1. Client Support & Escalation Management
- Serve as the primary POC for client inquiries, support requests, and escalations.
- Manage and resolve support tickets efficiently, ensuring a 90% One-Touch Resolution Rate.
- Conduct structured root cause analysis on recurring issues — going beyond the immediate fix to build preventive systems, playbooks, and escalation paths that reduce repeat incidents.
- Handle critical escalations that could impact fulfilment, brand reputation, or financials — including multi-stakeholder situations where both internal teams and clients are resistant or in conflict.
- Define and own clear escalation frameworks: know when to absorb, when to escalate, and how to build a business case when neither side will budge.
2. Account Success Management
- Build strong merchant relationships and serve as their trusted advisor — prioritising long-term trust over short-term appeasement.
- Monitor fulfilment SLAs (e.g., on-time dispatch, order cancellations) through active dashboard management and defined KPI thresholds, not reactive reporting.
- Design and implement proactive service gap interventions before they surface as client complaints or SLA breaches.
- Conduct Monthly & Quarterly Business Reviews (MBRs & QBRs) that go beyond reporting — delivering data-backed recommendations, continuous improvement proposals, and operational experiments.
- Identify upselling and cross-selling opportunities, driving revenue growth through new services, channels, and markets.
- Adapt communication style and negotiation approach based on client profile — especially when managing difficult, high-pressure, or emotionally escalated stakeholders.
3. Operational Excellence & Process Improvement
- Own the identification and execution of process improvement initiatives — not just flagging issues but driving measurable change with before/after outcomes.
- Apply structured improvement methodologies (e.g., root cause analysis, Lean, continuous improvement cycles) to reduce operational failures and drive efficiency.
- Build and maintain operational playbooks, SOPs, and performance dashboards that enable the team to act faster and smarter during high-volume or crisis periods.
- Demonstrate personal ownership of at least one operational transformation per account cycle — whether process redesign, automation identification, or data-driven workflow improvement.
4. Contract & Billing Management
- Ensure all services align with contract agreements, rate cards, and SLAs.
- Validate invoices, track payments, and follow up on overdue collections.
- Update shipping rates to reflect carrier price changes and ensure billing accuracy.
- Identify opportunities for contract renewals and service expansions.
- Manage re-contracting and proactively engage merchants before contract expiry.