This isn't ticket resolution. It's relationship ownership. You're accountable for how your clients feel about Get-e, not just how fast their tickets close.
What you'll do
Getting clients off to a strong start
- Be your client's guide from day one, the person who makes their first weeks with Get-e feel effortless, not administrative
- Understand each client's business well enough to set them up in a way that actually fits how they operate, not just how our systems are configured
- Catch and fix friction before the client feels it
- Be the one person your clients can call who already knows their history, their preferences, and what matters to them. No re-explaining, no hand-offs
- Run regular check-ins that are worth the client's time, not status updates, but a genuine read on how things are going and what could be better
- Spot when a client is quietly struggling before they have to complain about it
- Take full ownership of complaints and disputes for your clients: investigate properly, resolve them, and communicate in a way that leaves the client feeling looked after, not processed
- Be proactive about bad news. Clients should hear it from you before they have to ask
- Handle escalations yourself wherever you can. The goal is your clients never have to go around you to get something fixed
- Look for chances to make the relationship more valuable, not just less painful: new routes, better service fit, smoother processes for their team
- Bring the client's voice back into Get-e. If something about our product or process is making their life harder, that's information the business needs
- Clients say you know their business and treat you as a trusted partner, not a support line
- New clients feel confident and set up for success within their first weeks, not confused or chasing you for basics
- Clients experience fewer surprises and faster, more human resolutions when something does go wrong
- Retention and satisfaction improve within your portfolio because clients feel owned, not queued
- Clients see you proactively bringing them value, not just responding when asked
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