Service Relationship Manager
Core
Drive client advocacy and satisfaction for strategic clients by acting as the operational single point of contact, managing escalations, and leading continuous service improvement.
Role type
Senior Service Relationship Manager
Builds
Consistent and simple client experiences, service performance reports, and client improvement plans.
Domain
Professional Services / Data & Technology
Deliverable
client delivery
Required skills
Client relationship management, service governance, SLA/KPI management, cross-functional orchestration, data analysis, risk management, stakeholder influence, CRM proficiency, strategic planning
Preferred skills
ITIL certification, experience in Banking or Telco, experience with SaaS/API microservices, experience in multinational matrix environments
Technologies
CRM platforms, service management platforms, RAID tools, dashboards
Responsibilities
Manage client escalations to resolution, lead continuous service improvement (CSI) initiatives, analyze service performance data to recommend corrective actions, oversee the client journey lifecycle from onboarding to offboarding, coordinate cross-functional teams for service delivery, and report service insights to stakeholders.
Seniority
Senior, hands-on IC