Customer Success Executive

The Customer Success Executive acts as the single point of contact (SPOC) for operational interactions between Innovation Team and Client stakeholders (Section Managers, Directors, HR, and Operations). The role ensures seamless client experience by managing timesheet processes, approvals, payroll offsets, and support on client internal tools, while also addressing employees’ operational queries.

Purpose of the Role

To strengthen customer satisfaction and operational continuity by bridging communication between client teams, employees, and internal departments (Account Management, HR, Operations, Finance, and Fulfilment). The CSR ensures that all client-facing operational deliverables (e.g., timesheets, internal tool migrations, campaigns) are completed on time, accurately, and in compliance with client processes and ITC policies.

Key Responsibilities Timesheet & Billing Support

• Prepare consolidated timesheets for employees based on internal systems of Innovation Team as well as time capturing systems from client’s side.
• Circulate timesheets to employees for self-verification and comments & send them to Client Section Managers for approvals before deadlines. Track and follow up with Client approvers for pending timesheet confirmations. Maintain mapping of employees and Client approvers (Section Manager, Director). Update Operations for any changes in client hierarchy
• Coordinate with Finance for Delivery Notes (DN) preparation and follow-up with client’s GM approval by liaising with account management.
• Work on automating the process with the help of Technology department

Payroll Coordination

• Liaise with HR to flag unapproved or rejected hours for payroll offset (loss of pay)
• Ensure synchronization between approved hours and HR payroll processing deadlines

Client System Support

• Act as the support contact for client’s internal tools (Availo, Gates, etc.).
• Facilitate onboarding of new employees into client systems.
• Coordinate with Client’s IT Helpdesk for tool-related technical issues

Client Ad-hoc Requests

• Support client campaigns (e.g., golden image migration, tool migrations, compliance checks).
• Track completion of campaign tasks by relevant employees.
• Escalate non-compliance or delays to Customer Success Manager.

Employee Support (Operational)

• Address employee queries regarding onboarding, access issues, attendance discrepancies, or client system usage.
• Route requests to respective departments (HR, IT, Admin, etc.) for resolution and to client departments.
• Maintain employee communication logs for traceability.

Reporting & Documentation

• Maintain records of client communications, timesheet cycles, and escalations.
• Prepare weekly and monthly dashboards on client satisfaction, approval rates, and SLA adherence

Data & Documentation management

• Ensure proper data repository management and document preparation for all processes.
• Maintain organized folders for timesheets, approvals, and communications per client and month.
• Ensure all records are retrievable for audits and client reviews.

Continuous Improvement

• Maintain records of client communications, timesheet cycles, and escalations.
• Prepare weekly and monthly dashboards on client satisfaction, approval rates, and SLA adherence.
• Be open to evolving responsibilities as client processes expand. The role may include additional tasks in the future to enhance customer experience and operational excellence

Required Skills & Competencies

• Customer Communication, Problem Solving, Collaboration, Cultural Awareness, Process Orientation, Stake Holder Management, Data Accuracy & Attention to details & Tools proficiency.
• Customer Service Mindset and Resourcefulness to proactively solve client or employee issues with minimal supervision.

Qualifications & Experience

Bachelor’s degree in Business Administration, Operations, or a related field.

4 - 6 years of experience in a Customer Success / Operations Support / Client Service role, preferably within IT or telecom outsourcing.

Prior experience handling timesheet-based billing or is a strong advantage.

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