Customer Success Executive

The Customer Success Executive acts as the single point of contact (SPOC) for operational interactions between Innovation Team and Client stakeholders (Section Managers, Directors, HR, and Operations). The role ensures seamless client experience by managing timesheet processes, approvals, payroll offsets, and support on client internal tools, while also addressing employees' operational queries.

Purpose of the Role

To strengthen customer satisfaction and operational continuity by bridging communication between client teams, employees, and internal departments (Account Management, HR, Operations, Finance, and Fulfilment). The CSR ensures that all client-facing operational deliverables (e.g., timesheets, internal tool migrations, campaigns) are completed on time, accurately, and in compliance with client processes and ITC policies.

Key Responsibilities

Timesheet & Billing Support

• Prepare consolidated timesheets for employees based on internal systems of InnovationTeam as well as time capturing systems from client’s side.
• Circulate timesheets to employees for self‑verification and comments and send them to client Section Managers for approvals before deadlines. Track and follow up with client approvers for pending timesheet confirmations. Maintain mapping of employees and client approvers (Section Manager, Director). Update Operations for any changes in client hierarchy.
• Coordinate with Finance for Delivery Notes (DN) preparation and follow‑up with client’s GM approval by liaising with account management.
• Work on automating the process with the help of Technology department.

Payroll Coordination

Client System Support

Client Ad‑hoc Requests

Employee Support (Operational)

Reporting & Documentation

Data & Documentation Management

Continuous Improvement

Required Skills & Competencies

Qualifications & Experience

Bachelor’s degree in Business Administration, Operations, or a related field.

4 – 6 years of experience in a Customer Success / Operations Support / Client Service role, preferably within IT or telecom outsourcing.

Prior experience handling timesheet‑based billing is a strong advantage.

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