Client Success Executive

The Client Success Executive will be responsible for ensuring high levels of client satisfaction by managing client interactions, supporting partner operations, and contributing to risk assessment. This role requires close collaboration with client servicing, partner account management, and risk teams to ensure seamless service delivery and proactive issue resolution.

Key ResponsibilitiesClient, Partner & Order Support

● Handle client, partner, and affiliate support via chats, emails, and tickets across multiple platforms in a timely and professional manner.

● Process and manage sales orders accurately for multiple brands.

● Act as a communication bridge between developers, suppliers, and internal teams to improve system performance and reduce API failures.

● Raise, track, and follow up on queries and concerns from customers, affiliates, and partners.

● Serve as an escalation point for Partner Account Managers (PAMs) when issues remain unresolved.

● Monitor partner communication groups and proactively take ownership where responses are delayed.
● Drive revenue growth by converting customer chats into orders (#OrderByChat).

Partner Management & Affiliate Operations

● Evaluate partner performance regularly and coordinate assessments with PAMs

● Support and lead the recruitment, onboarding, and compliance checks for new partners.

● Assign and manage affiliate codes and support affiliate operations.

● Monitor supplier balances and live chat billing invoices.

● Assist the merchandising team in improving content clarity across websites (TTD & ALG).

Risk, Compliance & Chargeback Management

● Review transactions and sales orders flagged for manual and risk review.

● Assess transaction-level risk and make decisions related to chargeback initiation.

● Manage chargeback responses, documentation, and follow-ups.

● Conduct competitor and market analysis to identify high-risk industries and activities.

● Develop and implement strategies to mitigate credit, fraud, and operational risks.

● Establish, monitor, and report on key risk indicators (KRIs).

● Monitor external and industry factors impacting organizational risk exposure.

Training, Collaboration & Reporting

● Contribute to building a Training & Development framework by mentoring agents on operations, accounts, and risk processes.

● Collaborate with cross-functional teams to strengthen operational efficiency and risk mitigation.

● Communicate risk insights and operational updates clearly across internal stakeholders.

● Continuously review and improve support, risk, and partner management processes for effectiveness.

● Support initiatives to improve customer satisfaction and online reviews in coordination with the review officer.

Required Skills & Qualifications

● Bachelor’s degree in Business Administration, Marketing, or a related field.

● Strong interpersonal skills with the ability to build trust and maintain client relationships.

● Excellent written and verbal communication skills.

● Ability to collaborate effectively with cross-functional teams.

● Strong analytical, problem-solving, and decision-making abilities.

● Detail-oriented with strong organizational and time-management skills.

Preferred Traits

● Disciplined and punctual.

● Detail-oriented and responsible.

● Willing to learn and grow with the company.

● Comfortable working under supervision.

Apply at: hr.pk@dcm-inc.com
Location: DHA Phase 8, Lahore

Job Type: Full-time

Pay: Rs60,000.00 - Rs70,000.00 per month

Application Question(s):

• Are you and your immediate family currently based in Lahore?
• What is your approximate daily travel time to our office located in DHA Phase 8, Lahore?
• Do you have a Bachelor’s degree in Business Administration, Marketing, or a related field?