Client Success Manager

Client Relationship Management

• Serve as the primary point of contact for assigned BPO accounts
• Build strong, long-term relationships with client stakeholders and decision-makers
• Conduct regular business reviews (weekly/monthly/quarterly) to assess performance and alignment
• Act as a trusted advisor by understanding client goals, challenges, and industry trends

Customer Success & Retention

• Ensure client onboarding, transition, and ramp-up phases are smooth and successful
• Monitor customer health, satisfaction, and engagement levels
• Proactively identify risks to retention and implement mitigation plans
• Drive renewals, contract extensions, and upsell/cross-sell opportunities

Service Delivery Oversight

• Collaborate closely with operations, QA, workforce management, and training teams
• Ensure SLAs, KPIs, and performance metrics are achieved
• Escalate and reso...