Client Services Manager - Mumbai

Marcus Evans, founded in 1983, is a global business intelligence and event company, with 49 offices in 20+ countries. Our client base is comprised of C‑level executives from 98% of existing Fortune 1000 companies, and we are world leaders across industries including healthcare, legal, pharmaceutical, investments, energy, packaging, and more.

The CSM supports the full account management process from preparation to post-summit follow-up. The role focuses on call scheduling, quality control, training support for new account managers, and maintaining accurate documentation for senior leadership. You’ll make sure every client interaction is handled to company standards and that internal teams stay aligned.

This is an in‑person role based in our Andheri East, Mumbai office.

Key Responsibilities

• Call Scheduling & Lifecycle Management

• Schedule Welcome-On-Board, Prep & Debrief calls for Senior Directors and their clients.

• Track all upcoming calls and ensure everything is booked on time.

• Monitor that calls happen on time and all invites are accepted.

2. Call Auditing & Quality Assurance

• Audit calls from newly trained account managers to ensure account management process matches company standards.

• Spot-check senior directors’ calls periodically and capture strong examples for training resources.

• Score all Welcome-on-Board, Prep, Debrief & Touch Base calls according to company-defined objectives.

• Provide detailed call notes, actionable feedback, and recommendations.

• Send scorecards to Sales Reps and Senior Management promptly.

• Send additional feedback and training links when low scores occur.

• Ensure sales reps update all required reports with rebook opportunities and onsite outcomes.

• Keep personal & internal tracking reports always updated (call dates/times, scores, if calls happened etc.)

3. Training & Development for New Account Managers

• Ensure new Account Managers clearly understand best practices and can run calls independently.

• Provide high quality written feedback after every scored call.

• Monitor their progress, share training notes, and keep the SP head informed for transparency.

• Identify failing accounts or underperformance and recommend reassignment if needed.

• Support ongoing training by developing targeted notes, examples, and learning materials.

Qualifications

• Bachelor’s degree (minimum) & master’s degree is considered an advantage.

• Fluency in English (both written and spoken).

• Background in English-language education is considered an advantage.

• Work Experience in analysis, research, sales, account management, or customer relations is an advantage.

• Strong communication skills.

• Sharp attention to detail.

• Ability to manage follow-up cycles and keep others accountable.

• Highly organized with strong ownership of deadlines.

• Assertiveness and confidence when giving feedback.

• A team player with a high-performance mindset.

Compensation & Benefits

• Be part of a dynamic international team.

• Comprehensive training to ensure your success.

• Gain hands-on experience managing global clients.

• Prime office location in the heart of Mumbai.

• Annual Leave and paid year end holidays.

• Performance based annual bonus.

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.

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