Client Services Manager

Client Services Manager

The Client Services Manager is responsible for maintaining healthy business relationships with clients, ensuring that operational teams provide the highest quality services for the clients, following their deliverables and business requirements. Will provide a seamless onboarding experience for new clients while leading the implementation process and coordinating with all departments in the organization for a smooth transition. Develop metrics for process improvement changes. Is responsible for increasing client satisfaction and service by reviewing various service delivery metrics and processes to drive process improvement changes. In all aspects of the position, the Client Service Manager must promote professionalism, have a positive attitude, and take a proactive approach to their role. Ensure a high level of client satisfaction and retention by addressing concerns and resolving issues promptly. Provide regular status updates and check-ins with clients and senior management, including progress reports on ongoing projects, addressing feedback, and proactively identifying and resolving emerging issues. Manage and maintain accurate and up-to-date customer records and contracts. Assist with any technical updates the client requests after it is onboarded to ensure the project is successful. Work closely with internal departments to help resolve any client concerns, including IT and Finance. Coordinate/create/reconcile reporting needs for clients and client oversight with IT. Develop operations guide with client requirements. Develop policies for internal processes surrounding our clients. Develop in-depth knowledge of client portfolios; regularly engage with clients. The ideal candidate will have excellent communication skills, a customer-centric mindset, and the ability to manage multiple clients while providing tailored solutions that meet their needs. Will be responsible for building and maintaining strong, long-lasting relationships with clients, ensuring their satisfaction, and optimizing their experience with our products and services and upsell where appropriate.

Qualifications

Candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic. Dedication to delivering exceptional customer service experiences. Strong communication and interpersonal skills. Proven ability to utilize Microsoft Office, and Outlook. Excellent communication, organizational, and time management skills are also necessary. Bachelors degree with a minimum of 3+ years Client Service experience. Proven experience in similar role, preferably within a BPO or contact center environment.

Work Environment

Call/Contact Center; Office

Role supports hybrid work as needed.

Physical/Mental Demands

Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.

Work Authorization/Security Clearance Requirements

Must be able to pass Federal background screening and/or state level criminal background screening.

Travel Required - Occasional travel required to meet business needs.