Client Service Partner

The Client Service Partner (CSP) is responsible for delivering an exceptional end-to-end client experience, ensuring seamless onboarding, satisfaction, and retention across their portfolio. Acting as a trusted advisor and primary point of contact, the CSP partners with clients to understand their goals, resolve challenges, and drive continuous improvement and value creation.The role requires proactive engagement, ownership, and accountability for client outcomes - ensuring that every client and their employees experience a smooth onboarding, efficient service delivery, and measurable satisfaction throughout their lifecycle with TopSource.

Base location: Kalyani Nagar, Pune

Reports to: Head of Client Success

Responsibilities:

• Client Relationship and Experience Management•Develop and maintain strong, trust-based relationships with key client stakeholders.•Act as the client's service delivery partner, ensuring their objectives are understood and met.•Lead client onboarding to ensure a seamless experience for both clients and their employees.•Actively manage client satisfaction through regular check-ins, service reviews, and proactive communication.•Take accountability for the overall client experience within assigned portfolio.•Provide regular reports and updates on account status, performance metrics, and key milestones.
• Client Retention and Growth•Own client retention targets for the portfolio.•Identify opportunities for service expansion, efficiency improvement, and value creation, in collaboration with the Strategic Account Manager.•Analyse client data and feedback to anticipate needs and mitigate potential risks to retention.
• Service Delivery and Issue Resolution•Partner with operations, payroll, and other delivery teams to ensure accurate, timely, and consistent service across all service lines.•Resolve service issues promptly, driving root-cause analysis and permanent solutions.•Ensure consistency and compliance in client processes and advocate for standardisation and automation where possible.
• Onboarding and Implementation Excellence•Manage the onboarding process for new clients, ensuring clear timelines, milestones, and success measures.•Coordinate with internal teams to deliver a smooth employee onboarding experience.•Monitor post-onboarding feedback and implement continuous improvements.Reporting and Insights•Maintain accurate client records and activity tracking in HubSpot CRM.•Produce regular reports on client satisfaction (NPS, CSAT), retention, and service metrics.•Use data to inform actions, identify trends, and present insights to leadership.
• Project Management:•Coordinate and manage projects for the client, ensuring timely delivery and quality of work.•Manage client expectations and communicate project status regularly.•Collaborate with internal teams to ensure seamless project execution.
• Collaboration and Continuous Improvement•Work closely with internal departments (Operations, Product, Technology, and Sales) to deliver seamless service.•Participate in cross-functional initiatives to enhance the overall service experience.•Contribute ideas for service innovation and process optimisation.

Skills and knowledge Proven success in client service, account management, or customer experience roles, ideally in global payroll, EOR, or HR services.•Strong understanding of client lifecycle management, from onboarding to retention.•Exceptional communication and relationship management skills.•Commercial acumen with the ability to identify and articulate client value.•High attention to detail, analytical mindset, and strong problem-solving skills.•Proficiency with CRM tools (preferably HubSpot) and comfort using data to inform decisions.

Competencies Data driven decision making - the ability to use data effectively to determine and execute the account management approach to achieve growth targets. Learning agility - the ability to learn, adapt and be agile in a fast paced and changing business environment Teamwork and collaboration - proven competency in working very effectively as part of a team, of being able to establish strong and effective relationships and address obstacles to change and innovation Results orientation - initiative-taking and solutions focused, taking the right steps to ensure successful and positive outcomes for all key stakeholders Technical expertise - accomplished payroll / HR services knowledge Customer orientation - takes the time to understand clients, establishes strong relationships and highly effective communication Growth mindset - proactively seeks challenges and opportunities, flexible in approach and demonstrates resilience Commercial capability - ability to achieve positive financial outcomes, ensuring compliance and meeting client requirements Upselling and cross selling - ability to identify the opportunities, build a compelling solution for the client, articulate this effectively and deliver on the promise

Typical daily / weekly interactions Client meetings - virtual and in person, engaging with key stakeholders with the purpose of ensuring service standards are maintained, client issues are resolved, conducting service reviews and identifying expansion opportunities Operations teams - regular interaction with the operations teams to provide and receive feedback on client activity and service performance Reporting - provision of required reporting into the business through the CRM solution on client activity, regular engagement with the Operations Management team Product - regular engagement with the product teams to provide feedback on the development of Portico

Measures of success •Client retention within assigned portfolio.•Client satisfaction (NPS, CSAT).•Timely and successful client and employee onboarding.•Reduction in service issues and escalations.