Client Success Specialist

We are seeking an experienced and proactive Client Success Specialist to oversee daily operations and team management with a focus on achieving operational excellence, customer satisfaction, and cost-efficiency. This role also involves ensuring optimal use of technology and maintaining a productive, well-coordinated workforce.

The ideal candidate will be highly organized, dependable, and results-oriented, with a strong capacity for real-time problem-solving and strategic thinking. You should be capable of seeing both immediate needs and the broader organizational goals while upholding exceptional communication and customer service standards.

Key Responsibilities:

Building and Maintaining Relationships:

Establishing strong, positive and long lasting relationships with clients, acting as a primary point of contact and advocating for their needs ensuring value addition.

Customer Project Management and Onboarding:

Overlooking the customer’s project lifecycle ensuring timely and quality delivery along with guiding them through the initial setup and training process, ensuring they understand how to use the product effectively and achieve their goals.

Identifying and Addressing Issues:

Proactively identifying potential issues or challenges customers may face and working with internal teams to resolve them and ensuring the customers feel valued and satisfied.

Gathering Feedback:

Collecting customer feedback on the ongoing or delivered services and resources allocated to their projects and sharing this feedback with relevant teams to drive improvements.

Upselling and Cross-selling:

Identifying opportunities to expand the customer relationship by offering additional products or services that align with their needs ensuring that they are satisfied with their existing services.

Monitoring and Analyzing Success Metrics:

Tracking customer health and success metrics to understand their overall satisfaction and identify areas for improvement.

Requirements:

• Minimum of 2 years’ experience in international client management or supervisory role within IT industry.
• Strong understanding of customer service KPIs and performance evaluation.
• Experience in reporting, budgeting, and basic financial analysis (cost-benefit, ROI).
• Proficient with MS Office and relevant call center systems/software.
• Excellent communication, interpersonal, and leadership skills.
• Organized and analytical with a problem-solving mindset.
• Positive, patient, and empathetic approach to client relations.
• A bachelor’s degree in a relevant field is preferred.
• Certified Customer Success Manager (CCSM) or equivalent certification is a plus.

Employee Benefits:

• At least two bonuses per year (Eid Bonus)
• Monthly Punctuality Allowance
• Monthly Inflation Allowance
• Performance-Based Bonuses
• Annual Leaves Encashment
• Upselling Incentives
• Maternity/Paternity Allowance
• Maternity Leaves
• Wedding Allowance
• Double salary on Gazetted Holidays
• 12 Casual Leaves
• 10 Medical Leaves
• 10 Annual Leaves
• Dedicated Training
• Birthday celebrations
• Gaming Facility
• Growing & Dynamic Team
• Office Gatherings, Celebrations, and Trips
• 5 days a week (work-life balance)

Job Location: Link Road Model Town, Lahore

Job Timings: 6 PM to 3 AM

Job Type: Full-time

Application Question(s):

• Are you comfortable working the night shift for this job ?
• What are your salary expectations from this job ?

Education:

• Bachelor's (Required)

Experience:

• Client Success: 5 years (Required)
• International Clients: 5 years (Required)

Language:

• English (Required)

Location:

• Lahore (Required)

Work Location: In person