HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Responsibilities

• Manage a portfolio of existing SMB customers, focusing on retention, renewals, and growth.
• Build strong client relationships and serve as the main point of contact.
• Identify at-risk accounts and implement retention strategies.
• Drive upsell and cross-sell opportunities to increase revenue.
• Support customer onboarding, training, and product adoption.
• Resolve escalations by coordinating with internal teams.
• Maintain accurate CRM records, forecasts, and account plans.
• Gather customer feedback to improve customer experience.

Qualifications

• 1–3+ years’ experience in Account Management, Customer Success, or Sales.
• Proven experience managing customer portfolios with retention targets.
• Experience with SMB or mid-market clients preferred.
• Strong communication, negotiation, and stakeholder management skills.
• Commercial mindset with focus on revenue growth and customer value.
• Proficient in Salesforce and Microsoft Office.
• Strong organisation, problem-solving, and time management skills.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.