Senior Account Manager - US Market

Senior Client Relations Specialist

Are you an experienced client relations or account management professional who knows how to build strong relationships, resolve challenges, and identify opportunities for account growth?

Join KALAM as a Senior Client Relations Specialist and take ownership of a portfolio of clients, acting as the primary link between them and our internal teams. You will play a key role in strengthening client satisfaction, supporting retention and renewals, managing escalations, and identifying opportunities to expand our partnerships.

About the Role

As a Senior Client Relations Specialist, you will manage the day-to-day relationship with assigned clients and develop a strong understanding of their business, priorities, expectations, and evolving needs.

This role goes beyond responding to client requests. You will proactively monitor account health, identify potential risks, coordinate the resolution of service issues, support renewals, and uncover opportunities for account growth.

You will work closely with Operations, Service Delivery, Quality, Finance, Business Development, Technology, and other internal teams to ensure client commitments are clearly communicated and effectively delivered.

Key Responsibilities

Client Relationship & Portfolio Management

• Own the day-to-day relationship for an assigned portfolio of clients.
• Act as the primary coordination point between clients and KALAM's internal teams.
• Develop a deep understanding of each client's business, operating model, requirements, priorities, and contractual commitments.
• Build trusted professional relationships with stakeholders at different organizational levels.
• Maintain proactive and regular communication with clients.
• Ensure clients receive accurate, professional, consistent, and timely communication.
• Monitor overall account health and proactively identify potential risks and opportunities.

Client Experience & Retention

• Monitor client satisfaction and the overall client experience across assigned accounts.
• Identify early signs of dissatisfaction, service concerns, relationship deterioration, or potential churn.
• Coordinate proactive actions with internal teams before issues escalate.
• Support client retention and renewal activities.
• Gather, document, and communicate client feedback to relevant stakeholders.
• Help strengthen relationships that position KALAM as a trusted long-term business partner.

Complaint & Escalation Management

• Own client complaints and escalations from acknowledgment through resolution and closure.
• Assess issue urgency, severity, and business impact.
• Coordinate with Operations, Service Delivery, Quality, Finance, Technology, and other relevant teams to resolve issues.
• Keep clients informed throughout the resolution process.
• Follow up on agreed actions and ensure commitments are completed.
• Support root-cause analysis to help prevent recurring issues.
• Escalate major relationship, service, contractual, or financial risks when required.

Account Growth & Commercial Opportunities

• Identify potential opportunities for account expansion, upselling, cross-selling, and additional services.
• Understand changing client requirements and translate them into potential business opportunities.
• Qualify potential opportunities before escalating them to the Senior Client Relations Manager and/or Business Development team.
• Provide relevant client and account intelligence to support opportunity development.
• Coordinate internally to confirm operational feasibility before commitments are made.
• Support proposals, renewals, and account expansion discussions.
• Maintain ownership of the overall client relationship while senior management or Business Development leads final commercial negotiations.

Renewals & Contract Support

• Monitor upcoming contract renewals and begin preparations well in advance.
• Review client satisfaction, account performance, risks, outstanding issues, and potential growth opportunities before renewal discussions.
• Coordinate required information with internal stakeholders.
• Support renewal negotiations and discussions.
• Ensure agreed contractual changes and client commitments are clearly communicated internally.

Financial & Collection Support

• Maintain awareness of the financial status of assigned client accounts.
• Coordinate with Finance regarding overdue invoices and collection priorities.
• Follow up professionally with clients regarding outstanding balances.
• Escalate payment disputes, recurring collection issues, or financial risks when needed.
• Coordinate with Finance to resolve client queries related to invoices.

Client Intelligence & Forecasting

• Maintain accurate and up-to-date information on assigned accounts.
• Track changes in client demand, expected volumes, service requirements, business conditions, and expansion plans.
• Share relevant client insights with Operations, Planning & Control, Finance, Business Development, and other stakeholders.
• Support operational and commercial forecasting through timely client intelligence.
• Identify relevant market or competitor information obtained through client interactions.

Cross-Functional Coordination

• Collaborate closely with Service Delivery, Operations, Planning & Control, Quality, Finance, Business Development, Technology, and other departments.
• Translate client requirements into clear and actionable internal information.
• Ensure internal stakeholders understand client priorities and commitments.
• Coordinate cross-functional actions related to assigned accounts.
• Follow up on delays, gaps, conflicting information, or unresolved actions that may affect the client relationship.
• Ensure external commitments remain aligned with KALAM's operational capabilities.

Qualifications & Experience

Education

• Bachelor's degree in Business Administration, Management, Marketing, Communications, or a related field.

Experience

• 3–4 years of relevant professional experience.
• At least 2–3 years of experience in Client Relations, Account Management, Customer Success, Service Delivery, BPO, or a similar client-facing role.
• Proven experience managing multiple client accounts or stakeholder relationships simultaneously.
• Previous experience within BPO, outsourcing, interpretation, contact centers, customer experience, or professional services is highly preferred.

Key Competencies

• Client Relationship Management
• Account Management
• Customer Success & Retention
• Complaint & Escalation Management
• Stakeholder Management
• Cross-Functional Coordination
• Business Development & Account Growth
• Negotiation & Commercial Awareness
• Problem Solving
• Communication & Presentation Skills
• Client Reporting & Account Intelligence
• Time Management & Prioritization

Why Join KALAM?

KALAM provides language and business-process solutions to organizations across international markets, with services covering areas such as remote interpretation, customer experience management, shared services, and digital CX.

If you are passionate about building strong client partnerships, solving complex challenges, and contributing to long-term account growth, we would like to hear from you.

Originally posted on Himalayas