Human Resources at Sciative Solutions
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Sciative Solutions - Manager - Customer Service Operations (4-8 yrs)
Job Responsibilities:
- Manage client portfolios and build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
- Conduct detailed analysis of data sets to provide intelligence and meaningful insights.
- Plan and conduct periodic meetings with the clients, to ensure growth-oriented engagements.
- Review client queries and concerns and take relevant actions and interventions to ensure seamless client experience.
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
- Become an expert in [Product] and educate customers on the use and benefits of our products.
- Setup new clients in the system and train/onboard new clients to ensure their success.
- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.
- Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.
- Develop comprehensive project plans to be shared with clients as well as other staff members.
- Team Management: Lead, mentor, and manage a team of operations professionals, ensuring they meet and exceed individual and team goals.
- Project Management: Oversee the execution of projects, working closely with cross-functional teams to ensure projects are delivered on time, within scope
- Reporting: Prepare and present regular reports to senior management, providing insights into operations performance, challenges, and opportunities for improvement.
Candidate Profile
- 5-10 years of experience in direct client handling.
- Should have handled projects end to end (from conceptualization to roll-out)
- Proven proficiency in customer retention, presentation skills, and ability to work independently to drive customer success.
- Excellent communication abilities
- Self-learner, highly curious, self-starter, and can work with minimum supervision and guidance.
- Entrepreneurial mind-set with a positive attitude is necessary.
Qualifications
- Experience: 5-10 years of experience in operations and client management or a similar role.
- Analytical Skills: Strong problem-solving and analytical skills, with the ability to drive data-based decision-making.
- Communication: Excellent written and verbal communication skills with the ability to interact effectively with clients, senior management and other departments