Build and maintain strong client relationships.Understand client needs and objectives.Serve as the primary point of contact for client inquiries and support.Identify opportunities for expanding services with existing clients.Prospect and cultivate new client relationships.Collaborate with sales teams to drive client acquisition and retention strategies.Coordinate staffing assignments and consulting projects.Ensure timely delivery of services within project timelines and budgets.Allocate resources based on client demands and project requirements.Account Planning and Strategy:Develop account plans to achieve client retention and growth goals.Design tailored solutions to address client challenges and opportunities.Negotiate contracts, service agreements, and pricing.Ensure compliance with contractual terms and conditions.Track and report key performance metrics such as client satisfaction and revenue targets.Prepare regular reports for clients and internal stakeholders.Proactively address client issues and concerns.Provide exceptional customer service to maintain positive client relationships.Stay informed about industry trends and market conditions.Use market intelligence to identify business opportunities and challenges.Work closely with internal teams including sales, operations, and finance.Share client feedback and market insights to drive continuous improvement.

• Proactively monitored systems, environments, and batch schedules to ensure smooth operations and timely execution of tasks.• Documented incidents, changes, and issues in Service Desk systems, consolidating information from various sources such as alerts, phone calls, and emails.• Escalated complex issues to support staff and engineering teams for resolution, ensuring timely response and resolution.• Managed a diverse workload encompassing regular tasks and ad-hoc requests from customers and colleagues, prioritizing tasks based on urgency and impact.• Oversaw CA Workload Automation batch processing and Control-M execution, ensuring seamless operation of critical business processes.• Tracked and escalated problems to meet customer service requirements and SLAs, maintaining a high level of service delivery.• Utilized CRM systems like Clarify and gained exposure to Citrix environments and applications to support user needs effectively.• Executed backup and restore duties for UNIX/VMS systems, ensuring data integrity and disaster recovery readiness.• Contributed to Request for Change (RFC) processes and system migrations, ensuring smooth transitions and minimal disruption to operations.

• Gathered, validated, and documented business requirements, ensuring accuracy and alignment with organizational objectives. • Proficiently handled enquiries for web development, digital marketing, CRM tools, web designs, and e-commerce solutions via email, chat, phone calls, and online enquiries• Provided exceptional customer service and facilitated meetings to address inquiries and concerns effectively.• Modeled business processes, pinpointing opportunities for optimization and efficiency improvements.• Identified issues, risks, and benefits associated with existing and proposed solutions, highlighting their impacts on business operations.• Created comprehensive functional specifications for solutions, detailing requirements and functionalities.• Simplified complex information and translated technical jargon for broader team understanding.• Implemented and tested solutions to ensure functionality and compatibility with business needs.• Supported business transition and change management efforts, facilitating smooth transitions and adoption of new solutions.