Summary
We are looking for a dynamic and client-focused Client Success / Account Manager with 4+ years of experience in managing client relationships, ensuring successful project delivery, and driving customer retention across B2B eCommerce and IT outsourcing engagements.
This role is at the intersection of client management, operations, and business consulting — responsible for ensuring that every client receives maximum value from our services while maintaining strong communication, performance visibility, and satisfaction. The ideal candidate combines strategic thinking, operational understanding, and a service-oriented mindset to manage accounts and identify opportunities for growth and retention.
You will be the primary point of contact for assigned clients, responsible for relationship management, post-sale delivery coordination, and ensuring all deliverables align with client goals and business KPIs.
Key Responsibilities
(A) Client Relationship & Account Management
1. Serve as the main liaison between clients and internal teams, ensuring consistent communication and transparency.
2. Build, nurture, and maintain strong relationships with assigned accounts to enhance retention and satisfaction.
3. Understand clients’ business objectives, KPIs, and operational challenges to align deliverables effectively.
4. Proactively identify risks, bottlenecks, and potential issues in client projects and provide timely resolutions.
5. Conduct regular business reviews with clients to assess performance, gather feedback, and propose improvements.
6. Maintain account health metrics, including satisfaction scores, renewals, and upsell opportunities.
(B) Project Coordination & Delivery Oversight
1. Work closely with operations, technical, and project teams to ensure client deliverables are completed accurately and on time.
2. Translate client requirements into actionable briefs and communicate them to the internal delivery teams.
3. Track progress and ensure SLA adherence, data accuracy, and service quality across all ongoing projects.
4. Anticipate client needs and collaborate internally to propose proactive solutions or value additions.
5. Ensure alignment between promised deliverables and actual outcomes to build trust and accountability.
6. Oversee documentation, reporting, and communication for all client accounts.
(C) Growth, Upselling & Retention
1. Identify and execute upsell and cross-sell opportunities based on evolving client needs.
2. Support business development by recommending new service offerings and custom solutions to existing clients.
3. Maintain high client renewal and retention rates through relationship-building and consistent service excellence.
4. Partner with leadership to design and implement strategies that enhance long-term client loyalty.
5. Monitor client revenue and profitability metrics to ensure healthy account growth.
(D) Communication, Reporting & Insights
1. Conduct weekly and monthly review meetings with clients to share updates, reports, and actionable insights.
2. Maintain CRM and account management tools with updated client information, project notes, and status reports.
3. Generate account performance dashboards, highlighting delivery metrics, ROI, and engagement statistics.
4. Provide insights to internal leadership on client behavior, satisfaction trends, and business opportunities.
5. Collaborate with marketing and product teams to incorporate client feedback into new services or process improvements.
(E) Leadership, Process & Team Collaboration
1. Mentor and guide junior client success executives or support associates.
2. Contribute to developing client onboarding frameworks, SOPs, and communication protocols.
3. Ensure the entire account management process follows a structured, data-driven approach.
4. Coordinate closely with Operations, Marketing, and Technical departments to ensure client success initiatives are aligned.
5. Foster a culture of client empathy, proactive communication, and accountability across the delivery teams.
Qualifications & Eligibility
• Bachelor’s or Master’s degree in Business Administration, Marketing, or related fields.
• Minimum 4 years of experience in client success, account management, or relationship management roles.
• Proven experience managing B2B clients, preferably in eCommerce outsourcing, SaaS, or IT services.
• Deep understanding of operational processes, project management fundamentals, and client engagement strategies.
• Experience working with international clients (US, UK, or global markets) is preferred.
Skills & Competence
• Excellent verbal and written communication skills with a client-first mindset.
• Strong interpersonal, negotiation, and conflict resolution abilities.
• Experience using CRM and project management tools (HubSpot, Asana, Trello, Zoho Projects, etc.).
• Ability to interpret client requirements into actionable project deliverables.
• Skilled at presenting insights, data reports, and business proposals.
• Strong time management and multitasking skills with attention to detail.
• Analytical thinker capable of identifying performance gaps and improvement opportunities.
• Familiarity with eCommerce workflows, product operations, and client onboarding cycles.
• Demonstrated ability to manage multiple accounts and maintain quality client engagement.
• Empathetic, proactive, and highly organized with a focus on client success outcomes.
Why Join Us?
• Opportunity to work with a fast-scaling eCommerce outsourcing and IT solutions company serving international clients.
• Be the voice of the client, shaping delivery standards and customer experience strategies.
• Engage in cross-functional collaboration and strategic client growth initiatives.
• Work in a culture that values transparency, empowerment, and excellence.
• Access to professional growth opportunities, learning support, and leadership mentorship.
• Competitive compensation with performance-based incentives tied to retention and client success metrics.