Practice Manager - Customer Success at John Keells Group

Colombo, Western Province, Sri Lanka -

Full Time

Start Date

Immediate

Expiry Date

05 Sep, 26

Salary

0.0

Posted On

07 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Service Management, Account Management, Leadership, Stakeholder Management, Problem Solving, Negotiation, Performance Tracking, Resource Allocation, Budget Management, Coaching, Strategic Planning, Analytical Thinking

Industry

Holding Companies

Description

John Keells Information Technology (Pvt) Ltd (JKIT), a fully owned subsidiary of John Keells Holdings PLC, Sri Lanka's largest conglomerate listed on the Colombo Stock Exchange, is a global IT professional services leader, transforming enterprises with cutting-edge digital solutions. JKIT is a 100% cloud-native solutions provider, offering end-to-end digital transformation solutions in collaboration with global Principals like Microsoft, SAP, and Salesforce. Driven by a Cloud-first, Mobile-first and AI-first strategy, JKIT empowers businesses with innovation, agility, growth, and state-of-the-art security. We invite applications from suitably qualified individuals for the post of Practice Manager – Customer Success. The selected candidate will report to the Head of Customer Success.. The Practice Manager – Customer Success will be responsible for: Leading and managing the client service team to ensure timely, high-quality service delivery and strong client relationships. Developing and implementing client service strategies, processes, and best practices to drive customer satisfaction and business growth. Acting as the primary point of contact for key clients, managing escalations and ensuring overall client satisfaction. Monitoring team performance, tracking KPIs, and providing coaching and development to team members. Collaborating with cross-functional teams to ensure seamless service delivery and successful project execution. Identifying opportunities for service improvement and driving initiatives to enhance the overall client experience. Managing budgets, resource allocation, and operational efficiency within the client service function. Driving the adoption of tools, frameworks, and methodologies to improve service quality, consistency, and operational excellence. . The ideal candidate should possess: A Bachelor’s degree in Business, Management, or a related field; an MBA will be an added advantage. A minimum of 7 years of experience in client service, account management, or consulting, with at least 3 years in a leadership role. Strong leadership, team management, and coaching capabilities. Excellent communication, negotiation, stakeholder management, and problem-solving skills. Proven ability to manage multiple clients and projects simultaneously. A strong analytical mindset with experience in reporting, performance metrics, and service improvement initiatives. If you’re up for the challenge, please send your resume to careers@johnkeellsit.comor Click on the advert to apply. Please state the position you’re interested in the subject line of your email.

Responsibilities

Lead the client service team to ensure high-quality service delivery and maintain strong client relationships. Develop and implement strategies to drive customer satisfaction, manage key client escalations, and optimize operational efficiency.