Customer Service Representative

Client Success Representative

Quick description:

Client Success Representative A Project Manager or Scrum Master with a Computer Science or related degree and 2–3 years of experience, who thrives in client-facing environments and brings strong organizational, operational, and communication skills to the table.

Details:

Purpose and Key Responsibilities

The Client Success Executive serves as the operational backbone of client engagements, ensuring smooth execution across financial, logistical, and delivery-related processes. This role is pivotal in maintaining client satisfaction, mitigating risks, and identifying growth opportunities by coordinating internal teams and aligning client expectations with delivery capabilities and with ownership, to know all about the account and delivery, etc.)

Client Relationship & Health Monitoring

• Conduct and document Client & Team Health Checks
• Know, own, and manage all risks
• Attend and collaborate with the CSU lead on Quarterly Business Reviews (QBRs)

Growth & Strategic Enablement ( involved with CSU lead)

• Identify and action growth opportunities within accounts
• Client-side Promotions and COLAs
• Project Reallocations
• Margin refresh
• Track Open Positions and build
• Facilitate Referrals from clients and consultants

Candidate interview and onboarding Logistics

• Coordinate candidate internal and external interviews
• Manage onboarding/offboarding processes
• Client device delivery and return
• Plan and support Client and DP travel

Billing compliance

• Ensure Time Reporting Compliance
• Knowing the status of the financial health of the account.
• Manage Additional Time Reports

Job Description

Education: Have a 4-year degree in Computer Science, or related field,.

Years of Experience

Intermediate 2 - 3 years of experience in the project manager or scrum master role.

Behavioral expectations

Collaboration & Teamwork

Contributes to team discussions and internal processes when appropriate, supports team decisions, Helps on internal roles and responsibilities.

Encourages participation from other CSU members.

Interacts proactively with Unosquare stakeholders, account teams, and clients.

Communication

Communicates clearly, professionally, and in a timely manner in both verbal and written form across a wide variety of audiences.

Shows good emotional intelligence and always uses social awareness.

Listens actively, detects uncertainty in others, and encourages resolution.

Shows ability to read body signals during team and client interactions.

Creates and maintains lines of communication open and effective.

Ensures the highest quality of information and tailors communication.

Ability to discuss difficult topics and propose solution ideas.

Professionalism

Demonstrates commitment to the Company, the Client Success team, Engineers, and our clients.

Operates with integrity in all situations.

Identifies and resolves individual and organizational issues with objectivity.

Manages and supports multicultural groups

Handles personal and team adversity in a suitable manner.

Problem solving

Can identify and communicate risks, issues, or impediments proactively by getting the right teams.

or clients involved.

Continuous improvement

Comfortable and familiar with giving and receiving feedback in the context of risks. Furthers tech interests by attending meetups, workshops, events, and/or watching conference talks and/or reading material online.

Curiosity

Continual learner, enjoys learning, asks why, and shares ideas to improve.

Customer Focus with Attitude

Strives to exceed the expectations and requirements of internal and external customers; acts with customers in mind and values the importance of providing high-quality customer service.

Prioritization

Possess solid attention to detail and sense of urgency, and most importantly, “ ownership.”

Can prioritize their own work. Ability to adopt a methodical approach, managing multiple tasks simultaneously whilst maintaining a high level of accuracy in all work carried out.

Supervision

Works independently with minimal oversight.

Leadership and Mentoring

Promotes high performance.

Mentoring CSU Juniors and CSU Trainees

Builds and maintains effective relationships.

Takes accountability for delivering proper account management.

Technical expectations

Strong English level to communicate clearly, professionally, and in a timely manner in both verbal and written form across a wide variety of audiences.

Strong organization and good planning skills

Discipline in executing playbook processes.

Scrum master or Project Management experience.

Good at negotiating solutions and prioritizing alternatives.

Experience with the Agile/Iterative Methodology

Ensures key decisions are documented with supporting information and analysis as appropriate.

Can help to resolve blockers within their teams and clients.

Proactive and respectful communication with Clients /Delivery Professionals/Team members

Communicate with all levels throughout the CS Functional Unit and other FUs.

Engages with People Management members to analyze risks and issues.

Provides regular updates on the account health project to the team and stakeholders.

Provides constructive feedback, both positive and negative, to foster ongoing client partnerships.

Documents actions, mitigates risks, minimizes conflicts, and identifies sources to resolve issues effectively.

Monitors project risks and initiates response plans as needed.

Manages multiple accounts with an average of 110+ engineers.

Conducts project health checks with teams and clients professionally and amicably.

Interface with business users and technical staff

Experience working independently.

Effective project coordination and oversight

Facilitate status meetings with required stakeholders.

Foster clear communication and synchronize activities among multiple accounts.

Identify and evaluate business process improvement and growth opportunities.

Risk Management and resolution follow-up.

Fully understands the Full Life Cycle Projects from Start to Post-Implementation