Mindtel Global
Website:
mindtelglobal.com
Job details:
A fast-growing technology-enabled customer experience and communications services provider operating in the B2B SaaS and Telecom sector. We deliver enterprise-grade voice, messaging, and support solutions to global customers and manage mission-critical client relationships through on-site operational teams. This opportunity is for an on-site Client Services role based in India, focused on delivering high-quality account servicing, SLA adherence, and strong client retention.
Role & Responsibilities
- Serve as the primary point of contact for assigned client accounts, managing day-to-day queries, requests, and service delivery.
- Drive client onboarding and handoffs: coordinate internal teams, document requirements, and ensure timely go-live against SLA commitments.
- Monitor account health and SLA metrics; produce regular reports and recommend corrective actions to maintain contract KPIs.
- Own escalation management: troubleshoot client issues, coordinate cross-functional resolution, and communicate status updates to stakeholders.
- Identify upsell and retention opportunities by capturing client feedback, documenting pain points, and collaborating with commercial teams.
- Maintain accurate account records in CRM and ticketing systems; ensure compliance with process checklists and quality standards.
Skills & Qualifications
- Must-Have
- Proven experience in a client-facing account servicing role within B2B or telecom/BPO environments.
- Hands-on experience with CRM and ticketing platforms (Salesforce, Zendesk, Freshdesk).
- Strong account management capabilities including SLA management and escalation handling.
- Proficiency in Microsoft Excel for reporting and data analysis.
- Excellent verbal and written communication skills with an ability to present status and recommendations to clients and internal stakeholders.
- Preferred
- Experience supporting enterprise or SaaS customers with formal SLA-driven contracts.
- Familiarity with voice/messaging or telecom service delivery workflows.
- Multilingual ability or prior exposure to international client accounts.
Benefits & Culture Highlights
- On-site, collaborative team environment with structured training and clear career progression pathways.
- Competitive compensation with performance-linked incentives and professional development support.
- Exposure to enterprise clients and cross-functional stakeholders—ideal for candidates aiming to grow in client success or account leadership roles.
Skills: salesforce,microsoft excel,account management,b2b,freshdesk,escalation management,zendesk
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