaction
• Account Revenue & Growth
• SLA/KPI Achievement
• Escalation Closure TAT
• CSAT / Client Experience
• Billing & Invoice ClosurePenalty/Deduction Reduction
• Account Profitability
• Staffing & Ramp-up Timelines
• Client Governance & Review Compliance