Customer Service Representative

Position : Head of Account Management & Customer Service

Location : Mumbai

Notice Period : Immediate joining preferred

Key Responsibilities

Define and execute account management and customer service strategies aligned with business objectives

Build frameworks for client retention, upselling, and cross-selling opportunities

Develop and implement KPIs to track and improve customer satisfaction, loyalty, and revenue growth

Build strong client relationships and act as a trusted advisor to drive client success

Collaborate with internal teams such as Sales, Product, and Marketing to deliver holistic client solutions

Oversee the customer support team to ensure timely resolution of queries, complaints, and escalations

Implement best practices and technology solutions to enhance the customer experience

Continuously improve service delivery processes to increase efficiency and satisfaction

Lead, mentor, and grow a team of account managers and customer service professionals

Monitor client health metrics, churn rates, and service quality scores

Present regular reports and insights to leadership on customer satisfaction, retention, and revenue impact

Identify trends, risks, and opportunities to inform strategic decisions

Key Requirements

Proven experience in Account Management, Customer Success, or Customer Service, including leadership responsibilities

Strong track record of managing enterprise or high-value client accounts

Excellent leadership, communication, and negotiation skills

Ability to work cross-functionally and drive measurable business outcomes

Why Join

Be part of a rapidly growing organization driving innovation in the HR tech space

Work with cutting-edge technology and large-scale enterprise solutions

Opportunity to make a significant impact on customer success and business growth

A collaborative and fun work environment with room for professional advancement