Client Success Manager

BI WORLDWIDE
Company Profile

JOB DESCRIPTION FOR CLIENT SUCCESS MANAGER
About BI Worldwide
At BI Worldwide, we specialize in driving channel loyalty and employee engagement through our world-
class, tech-driven solutions. As a product-based software company, we enable large enterprises to build
high-performing teams, drive partner loyalty, and inspire results on a scale.
Introduction
BI WORLDWIDEs mission is to put our engagement expertise to work for you. We understand how to
engage employees, channel partners and customers better than anyone else and we have the tools and
resources to help your business tap into that knowledge to drive and sustain measurable results.
Our origins are both humble and ingenious. (We like to think that describes us well). It started with
founder Guy Scheidecker discovering innovative ways to provide consumer loyalty programs and
incentives to various industries. That idea caught on, big time. It grew into what is now a multinational
company serving Global 300+ corporations in over 183 countries in more than 20 languages.
Our U.S. headquarters is located in Minneapolis, Minnesota. We have 19 global offices. We have 9.7
million participants across 250+ programs We have 75 years of expertise in Behavioural science
applications
BI WORLDWIDE INDIA
In India, our headquarters is in Bengaluru, Karnataka and other offices in Chennai, Delhi and Mumbai. In
Chennai, we have a fully equipped infrastructure to develop and deploy advanced technology solutions
for your engagement, rewards and loyalty programs.
Industries we Serve :

Agriculture

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Automative
Energy
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BFSI & Insurance
FMCG
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Construction
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Manufacturing
Pharmaceuticals
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Technology and ITES
Products and Solutions we support:
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Channel Solutions
Employee Solutions
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Learning Solutions
Brand Merchandise
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Sales Incentive Program
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JOB DESCRIPTION FOR CLIENT SUCCESS MANAGER
We are looking for a proactive and transformation-oriented professional
to build and manage a centralised client operations model. The role will
bring activities currently managed across regional teams into a
centralised operating structure, create standardised processes, improve
Role Overview
efficiency, and leverage technology and automation to build a scalable
model. The individual will work closely with clients, regional teams, IT,
Finance, Product and global stakeholders to drive the transition and
ensure seamless delivery.
7-8 years in Operations, Business Transformation, Process Excellence,
Consulting, Program Management or Client Operations
Experience
Educational Qualification Graduate / Postgraduate
Location
Delhi
Central Operations | Process Excellence | Automation | Transformation
| Client Management | Stakeholder Management | Program
Management | Continuous Improvement
Key Skills
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7-8 years of relevant experience in operations, business
transformation, process excellence, consulting, program
management or client operations.
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Strong experience managing cross-functional stakeholders and
complex, multi-team processes.
A strong problem-solving mindset with the confidence to challenge
the status quo and improve existing ways of working.
Strong understanding of process standardisation, automation and
technology-led efficiency.
Excellent communication and stakeholder management skills, with
the ability to influence without direct authority.
Strong client-facing, presentation and review-management skills.
Highly organised, proactive and comfortable operating in an
evolving environment.
Key Requirements:
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Ability to work independently, take ownership and build new
operating processes and structures.
Build and manage a centralised client operations model,
transitioning relevant activities from regional teams into a
consistent operating structure.
Key Responsibilities:
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Identify repetitive, manual and fragmented activities; standardise,
simplify and automate them wherever feasible.
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JOB DESCRIPTION FOR CLIENT SUCCESS MANAGER
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Partner with IT, Product and other internal teams to implement
technology, workflow and automation solutions.
Coordinate across regional teams, Finance, IT, Operations and
global stakeholders to ensure seamless execution and hand-offs.
Manage day-to-day client interactions and participate in or lead
Quarterly Business Reviews (QBRs) and client reviews.
Develop and maintain processes, SOPs, SLAs and governance
mechanisms to drive consistency, accountability and service quality
across regions.
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Identify opportunities to improve productivity, turnaround time,
quality and overall client experience, using measurable operational
outcomes.
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Proactively challenge existing ways of working and embed a culture
of continuous improvement.
Manage the end-to-end transition of activities into the centralised
model while maintaining strong stakeholder and client
relationships.
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Opportunity to build a centralised operations model from the
ground up and shape how client operations scale across regions.
High-visibility role partnering with clients and cross-functional
teams including Operations, Finance, IT, Product and global
stakeholders.
Why Join Us?
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Drive meaningful transformation through process excellence,
technology and automation.
Work in a global organisation focused on engagement, loyalty and
measurable business results.
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