Sakon
Website:
sakon.com
Job details:
Position: Associate Manager – Client Relation
Job Location: Pune, India
Work Mode- Hybrid
Shift Time: 5:00 PM-2:00 AM, 6:00 PM-3:00 AM
Our journey
Sakon offers a SaaS platform and services to optimize enterprise mobility expenses, lifecycles, and support. Integrating data from carriers, HR, MDM, and Finance, it streamlines workflows, provides insights, and ensures accurate reporting. Features include invoice auditing, lifecycle management, 24x7 support, and seamless ServiceNow integration. Additional services like MDM administration and BYOD management enhance operations, driving savings and efficiency. Manage mobile investments confidently with Sakon. Learn more at www.sakon.com.
The Value We Deliver
SAKON empowers employees with self-service and real-time updates via a branded portal, app, email, chat, or ServiceNow. It streamlines policy management, optimizes costs, addresses usage issues, and integrates data from carriers, MDM, HR, and Finance. SAKON delivers insights, ensures compliance, and drives efficiency across mobile inventory and expenses.
Role Overview/Your Impact
We are seeking a highly motivated and experienced Customer Relationship Manager (CRM) to oversee and enhance customer relationships while ensuring a seamless customer experience. This role is critical in driving customer success, ensuring operational excellence, and fostering long-term partnerships that contribute to the organization’s growth objectives.
The ideal candidate will proactively manage risks, improve customer satisfaction, align customer expectations, and maintain effective communication with clients and internal teams. This role requires strong analytical, communication, and problem-solving skills to drive customer success and business growth.
Key Responsibilities
- Risk Management
- Provide timely updates on business rules to ensure compliance and operational efficiency.
- Monitor escalation trends for all managed services functions and volume patterns for delivery teams to identify potential risks.
- Capture and analyse customer feedback/sentiment to address concerns effectively.
- Identify and resolve subjective operational risks that may impact service delivery for Managed Services.
- Review data to detect and mitigate revenue leakage, ensuring financial integrity.
- Identify communication risks and implement strategies to prevent misunderstandings or misalignment.
- Customer Experience
- Proactively engage with clients to improve efficiency and customer satisfaction.
- Ensure proactive and effective communication with customers to address concerns and set clear expectations.
- Identify process gaps, collaborate with customers to mitigate them, and improve operational workflows.
- Enhance ease of product usage by addressing pain points in collaboration with internal teams.
- Standardize processes, messaging, and interactions across customers for consistency.
- Monitor customer support tickets to ensure that requests and issues raised are addressed promptly.
- Drive improvements in key metrics such as CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
- Customer Expectations
- Ensure timeliness for Managed Services Delivery while proactively informing clients of any blockers or delays.
- Maintain high standards for client support response times with clear, effective communication.
- Understand client requirements thoroughly and set realistic expectations to foster trust.
- Take a proactive approach to problem-solving by anticipating issues before they escalate.
- Customer & Internal Communication
- Conduct weekly/monthly client meetings to review progress, address concerns, and strengthen relationships.
- Lead Monthly Business Reviews (MBRs) and participate in Quarterly Business Reviews (QBRs) to discuss performance metrics, updates, and strategic plans for Managed Services with clients.
- Perform quarterly reviews of business services offered to customer to ensure alignment with client needs.
- Develop and maintain a comprehensive vendor and client communication matrix for streamlined interactions.
- Keep detailed records of client meeting notes as well as internal meeting notes for future reference and action planning.
- Foster collaboration between the CRM team and the Customer Success Management (CSM) team for aligned goals.
- Proactive Actions
- Analyse data trends to uncover actionable insights that can be shared with customers for added value.
- Manage issues/escalations proactively by addressing them before they impact customer relationships or operations.
Our Expectations
- Proven experience in customer relationship management or a related field (e.g., account management, customer success).
- Strong analytical skills with the ability to interpret data trends and identify risks or opportunities.
- Excellent communication skills—both verbal and written—to engage effectively with clients at all levels.
- Demonstrated ability to manage escalations, resolve conflicts, and build long-term customer relationships.
- Proficiency in CRM tools/software for tracking client interactions and maintaining records accurately.
- Strong organizational skills with attention to detail for managing multiple priorities simultaneously.
Key Performance Indicators (KPIs):
- Improvement in CSAT/NPS scores over time.
- Timely response and resolution for support requests received.
- Customer engagement
- Proactive escalation management.
- Reduction in escalation volumes – Effectively and timely de-escalating, Ave Response times, through proactive risk management strategies.
- Timely completion of MBRs/QBRs with actionable outcomes documented clearly.
- Identification of revenue leakage or process gaps with successful resolution measures implemented.
The SAKON Spirit
At Sakon, teamwork and excellence define our culture. Our diverse team of engineers, telecom experts, and CPAs share a passion for innovation and service. Driven by collaboration, our global teams deliver exceptional customer experiences, combining technical expertise with a human touch to achieve great results with enthusiasm and care.
Benefits And Perks
- Flexible Holiday Policy (choose your own holidays)
- Hybrid Working Options
- Life & Medical Insurance
- Focus on Skill Development, Re-imbursement for Certifications
- Wifi-Mobile bill reimbursement
- Employee well-being activities
How To Apply And Interview Process
To apply, kindly share the resume with talentacquistion@sakon.com.
If your profile is shortlisted, you will be invited to complete a communication test followed by interviews.
Interview Process
Level 1 operations/ Technical Round
Level 2 operations/ Technical Round
HRBP Round – Salary discussion & Cultural fitment check
Click on Apply to know more.