October 17, 2024

AFTERSHOCK

Thane

FULL TIME

Client Servicing Executive

Job Summary:
The Client Servicing Executive is responsible for maintaining and nurturing relationships with clients, ensuring their needs are met and they receive exceptional service. This role involves acting as the primary point of contact for clients, addressing their inquiries, coordinating with internal teams to deliver solutions, and working to increase client satisfaction and retention. The Client Servicing Executive plays a vital role in ensuring client loyalty and enhancing the overall client experience.
Location: Mumbai
Key Responsibilities:

Client Relationship Management:
Serve as the primary point of contact for clients, managing day-to-day interactions and ensuring timely and effective communication.
Develop strong, lasting relationships with clients by understanding their needs, goals, and preferences.
Regularly check in with clients to ensure satisfaction and address any concerns or issues.
Client Support and Problem-Solving:
Respond to client inquiries and requests in a timely and professional manner, ensuring prompt resolution of issues.
Collaborate with internal teams (e.g., marketing, sales, product, technical) to ensure client needs are addressed and solutions are provided.
Identify and anticipate potential challenges, taking proactive steps to mitigate them before they impact the client.
Project Coordination:
Work closely with internal teams to ensure timely and successful delivery of services or products based on client requirements.
Coordinate project timelines, resources, and deliverables to ensure alignment with client expectations.
Keep clients updated on the progress of ongoing projects, addressing any changes or delays.
Client Retention and Upselling:
Identify opportunities to upsell or cross-sell additional services or products to existing clients based on their needs and goals.
Develop and implement strategies to improve client retention and minimize churn.
Regularly review client accounts to assess service effectiveness and recommend improvements or enhancements.
Reporting and Feedback:
Prepare and deliver regular reports on client accounts, including performance metrics, project updates, and any relevant insights.
Gather client feedback and share it with relevant internal teams to help improve products, services, and processes.
Conduct client satisfaction surveys to gauge client experience and identify areas for improvement.
Collaboration with Sales and Marketing:
Work closely with the sales team to ensure smooth onboarding of new clients and seamless handovers.
Collaborate with marketing teams to develop tailored solutions and campaigns for clients, ensuring alignment with their goals.
Assist in preparing proposals, presentations, and contracts for client engagements.
Client Account Administration:
Maintain accurate and detailed client records, including contracts, communications, and project details, using CRM tools and other systems.
Ensure proper documentation of client interactions, agreements, and feedback for future reference.
Track client account activity and ensure that all services or deliverables are provided according to agreed-upon terms.
Market and Industry Awareness:
Stay informed about industry trends, market conditions, and competitor activities that may impact clients.
Provide clients with insights and recommendations based on industry developments that may benefit their business.
Maintain up-to-date knowledge of the company’s products or services to provide accurate and relevant information to clients.