Client Success Executive

Role Purpose

At Alite Projects, a Client Success Executive (CSE) is the primary point of contact for our agency partners. The CSE ensures smooth onboarding, manages ongoing communication, and drives delivery success across marketing, web, and software projects. They are responsible for protecting relationships, prioritising tasks with internal teams, and growing agency accounts.

Key Responsibilities

Client Relationship Management

• Act as the first line of contact for assigned agency partners.
  

• Build long-term trust by understanding client goals and challenges.
  

• Manage day-to-day communication and ensure fast responses.
  

• Escalate risks early and work with leadership to resolve issues.
  

Project Coordination

• Receive briefs from agencies, clarify requirements, and pass them to Business Analysts/Delivery Leads.
  

• Track progress of all assigned projects in Zoho Projects and keep clients updated.
  

• Ensure timelines and quality standards are met.
  

• Coordinate with CTO/VP for final review of estimates before sharing with clients.
  

Onboarding & Growth

• Manage onboarding for new agency partners, including explaining processes, tools, and support models.
  

• Identify upsell and cross-sell opportunities (e.g., adding SEO, Maintenance, Performance Marketing).
  

• Ensure agency partners are aware of new service offerings and pricing updates.
  

Reporting & Documentation

• Maintain updated records in Zoho CRM.
  

• Send weekly project and account health updates to clients.
  

• Capture client feedback and suggest improvements in delivery or communication.
  

Billing & Accounts

• Track hours, retainers, and project fees for assigned accounts.
  

• Draft invoices in Zoho Books/CRM with accurate details.
  

• Maintain a record of billing disputes or adjustments.
  

• Share billing status updates with CSM weekly.