Jobbeschreibung
About Apna
About Company
Founded in 2019, Apna is India's largest professional networking and jobs platform for >250M members of India's rising working class. Our mission is to connect people to opportunities and help reduce the skill and employment gap.
We help candidates build their digital professional identities, find the best-fit hyperlocal jobs, grow their network, and learn new skills to grow their careers. Employers can find the best talent and hire for over 70 different roles in < 48 hours.
Having raised $190+ million from marquee investors like Insight Partners, Tiger Global, Lightspeed India, Sequoia Capital, Rocketship. vc, and Greenoaks Capital, Apna is on a mission to enable livelihoods for billions in India.
About the Role
We are seeking a dedicated and strategic ManagerClient Services to lead our passionate Client Services team who play a crucial role in ensuring client satisfaction and SMB business growth. The successful candidate will oversee a team of Client Services Managers (CSMs) responsible for nurturing and expanding client relationships, driving revenue growth, and ensuring client satisfaction. As the Manager of Client Services, you will play a pivotal role in setting the strategy for SMB client engagement and account management, ultimately contributing to the company's success.
Requirements
Key Responsibilities
1. Leadership and Team Management:
- Lead, mentor, and manage a team of CSMs across different tiers.
- Foster a high-performance culture, setting clear objectives and KPIs, and providing regular feedback and coaching.
- Collaborate with the Quality Assurance team for professional development of the CSMs.
2. Client Relationship Management:
- Develop and maintain strong relationships with key clients, including the top 1000 SMBs placed nationwide.
- Ensure that the client's needs are understood and met and that we consistently set and exceed their expectations.
3. Strategic Account Planning:
- Collaborate with the leadership team to develop strategic account plans that drive revenue growth and client retention.
- Identify opportunities for upselling and cross-selling our services.
4. Data-Driven Decision Making:
- Utilize data and analytics to track client performance, identify trends, and make informed decisions to optimize account management strategies.
5. Performance Monitoring and Reporting:
- Establish performance metrics and regularly review team and individual performance against targets.
- Provide regular reports and updates to the executive team.
6. Client Issue Resolution:
- Act as a point of escalation for client issues and work with the team to ensure timely resolution.
- Implement strategies to minimize client churn and maximize client satisfaction.
7. Process Improvement:
- Continuously evaluate and improve the account management processes and workflows.
- Implement best practices to enhance the efficiency and effectiveness of the team.
Qualifications:
- MBA with Operations and/or Strategy specializations or equivalent preferred.
- More than 5 years of experience in client services or account management, including a proven track record of managing and growing client accounts.
- Strong leadership and team management skills.
- Excellent communication, negotiation, and interpersonal skills.
- Data-driven mindset with proficiency in analytics tools.
- Ability to think strategically and develop actionable plans to achieve goals.
- Knowledge of the recruitment market and trends.
- Exceptional problem-solving abilities and client-centric mindset.
