JOB DESCRIPTION

Senior Manager, Client Coordination

Leads the client’s advocates inside VikingCloud.

Job title	Senior Manager, Client Coordination
Department	Client Operations
Reports to	VP, Operations.
Level	Senior Manager (people manager)
Location	Vadodara, India.
Shift Time	US Shift hours

Position summary.

The Senior Manager, Client Coordination leads VikingCloud’s Client Coordinator (CC) team — the group of client advocates who keep every function that touches an account aligned, serves as main conduit for daily operations and communications, and ensures VikingCloud responds to the client as whole. This role owns the operating model that makes that work possible, the key retention activities that surround the client and leadership of the people who carry it out on a daily basis.

You will build and lead a team of approximately 12 Client Coordinators spanning Vadodara, the US, the EU and the Philippines. You will own ensuring that the team is maintaining sight of all key metrics and activities surrounding their client(s), monitoring the team activity to ensure things are being done in an efficient, client-centric way and continuously improving the tools and processes of the team to deliver the best results for both the client and VikingCloud. You also own the Red Account Process itself — the escalation design, the cadence standards, and the documentation discipline the CC role is built on — evolving it as the client base and the team grow.

Key responsibilities.

Own and evolve the Client Coordination operating model.

• Own the Red Account Process (the CC operating procedure): its escalation design, cadence standards, and documentation requirements, partnering with the VP, Operations on major changes to the model.

• Translate the model into the day-to-day standards CCs are held to, and rewrite what stops working as the client base and product lines change.

• Decide when an account needs the full CC model applied (a red account) versus the standard cadence, and keep that judgment consistent across the team.

Build and lead a distributed team.

• Hire, onboard, and develop a team of approximately 12 Client Coordinators across Vadodara, the US, the EU and the Philippines — both new hires and CCs moving in from other functions.

• Design the coverage model across time zones so every assigned account gets the same cadence and quality regardless of which region owns it.

• Coach CCs on judgment — when to resolve versus escalate, how much detail a client needs, how to handle a hard conversation.

• Identify a future team lead candidate from within the group, to be considered for promotion at a regular appraisal cycle.

Own portfolio health across the team.

• Monitor aging, cadence adherence, and escalation quality across all 12 portfolios, and step in personally when an account stalls or a CC needs backup.

• Hold the team to the single-view-of-client standard, and correct drift before it reaches the client.

• Personally own the highest-risk escalations the model surfaces.

Represent Client Coordination at the leadership level.

• Sit in on MBRs and QBRs for major accounts alongside Account Management, bringing consolidated account health and risk context — without owning individual client relationships.

• Report team and portfolio health, systemic risk, and process gaps to Operations leadership.

• Partner with Account Management and Sales leadership on how client coordination shows up in renewal and expansion conversations for strategic accounts.

Improve how VikingCloud works.

• Turn patterns surfaced across CC portfolios — a product gap, a process gap, a recurring service issue — into proposals Operations leadership can act on.

• Set standards for account documentation, communication cadence, and escalation paths, and drive their adoption beyond the CC team itself.

• Strengthen how the CC function is perceived internally, so other teams treat it as a partner rather than a routing layer.

Working relationships.

The Senior Manager, Client Coordination is the direct people leader for the CC team and works across the organization to remove obstacles no individual CC can clear alone. The role holds no authority over the functions doing the underlying work — Support, Engineering, Product, Account Management, Sales, Provisioning, and Finance — and relies on the same influence and persistence the CC role is built on, applied at a leadership level.

What success looks like.

Performance is measured on the health of the team’s full portfolio and on the strength of the team itself, not on any single account or any single hire.

• Portfolio-level aging, cadence adherence, and escalation rate / quality, rolled up across all 12 CCs.

• Client satisfaction and retention across the team’s combined book of accounts.

• Team attrition and time-to-productivity for new Client Coordinators.

• Coaching cadence and quality, and the strength of the succession pipeline for a future team lead.

• Adoption of Red Account Process standards across the wider organization.

• Documented process improvements the team originates that get adopted elsewhere.

Qualifications.

Required.

• 6 – 8 years in client service, account coordination, service delivery, or technical support, including direct people-management experience.

• Proven experience building or owning a client escalation model or account operating procedure, not just executing one.

• Experience standing up a new team or function from the ground up.

• Strong written and verbal communication, including comfort presenting to executive stakeholders and in client-facing MBRs / QBRs.

• Sound judgment on when to resolve, when to escalate, and how to coach that judgment into others.

• Working knowledge of ticketing and customer relationship management tools such as Zendesk and Salesforce.

• Bachelor’s degree or equivalent practical experience.

Preferred.

• Experience in cybersecurity, compliance, or managed services.

• Familiarity with PCI DSS or another regulatory framework.

• Experience leading a distributed team across regions and time zones.

• Exposure to engineering workflow tools such as Jira.

• Experience working alongside a 24x7 security operations function.

Key attributes.

• Owns the team’s collective outcome, not just their own. Feels accountable for every account the team touches, including the ones they never speak to directly.

• A multiplier, not just a doer. Builds judgment in others rather than absorbing every hard call personally.

• Comfortable building in ambiguity. This is a new team and an evolving operating model; sets structure without waiting for someone else to hand it down.

• Highly articulate at the executive level, spoken and written. Represents the team’s work in terms leadership can act on.

• Acute sense of urgency, held consistently across a team, not just personally.

• Able to influence internal teams and build networks without formal authority over them, and to teach that skill to others.

• Able to manage uncomfortable situations, both with clients and inside the team — performance, workload, escalation fatigue.

• Detail oriented at the portfolio level. Nothing falls through the cracks across 12 books of business at once.

• Improvement minded. Looks past any single ticket or account to the process and the team behind it.

About VikingCloud.

VikingCloud delivers cybersecurity and compliance solutions that simply work. Our expert-led approach combines proven technology and AI-driven insights with dedicated support. That’s why VikingCloud is trusted every day by over 4 million business locations in 70+ countries. Whether you’re protecting 10 or 10,000 locations, VikingCloud keeps your business secure, audit-ready, and uninterrupted.

Internal function	The Senior Manager’s role
Support and the security operations center	Own escalation design for urgent and high-priority items CCs can’t clear themselves, and partner with Support leadership on systemic ticket issues.
Engineering and Product	Escalate patterns of defects and enhancement requests surfaced across the portfolio, and represent aggregate client impact in prioritization discussions.
Account Management and Sales	Represent Client Coordination in MBRs / QBRs for major accounts, and share portfolio-level health, risk, and value signals ahead of renewal and growth conversations.
Provisioning	Escalate systemic order, install, or change issues affecting multiple accounts, and partner on process fixes.
Finance	Escalate unresolved billing, credit, or dispute patterns across the portfolio.
Operations leadership	Report team and portfolio health, own Red Account Process governance jointly with the VP, Operations, and drive org-wide process improvements.

VikingCloud is an equal opportunity employer. We evaluate all qualified applicants without regard to any characteristic protected by applicable law. [Confirm current People team language before posting.]

This description outlines the general nature and level of work expected in the role. It is not an exhaustive list of duties, and responsibilities may change to meet business needs.