Business Support Senior Specialist

Experience:7+ years

Location: Gurugram 

Key Responsibilities: 

• Build and nurture strong, long-term relationships with strategic clients, acting as their trusted advisor. 

• Onboard new clients, ensuring seamless integration and adoption of our products/services. 

• Monitor client health, usage, and satisfaction, proactively addressing concerns and identifying opportunities for improvement. 

• Conduct regular check-ins, business reviews, and feedback sessions with clients. 

• Collaborate with Product, Support, and Sales teams to address client needs and advocate for their interests. 

• Drive renewals, upsells, and cross-sell opportunities by understanding client goals and aligning solutions. 

• Serve as the escalation point for client issues, ensuring prompt and effective resolution. 

• Lead and manage client-facing and internal projects, from initiation to completion. 

• Develop project plans, define milestones, allocate resources, and track progress. 

• Coordinate with cross-functional teams to deliver project goals and timelines. 

• Identify project risks and issues and implement mitigation strategies. 

• Ensure project documentation, reporting, and communication with stakeholders. 

Qualifications: 

• Bachelor's degree in business, Management, or a related field (advanced degree preferred). 

• Minimum of 7 years’ experience in customer success, account management, or a client-facing role. 

• At least 2 years’ experience managing projects, preferably in a technology or SaaS environment. 

• Demonstrated success in building and maintaining strategic client relationships. 

• Strong project management skills, including planning, execution, and stakeholder communication. 

• Proficiency with CRM and project management tools (e.g. Salesforce, Jira, Asana). 

• Excellent communication, problem-solving, and negotiation skills. 

• Ability to manage multiple priorities in a dynamic, fast-paced environment.