Client Success & Sales Operations Manager

Summary

Join ISHIR as a Client Success & Operations Coordinator and contribute to the success of our clients by managing CRM systems, client operations, and cross-functional coordination. You will track leads, manage contracts, engage with clients, and maintain marketing assets. This role requires strong CRM management skills (HubSpot, SharePoint), proficiency in contract processes (DocuSign), and experience with client engagement tools (QARs, AARs, NPS/CSAT). You will support sales and client success functions by ensuring data integrity and driving operational efficiency. The position involves managing client communications, maintaining marketing materials, and supporting internal communications. This role is based in Noida or remotely, with a shift aligning to EST (6 PM-3 AM IST).

Requirements

• Strong track record in CRM management (HubSpot, SharePoint), client operations, and cross-functional coordination
• Skilled in handling lead tracking, contract processes (DocuSign), client engagement (QARs, AARs, NPS/CSAT), and maintaining marketing assets such as case studies, testimonials, and collateral
• Adept at ensuring data integrity, supporting internal communications, and driving operational efficiency across sales and client success functions

Responsibilities

• Track and manage customer and referral partner leads, process commissions
• Prepare initial drafts of RFP responses (under guidance)
• Maintain CRM: update deals, contacts, milestones, contracts, dashboards, and client tags
• Support DocuSign processes for NDAs, MSAs, SOWs, and PSAs
• Handle Direct Sourcing (DS) leads and follow up on payments
• Create and manage SharePoint client folder templates
• Maintain and audit HubSpot contact records
• Schedule and manage QAR/AAR meetings; coordinate internally and send reminders
• Prepare for QARs by collecting PM inputs and updating CRM/BloomGrowth with key outcomes
• Maintain clean MOMs from meetings (via Read.ai )
• Track and follow up on NPS/CSAT surveys and report completion rates
• Support client gifting logistics (DOBs, addresses, office/remote status)
• Monitor hours for maintenance projects and assist with timesheet collection
• Notify clients of India holidays
• Manage and map reviews, testimonials, and case studies to relevant services
• Track opportunities for new client reviews and testimonials
• Assist in creating and updating case studies (initiate during QARs; use AI for contract checks)
• Maintain accurate and approved logos by industry for web and presentations
• Clean and update HubSpot and ensure clients are subscribed to newsletters
• Maintain and update sales collateral, master company deck, and KPI dashboards