Client Service Manager

Overview

What does a Client Services Manager do? Think of yourself as someone who will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives.

Imagine yourself going to work with one thing on your mind: that you will constantly monitor your team’s growth and impact the company’s annual goal of 100% revenue growth year after year.

• Manage new and existing campaigns with autonomy through the client lifecycle under the guidance of a Director or Senior Director.
• Ensure that all campaign metrics/SLA targets are met and that all clients are highly satisfied with the teams’ performance.
• Client Management (30%)
  • Conduct weekly/monthly/quarterly business reviews.
  • Act as the proactive conduit in reporting progress/activities to/from clients and facilitate communication between internal teams regarding client needs.
  • Conduct face-to-face meetings with clients, wherever they are, to effectively manage the accounts, with the ultimate aim of becoming a trusted partner for clients.
  • Understand clients’ needs, desires, and what is important for their success.
• Financial Management (25%)
  • Achieve annual top-line revenue generated by campaigns as forecasted, and gross margin percentage month-to-month as forecasted by finance.
  • Grow headcount, revenue, and margins on accounts.
  • Lead contract negotiations during the lifecycle of the contract as needed.
• Communication (20%)
  • Able to influence and engage people across the world.
  • Provide actionable feedback for improvement/course correction internally and externally.
  • Influence across teams/stakeholders.
  • Professionally present to groups and individuals and host engaging client visits.
• Operational Management (15%)
  • Demonstrate a hands-on approach to addressing issues as they arise.
  • Meet expectations for the team’s contribution to Contractual KPIs for each account.
  • Achieve a Customer Satisfaction Score of 8+.
  • Administer internal/external reporting requirements.
• Strategic Management (10%)
  • Identify opportunities for growth through client strategy.
  • Lead internal teams to focus on long- and short-term objectives; identify risks and provide solutions that enable innovation and change.
  • Drive performance enhancements and value initiatives for clients.

• Experience in managing international teams.
• Hands-on experience with process improvement and project management. Proficient in platforms such as Google Suite, Excel, Zendesk, Salesforce CRM, Salesforce Service Cloud, and quantitative modeling.
• Experience with other CRM, customer service technology, and cloud-hosted telephony is a plus.
• Interest in how new technologies and business models are changing the workplace.

• 3+ years experience in a consulting and/or account management role in retail and/or social media verticals.
• 3+ years experience in managing customer care, call centers, and/or back-office operations preferred.
• 3+ years experience in start-ups or high-growth companies preferred.
• Driven to self-improve and expand knowledge and influence.
• Practical and action-oriented.
• Ability to sell, be persistent, and assertive.
• Must be able to inspire and persuade people.
• Willing to work long hours, including weekends.
• Must be able to travel up to 30% of the year, including international travel; standing and sitting for sustained periods (at least 50%).
• Close visual acuity to prepare and analyze data, transcribe, view a computer terminal, and read extensively.

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in fast-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ride-sharing, technology, FinTech and HealthTech. As of March 31, 2023, TaskUs had a worldwide headcount of approximately 47,700 people across 27 locations in 13 countries, including the United States, the Philippines and India.

TaskUs believes that innovation and high performance come from people of diverse backgrounds. Inclusive and equitable practices are a responsibility of the business. TaskUs is committed to providing equal access to opportunities and reasonable accommodations in the hiring process.

We invite you to explore all TaskUs career opportunities and apply through the provided URL. (Note: This is a copy of the job description content for formatting purposes only and does not include any external links in the final description.)

TaskUs is committed to diversity, equity, and inclusion. We welcome applicants from all backgrounds, demographics, and circumstances and provide equal access to opportunities. If you need reasonable accommodations, please let us know.