Client Services Manager v2024

Position: Client Services Manager

Working Hours: Predominantly US business hours (Pacific Time). May vary depending on the client assignments, which may include other US timezones, UK/Ireland, or APAC times.

Hiring Company: We run customer service operations for e-commerce stores, providing customer service agents as well as customer service operation management and infrastructure improvements (workflow improvements, reporting, AI, etc.). We launched in 2015 and have a fully remote team of 100+ employees in the Philippines (including Managers, Client Management, Sales, etc.) and a great culture.

Position Summary: As Client Success Manager, you will manage and maintain a stable client portfolio through your dedicated focus and ownership of your part of the business. Specifically, this will include implementation of existing processes/infrastructure/team (PIT), identification and resolution of gaps, creating and managing the implementation of action plans for client situations, direct management of clients via email/phone/web conference, and identifying growth opportunities.

Responsibilities include but are not limited to:

1. Ensure on-time and smooth client onboarding and launch in collaboration with the Client Success Specialist.
2. Stabilize client relationships through regular check-ins and timely communications via email/phone/web conference.
3. Mitigate risks by flagging internal indicators and managing Client Risk Playbooks effectively as per process, and escalating to Senior Client Success Manager, as needed.
4. Ensure Client Success processes happen in the day-to-day departmental operations, and improve them, as needed.

Requirements

Work Experience:

(* items are required)

Mission based:

1. * B2B Client Management for US Small Businesses, including phone/web conferences) - You have at least two years of direct client management experience in a B2B business (preferably a service business), serving US based small business clients (businesses with 30 employees). You own the success or failure of the client relationship through your consultative client relationship, effective communication via phone/web conference/email, confidence building during times of client concerns, and internal coordination of progress to meet client success metrics and address client concerns.
2. * Management of Client Experience Process - In addition to managing clients, you operate the process and infrastructure used to manage clients and achieve client success. This should include experience in conducting client onboarding process in infrastructure and project management system, new client reporting process based on analytics and reporting systems, internal monitoring of client metrics for areas of concern, and a process for planning and executing client action plans and playbooks both internally and with clients.
3. * Leadership of Client Experience/Client Services Team(s) - You have led an internal team of people responsible for achieving a client’s goal, ideally in a BPO environment. If not, then either in a project-based environment (i.e., website project, design project, etc.) or ongoing relationship environment (i.e., ongoing marketing management, etc.).

Role based:

1. Project Management - Manages self/team at big picture/future/strategic and in depth/’today’/tactical level, without missing details
2. Objective to Tactic - Converts specific high-level objectives into tactical execution and progress, with limited tactical guidance
3. Personable - Projects a positive first impression on everyone across live or digital mediums, with a clear air of positivity, connection, confidence, and clarity. You are not shy or off putting, even in ‘new’ situations.
4. Capable Problem Solver - Can intake a broad range of information about a problem, make sense of it through analysis and probing as needed, and draw insightful and actionable conclusions to resolve the problem.

Qualifications Required:

(* items are required)

1. * Remote work ready:
1. Stable high speed internet with backup
2. Computer (laptop or desktop) with recommended quad core CPU 2.5hgz+, RAM 8GB+, and dual monitor
3. Headset, mic, and webcam for meetings
4. Focused workspace
2. Fluent in conversational English written and verbal
3. Ideally, at least 1 year of work from home experience

Benefits

1. Salary depends on experience
2. HMO Reimbursement
3. Paid Time Off
4. Weekends off
5. Work from home, fully remote, no office visits required