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Associate Vice President - Client Operation

Mumbai, Maharashtra, India

110 Days ago

Job Description


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

Key Responsibilities
  • 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.
Requirements
  • 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.
Key Skills
  • 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

Key Skills Required

B2BMS OfficeAnalyticsBusiness ManagementChange ManagementCommunicationComplianceComputer ScienceCRM SystemsCustomer OnboardingCustomer RetentionCustomer SuccessData IntegrityEnergeticEnterprise SoftwareGoogle AnalyticsImplementationInfluenceInitiativeIntegrationIssue ResolutionLeadershipManagementNet PromoterOnboardingOwnershipProactiveProduct AdoptionProject ExecutionRealizationScienceService QualityStatisticsTicket ManagementTrainingTraining SessionsUser SupportValue RealizationWritten Communication

Job Overview


Job Function: Other

Job Type: Full Time

Workplace Type: Not Specified

Experience Level: Mid-Senior level

Salary: Competitive & Based on Experience

Experience: 15 - more than 15 years

Contact Information


Company Name: Weekday AI

Recruiting People: HR Department

Website: https://www.weekday.works

Location

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