As a Client Services Manager, you will be the primary point of contact for our valued clients, overseeing the delivery of exceptional services and fostering long-term relationships
Your strategic mindset, client-centric approach, and leadership skills will drive client satisfaction, retention, and growth while ensuring the seamless coordination of services across various departments
Responsibilities:
Client Relationship Management:
Build and nurture strong relationships with clients, understanding their unique needs, objectives, and challenges.
Serve as the main liaison between clients and internal teams, ensuring effective communication and alignment.
Service Delivery and Quality Assurance:
Monitor the delivery of services to ensure they meet or exceed client expectations and contractual agreements.
Collaborate with teams to maintain high service quality, addressing any concerns or issues promptly.
Strategic Account Planning:
Develop and execute strategic account plans, outlining growth opportunities, upselling/cross-selling strategies, and value-added initiatives.
Identify ways to enhance client satisfaction and offer tailored solutions to meet evolving needs.
Client Onboarding and Training:
Lead the onboarding process for new clients, coordinating the setup, implementation, and training of services.
Provide guidance and support to clients, ensuring a smooth transition and comprehensive understanding of our offerings.
Issue Resolution and Escalation:
Address client inquiries, concerns, and escalations in a timely and efficient manner, collaborating with relevant teams to find solutions.
Implement corrective actions and preventive measures to minimize recurring issues.
Performance Reporting and Analysis:
Monitor key performance indicators (KPIs) to track service performance, analyze data, and generate reports for clients.
Provide insights and recommendations to clients for optimizing their use of our services.
Client Retention and Expansion:
Focus on client retention by proactively engaging clients, understanding their evolving needs, and identifying opportunities for upselling or expanding services.
Work closely with sales teams to support business development efforts and maintain a strong sales pipeline.
Contract Renewals and Negotiation:
Collaborate with clients on contract renewals, negotiating terms and pricing to achieve mutually beneficial agreements.
Ensure contracts are updated and accurately reflect the scope of services.
Team Collaboration:
Work closely with internal teams, including sales, operations, and support, to ensure seamless client interactions and effective service delivery.
Qualifications:
Bachelors degree in Business, Marketing, or a related field (Masters degree is a plus).
Proven experience in client services, account management, or a related role.
Strong interpersonal and communication skills, with the ability to build rapport and establish credibility with clients.
Exceptional problem-solving and conflict resolution abilities.
Results-oriented mindset with a focus on client satisfaction and retention.
Proficiency in CRM software, Microsoft Office Suite, and data analysis tools.
Strategic thinking and ability to identify growth opportunities within client accounts.
Strong negotiation and contract management skills.
Ability to work independently, manage multiple priorities, and adapt to changing client needs.
