Program Manager

1. Client Relationship Management

Serve as the primary point of contact for assigned client accounts

Build strong, long-term relationships with client stakeholders

Conduct regular business reviews and performance discussions

Understand client needs and align solutions accordingly

2. Account Growth & Strategy

Identify opportunities for upselling and cross-selling services

Drive revenue growth within existing accounts

Develop account plans and strategic roadmaps

Support contract renewals and negotiations

3. Service Delivery & Operations Coordination

Ensure smooth execution of daily transport operations

Coordinate with internal teams to resolve service issues quickly

Monitor SLAs, KPIs, and compliance requirements

Drive continuous improvement in service quality

4. Performance Monitoring & Reporting

Track key metrics such as on-time performance, utilization, and customer satisfaction

Prepare and present reports to clients and internal leadership

Use data insights to recommend improvements

5. Issue Resolution & Escalation Management

Handle client escalations and critical incidents

Ensure timely resolution and root cause analysis

Implement preventive measures to avoid recurrence

6. Cross-functional Collaboration

Work closely with operations, product, finance, and tech teams

Ensure client requirements are translated into actionable deliverables

Support implementation of new features or services

Required Skills & Qualifications

Bachelors degree (MBA preferred)

6–8 years of experience in account management, client success, or operations

Strong communication and stakeholder management skills

Data-driven mindset with analytical abilities

Experience in logistics, SaaS, or mobility solutions is a plus

Problem-solving and crisis management skills

Key Competencies

Customer-centric approach

Strategic thinking

Ownership and accountability

Negotiation and influencing skills

Ability to work in a fast-paced environment

KPIs / Success Metrics

Client satisfaction (CSAT/NPS)

Account retention and renewal rate

Revenue growth within accounts

SLA adherence and operational efficiency

Escalation resolution time