Key Responsibilities: 1. Review Execution (70%) • Schedule and conduct client reviews aligned to preset SOPs and quality standards • Conduct in-depth pre-review analysis and document insights • Capture minutes of the review meetings, share with stakeholders, and update audit books • Use trackers and DAR (Daily Action Reports) to follow up on implementation progress • Maintain digital and physical filing systems for client records • Attend and present updates in weekly and monthly department meetings • Use the escalation matrix to resolve grievances promptly and professionally 2. Revenue Generation (30%) • Identify client needs and gaps during reviews • Cross-sell and upsell appropriate Smmart programs and services • Contribute to monthly revenue goals via service-led consultative selling • Explore and propose new revenue-generating ideas based on client interaction 3. Client Engagement & Capability Building • Build trusted client relationships that drive program continuation and referrals • Handle objections and complaints with composure and confidence • Drive customer retention through outstanding review quality and relationship management • Plan and execute customer events and meets to build loyalty and engagement • Continuously read, research, and stay updated on industry and business trends • Upgrade knowledge on client industries and prepare customized review strategies 4. Internal Collaboration • Work closely with content, sales, delivery, and training teams • Coordinate with internal departments for review alignment and client requirements • Ensure internal stakeholders are informed about review outcomes and action plans