Customer Management Executive (International Clients)

Client Success & Relationship Management

• Serve as the primary point of contact for assigned client accounts.
• Client hunt, successfully onboarding new client, and sourcing potential client data.
• Build and maintain long-term professional relationships with clients.
• Develop a strong understanding of each client's business goals, priorities, and operational requirements.
• Conduct regular client follow-ups and relationship-building activities.
• Anticipate potential concerns and proactively address risks before they escalate.
• Ensure a consistently positive client experience throughout the engagement lifecycle.

Customer Support & Issue Resolution

• Respond to client inquiries, requests, and concerns in a timely and professional manner.
• Take ownership of issues from identification through final resolution.
• Manage escalations and communicate effectively during critical situations.
• Coordinate with internal departments to resolve operational, technical, and service-related issues.
• Maintain accurate records of client communications, action items, and resolutions.

Client Meetings & Communication

• Lead onboarding and client orientation sessions.
• Conduct regular client meetings via Zoom, Google Meet, or Microsoft Teams.
• Prepare meeting agendas, summaries, and follow-up action plans.
• Present service updates, project progress, and improvement recommendations.
• Ensure commitments made to clients are completed within agreed timelines.

Responsibilities include:

• Translating client requests into actionable internal tasks.
• Coordinating deliverables across departments.
• Monitoring project progress and follow-up activities.
• Ensuring alignment between client expectations and internal execution.

Client Retention & Growth

• Monitor client satisfaction and account health.
• Identify recurring challenges and recommend improvements.
• Support client retention initiatives.
• Identify opportunities to increase client value and strengthen relationships.
• Help improve service processes and customer experience standards.
• Contribute to long-term account growth and stability.

Working Hours

• Standard office hours 10:00 am to 06:00 pm with flexibility for international client meetings when required.
• Occasional communication outside local business hours may be necessary based on client time zones.
• Ability to handle urgent client escalations when needed.