As a Client Lead, you will be the voice of the customer for Madras and the face of the company for our customers. You will have a strong customer-centric focus and have the ability to quickly understand customer requirements and translate them into operational specs.

A Client Lead manages client accounts that are more complex in nature due to the involvement of their deliverables, number of measures, reporting structure, and/or growth potential. The Client Lead maintains regular client communication and addresses any client issues. The Client Lead will oversee the ongoing satisfaction and growth of client relationships.

• Single point contact for the client and the senior management for a specific shift/team
• Must be organized with good project management, sales and strategic planning abilities
• Must have in-depth knowledge about the company's products and services; and be comfortable training end users in one-on-one and group settings
• Must have strong problem-solving and follow-through skills and be able to work independently, lead teams and interact with various levels of management

• Oversee and coordinate the day-to-day shift/team activities
• Oversee and coordinate client escalated production/operational issues
• Closely work with production/operations team on staffing schedules
• Manage and oversee effective dissemination of client information to the production teams and maintain appropriate documentation in line with ISO & QMS requirement
• Responsible for quality and timely completion of all self- and team- deliverables
• Monitor the effectiveness of the processes and recommend continual improvements
• Ensure that the feedback from Revision analysis / star ratings are disseminated to the team members and taking ownership of the appropriate action items for improvement
• Timely flagging of issues to management through organised (preferred) and ad hoc channels

• Manage and maintain all client dashboards and responsible for distribution of reports in an agreed timeframe or SLA
• Manage and improve service levels
• Manage and maintain demand/volume vs. capacity reports and provide necessary insights to internal and external stakeholders
• Responsible for timely preparing Service Recovery Reports for defective products
• Follow a systematic triage process when responding to customers on escalations.

• Must have a strong customer focus
• Outstanding communication and presentation skills
• Possess people/team management skills
• Sounds confident, assertive on customer calls (video and/or audio conference)
• Highly organized, self-motivated and passion for creating customer satisfaction.
• Takes ownership of the process/team end-to-end to achieve organisations and customer’s objective
• Demonstrates high level of energy, is flexible, is multi-tasking, etc.
• Proficiency in Browsing, MS – Office suite
• Knowledge in designing software’s for Print and Digital Advertising industry or Printing Technology knowledge would be added advantage

• Graduation in any discipline.
• Minimum 5+ years in handling and supporting overseas clients
• Experienced in client interaction through e-Mail / chats / phone
• Experience in relevant industry would be preferable
• Experience in directly managing a team would be an added advantage