Client Operation Associates

This role is for one of the Weekday's clients

Min Experience: 2 years

Location: Mumbai

JobType: full-time

We are looking for a dedicated and experienced client operations professional to join our fast-growing team. As a tech-savvy individual, you'll play a pivotal role in driving platform value for clients and supporting enterprise SaaS implementations. You will act as a trusted advisor, helping clients overcome technical and operational challenges while ensuring seamless onboarding and adoption of the platform.

With a deep understanding of enterprise software, you will provide innovative solutions to enhance the customer experience and help clients achieve their strategic objectives.

Requirements

Responsibilities:

• Ensure seamless implementation and execution of projects, while providing immediate support to product users.
• Train clients on product features to maximize utility and ensure value realization, including timely resolution of support tickets and adherence to SLA compliance.
• Engage regularly with clients to resolve queries across all product functionalities.
• Maintain accurate and updated records in the CRM, keeping all stakeholders informed.
• Own key metrics such as NPS, product adoption, change management, and user certification.
• Deliver structured feedback and insights to internal teams and provide suggestions for product improvements.
• Monitor service levels and serve as a point of contact for complex issues, ensuring swift on-ground resolution.

Requirements:

• Bachelor's or Master's degree in Computer Science, Information Technology, Business Management, Statistics, or a related field.
• 23 years of experience in client operations, preferably with enterprise SaaS platforms.
• Proficient in using cloud tools like Google Analytics, CRM systems, ticketing platforms, Postman, and other system integration software.
• Skilled in Microsoft Office, particularly PowerPoint, Word, and Excel.
• Ability to thrive in a fast-paced environment, meet tight deadlines, and adapt quickly to changing priorities.
• Excellent verbal and written communication skills, with the ability to influence, negotiate, and conduct effective presentations and trainings.
• A proactive problem solver with a hands-on approach and strong willingness to learn.
• Energetic and confident personality with a collaborative spirit; a sense of humor is a plus.
• Willingness to travel extensively within and across cities (up to 100%).

Key Skills:
Customer Retention | Customer Support | Customer Onboarding | Client Relationship Management | Technical Product Training | Ticket Management | Enterprise Software | Customer Satisfaction