Project Delivery Associate

Key Responsibilities

A. Client Support & Issue Resolution

Handle client queries, support tickets, and product-related issues through defined support channels.

Understand client requirements and troubleshoot functional and technical issues.

Reproduce reported issues and provide detailed information to the Product/Engineering teams.

Maintain proper documentation of client issues, resolutions, and follow-ups.

Coordinate with internal teams to ensure timely resolution of critical client issues.

Communicate resolution status and updates clearly to clients.

Identify recurring client issues and highlight them for permanent corrective action.

C. Account Retention & Revenue Growth

Drive account retention by ensuring strong client engagement, issue resolution, and service quality.

Monitor account health, renewal risk, client satisfaction, and usage behaviour to reduce churn.

Identify upsell / cross-sell opportunities within existing accounts and coordinate with leadership / relevant teams for conversion.

Support revenue growth through expansion of existing client relationships and stronger product adoption.

D. Cross-Functional Coordination

Work closely with Product, QA, and internal teams to resolve product issues affecting clients.

Ensure recurring customer issues are captured and fed back into product and quality improvements.

Drive alignment between support operations and product delivery priorities.

E. Process, Reporting & Continuous Improvement

Create and manage support dashboards, onboarding trackers, escalation logs, retention risk trackers, and upsell opportunity reports.

Monitor service quality, turnaround times, escalation trends, retention indicators, and customer feedback.

Improve support processes, response systems, and client communication standards over time.