Associate Vice President - Client Operation

This role is for one of the Weekday's clients

Min Experience: 11 years

Location: Mumbai

JobType: full-time

We are seeking a seasoned professional to lead Client Operations as an Associate Vice President , responsible for ensuring seamless project execution, high-quality client support, and product adoption. The role requires a strategic mindset combined with hands-on execution to manage enterprise-level SaaS clients, drive customer success, and foster long-term relationships across a global client base.

Requirements

• Oversee smooth implementation and execution of projects while ensuring immediate and effective user support.
• Train clients on product features to maximize adoption, value realization, and user satisfaction.
• Ensure timely resolution of support tickets with strict adherence to SLA compliance.
• Act as a primary liaison with clients, engaging on a daily, weekly, and monthly basis to address product-related queries and requirements.
• Maintain accurate and up-to-date records in CRM systems, ensuring data integrity and transparency across stakeholders.
• Take end-to-end ownership of NPS (Net Promoter Score), product adoption, change management, and user certification.
• Gather structured client feedback, communicate business-critical insights to senior leadership, and provide input for product enhancements.
• Monitor service quality, manage complex escalations, and serve as the primary point of contact for on-ground issue resolution.

• Bachelor's or Master's degree in Computer Science, Information Technology, Business Management, Statistics, or a related field.
• 1115 years of experience in client operations, with a strong background in enterprise SaaS environments.
• Proficiency in using cloud-based tools such as Google Analytics, CRM platforms, ticketing systems, and integration tools like Postman and APIs.
• Strong command of MS Office Suite, particularly PowerPoint, Word, and Excel.
• Agile and adaptable, with the ability to manage multiple tasks under tight deadlines in high-pressure scenarios.
• Excellent verbal and written communication skills, with the ability to influence, present, and lead client discussions and training sessions.
• A proactive, problem-solving attitude and a willingness to take initiative and learn by doing.
• A confident and energetic personality with the ability to motivate teams and bring a positive, engaging dynamic to the workplace.
• Willingness to travel frequently (up to 100%) within and between cities as required by client engagements.

• Customer Onboarding & Support
• Customer Retention & Relationship Management
• SaaS & Enterprise Software Experience
• Escalation & Ticket Management
• B2B Client Operations
• Global Client Engagement
• SLA Management
• Product Adoption & Change Management