Client Partner

• Establish and maintain the primary business relationships with customer teams.
• Creates and delivers quarterly business reviews, aligns initiatives with client and identifies upsell and cross-sell opportunities.
• Identifies business value provided by the contracted solution; understands the business objectives of the customers at various stages of the relationship to aligns services with those objectives.
• Understands the ROI calculations and ensures that the relationship is living up to expectations.
• Identifies areas of risk and takes steps to prevent customer and/or revenue churn.
• Responsible for defining and executing product adoption and customer retention plans.
• Coordinates with operational departments to ensure service levels are met and positive user experience.
• Own regular update calls to provide the customer with an overview of all activities taking place across the various services that are provided as part of the partnership.
• Ensure the support team is following rules of engagement as documented during implementation and updated throughout the partnership
• Handle customer and vendor escalations and engage management as required; identify potential challenges early and involve key resources to resolve thereby avoiding further escalations.
• Responsible for owning customer portfolio and delivering contracted services, including maintenance of any internal processes and documentation requirements
• Capture system or process enhancement asks; document and communicate needed enhancements to appropriate internal stakeholders for work/cost estimations.
• Ensure customer is aware of enhancements and functionality additions and collaborate with customer to use/implement such functionality where appropriate.
• Track customer satisfaction levels and make recommendations for improvement.
• Oversight of customer invoicing as it relates to contractual deliverables.
• Works with bf Finance/Accounting on any invoicing related questions and corrections.

Client Success Manager at brightfin managing telecom expense management for customers

Client Success Manager

Client Success Manager at brightfin overseeing customer success in Telecom Expense Management. Managing relationships, deliverables, and customer satisfaction for contracted services.

• Ensures stability and operational excellence across complex and high-load client accounts
• Focuses on operational execution quality and commercial growth within existing accounts
• Prevents crises and reduces escalations to Lead/Head level
• Maintains high service standards across the portfolio
• Independently manages 5–7 high-load or high-risk accounts
• Controls statuses, deadlines, and input data quality
• Leads monthly and quarterly meetings
• Initiates new traffic streams, new GEOs, and volume increases
• Early identification of risks: launch delays, incomplete briefs, and repeated scope changes
• Handles escalations from Junior and Middle team members

Senior Client Operations Manager ensuring stability and operational excellence in high-load accounts

Senior Client Operations Manager

Senior Client Operations Manager at fast-growing retargeting agency ensuring operational excellence in client accounts. Managing complex demands and preventing operational chaos.

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Client Success Manager

Senior Client Operations Manager