Client Manager

About the role

As a Client Manager at Etapath you will own the end‑to‑end relationship and operational delivery for a dedicated portfolio of client accounts. You will act as the operational bridge between clients and our logistics teams, ensuring smooth transport coordination and data‑driven performance reporting.

Key responsibilities

• Own end‑to‑end service delivery and relationship for assigned client accounts, guiding them from onboarding to steady‑state operation.
• Conduct daily management of client transport needs and maintain proactive engagement with client transport liaisons.
• Serve as primary point of contact for stakeholder queries via email, WhatsApp and formal meetings.
• Host and lead weekly or monthly client feedback meetings, minute discussions and track action items to resolution.
• Monitor live operations during shift hours, identify risks early and coordinate rapid fixes with Operations, Logistics, Drivers and Product teams.
• Scan client WhatsApp groups each morning, resolve issues or escalate for follow‑up.
• Investigate and resolve support tickets within strict SLAs (Level 1 & 2 within 24 h, Level 3 within 48 h).
• Maintain system hygiene on the WebApp, ensuring 100 % accuracy of passenger, route and booking data.
• Prepare concise weekly and monthly performance updates and actionable reports for clients.

Required profile

• Demonstrated ability to manage end‑to‑end client delivery and relationship.
• Proactive communication style with stakeholders across multiple channels.
• Strong attention to detail for data accuracy and system hygiene.
• Capacity to monitor live operations and respond quickly to incidents.

Required skills