job openings
At Madras, it is our objective to hire the best available talent. The hiring process is very rigorous and candidates go through a series of tests to assess their design capabilities and personality traits followed by multiple rounds of interviews.
Job Description:

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.

Client Management:
  • 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
Project 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
Reports Management:
  • 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.
Skills:
  • 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
Experience/Education:
  • 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
Apply now