Client Relationship Manager - Operations

Key Responsibilities:

1. Client Relationship Management:

• Serve as the primary point of contact for assigned clients regarding operational matters.
• Build and maintain strong, long-term relationships with clients by understanding their business needs, preferences, and expectations.
• Conduct regular check-ins and review meetings with clients to discuss performance, service delivery, and potential improvements.
• Address client queries, complaints, or concerns promptly and professionally, ensuring resolution within agreed timelines.

2. Operational Oversight and Coordination:

• Ensure smooth and efficient delivery of services in accordance with client contracts, service level agreements (SLAs), and quality standards.
• Collaborate with internal operations, logistics, technical, and service teams to ensure alignment and timely execution of client deliverables.
• Monitor key operational KPIs related to client accounts and take corrective action where performance is below expectations.
• Assist in the development and implementation of operational procedures and process improvements tailored to client needs.

3. Performance Monitoring and Reporting:

• Prepare and deliver regular reports to clients that highlight operational performance, key metrics, and service outcomes.
• Analyze service delivery trends and identify areas of improvement or concern.
• Work with internal analytics or reporting teams to customize client dashboards or presentations as required.
• Track issues and feedback to drive continuous improvement across the organization.

4. Client Onboarding and Implementation Support:

• Participate in the onboarding of new clients to ensure a smooth transition and set clear expectations.
• Coordinate implementation plans, training sessions, and initial operational setup.
• Guide clients through the company s systems, tools, and service procedures to ensure full utilization and satisfaction.

5. Contract and SLA Management:

• Support contract management activities including renewals, amendments, and reviews.
• Monitor SLA compliance and ensure that service commitments are consistently met.
• Identify risks or gaps in service delivery and escalate as needed to senior management or operations leadership.

6. Cross-Functional Collaboration:

• Act as the bridge between clients and internal departments to ensure clarity, alignment, and collaboration.
• Facilitate communication between teams including sales, finance, support, and operations to ensure a cohesive approach to client servicing.
• Participate in strategy sessions or planning meetings that involve client-related operational topics.