• Build and maintain trusted, long-term relationships with clients by understanding their goals, challenges, and evolving needs.
• Act as the primary liaison for client communication, addressing inquiries, concerns, and escalations with professionalism.
• Conduct regular client check-ins, business reviews, and feedback sessions to ensure satisfaction and identify opportunities for growth.
• Capture client insights and feedback to drive internal improvements in services, processes, and offerings.
• Collaborate with leadership to align client goals with company strategy and ensure key account health.
  
  
  

• Lead and manage delivery teams to ensure timely, high-quality service execution aligned with client expectations and internal standards.
• Monitor KPIs, milestones, and service-level agreements (SLAs) across projects and clients.
• Assign and balance workloads, track team performance, and ensure alignment between resource capabilities and project requirements.
• Conduct regular team meetings and one-on-ones to support professional development, address challenges, and ensure engagement.
• Perform quality reviews of team outputs, provide constructive feedback, and drive a culture of accountability.
  
  
  

• Strong English communication skills both verbal and written.
• Ability to work effectively in US Eastern Standard Time (EST) hours.
• Bachelors degree in Business, Computer Science, IT, or a related field.
• 5-8 years of experience in client relationship management and/or service delivery, preferably in IT, MSP, or Call Center environments.
• Proven ability to manage multiple client accounts and internal team concurrently.
• Experience leading cross-functional teams with a focus on performance, quality, and continuous improvement.
  

Please refer to job description.