Client Success Manager 2

The Client Success Manager will be responsible for nurturing & fostering strong client relationships/partnerships, ensuring high levels of satisfaction, and driving sustainable business growth. This role is key in delivering exceptional service, timely support, and continuous value to our retail partners across all product categories. This role demands strong client handling/customer service skills, organizational prowess, and the ability to excel in a fast-paced environment while working autonomously.

• Act as the primary point of contact for assigned clients, ensuring smooth communication and support.
• Build and maintain strong long-term relationships with retail partners.
• Understand customer needs, identify opportunities for cross-selling and upselling.
• Coordinate with internal teams (Sales, Operations, Supply Chain, Logistics) to ensure timely order fulfillment and issue resolution.
• Monitor client performance metrics and ensure alignment with revenue and growth goals.
• Conduct regular business reviews with clients to evaluate product performance and identify improvement areas.
• Handle escalations and ensure quick resolution of customer concerns.
• Maintain accurate records of customer interactions and feedback in CRM tools.
• Execute retention strategies to minimize churn and maximize profitability.
• Stay updated on market trends and competitor activities to support strategic decisions.

Job Timings: 5:00 PM to 2:00 AM (PKT)
Working Days: Monday to Friday
Work Location: On-site — Lake City, Lahore

We take pride in being an equal opportunity employer and are dedicated to maintaining a workplace free from discrimination of any kind.

Comprehensive Benefits package:

At Viral Distributors, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. Along with Growth and learning opportunities in a fast-paced global environment we also offer;

• We offer the highest-paid, dollar-pegged monthly remuneration.
• Medical Insurance
• 10 Annual Leaves, 5 Casual Leaves, 5 Sick Leaves
• Monthly Performance based incentives
• Employee of the month incentive
• Birthday and Wedding Allowances
• Company Sponsored Trips & Dinners
• On-Duty Meals & Tea/Coffee
• 5 working days (Sat & Sun Off)

Requirements:

• Minimum 4–5 years of proven experience as a Client Success Manager, Account Manager, or in a similar role within an e-commerce environment.
• Strong understanding of the Client success principles and customer-first mindset.
• Excellent communication, negotiation, and relationship-building skills with the ability to engage effectively with Clients and internal teams.
• Problem-solving mindset with the ability to navigate with a focus on details the complex Client concerns/issues.
• Strong organizational and multitasking skills with a focus on details.
• Proficiency in MS Office and CRM systems.
• Experience working with US-based clients (preferred).