About the Role
The role involves managing client service delivery, leading a support team, and maintaining strong client relationships to drive retention and satisfaction.
Compensation
Competitive salary and benefits package
Work Arrangement
Full-time, on-site
Team
Collaborative environment with cross-functional teams focused on client success
Responsibilities
- Lead and supervise a team providing client support services
- Monitor service quality and implement performance improvements
- Serve as the main point of contact for key client accounts
- Resolve escalated client issues promptly and effectively
- Develop and maintain client service protocols and documentation
- Coordinate training for new and existing support staff
- Analyze client feedback to identify trends and areas for enhancement
- Work with internal departments to align service delivery with client needs
- Ensure compliance with service level agreements
- Track and report on key performance metrics
- Manage client onboarding and transition processes
- Oversee account reviews and client check-ins
- Propose service upgrades based on client requirements
- Maintain up-to-date knowledge of company offerings
- Support the development of client communication materials
- Assist in budget planning for service operations
- Ensure data security and confidentiality standards are met
- Drive continuous improvement initiatives within the service team
- Foster a client-first culture across departments
- Participate in strategic planning for client experience
Qualifications
- Bachelor's degree in business, communications, or a related field
- Minimum of five years in client-facing roles
- Proven experience in team leadership or management
- Strong understanding of customer service best practices
- Excellent problem-solving and conflict resolution skills
- High level of organization and attention to detail
- Proficiency with CRM software and office productivity tools
- Ability to interpret performance data and generate insights
- Clear and professional verbal and written communication
- Experience in handling sensitive client information
- Track record of improving client satisfaction scores
- Familiarity with service level agreement management
- Demonstrated ability to work under pressure
- Skilled in conducting performance evaluations
- Background in process optimization
- Comfortable presenting to internal and external stakeholders
- Adaptable to changing client demands and priorities
- Proactive in identifying service risks
- Committed to professional development and learning
- Experience in onboarding new clients
Preferred Qualifications
- Project management certification
- Experience in a regulated industry
- Advanced degree in business administration
- Knowledge of client success platforms
- Bilingual communication abilities
Not available
