Client Services Manager

Overview

A Client Services Manager (CSM) at KMC is focused on maintaining exceptional relationships with Clients in order to provide best-in-class client experience. Our CSMs act as the overall liaison between the Client and all components of KMC’s Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must drive successful operational build out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility.

• Representing KMC effectively with comprehensive knowledge of our service offerings
• Day-to-day account and Client relationship management, with focus on
• Guiding the Client in account onboarding functions and initial program set up
• Analyzing account performance and provide reports and presentations, including a Monthly and/or Quarterly Business Reviews using the company template
• Ensuring KMC receives regular Client feedback and provide constructive feedback to Ops Management with proactive suggestions, including KMC’s scheduled Customer Satisfaction Survey twice a year
• Undertaking initiatives to enhance Account Management performance and client satisfaction (and in turn Client retention)
• Working with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
• Building rapport and develop a strategic relationship with Client stakeholders
• Learning the business model of the clients and provide value-add recommendations for the retention, growth, and expansion of the clients’ business.
• Preparing the agenda and logistics for Client visits, as well as ensure attendance of key participants
• Regularly attend Client meetings and participate in Client events
• Communicating invitations, critical updates and announcements to Clients
• Oversee/monitor our ticketing system to ensure deliverables are within SLAs
• Ensuring timely billing and collections
• Preparing standard renewal contracts and basic contract amendments
• Conducts regular site visits with Clients to be involved in status checks/meetings with Clients
• Maintaining accurate and complete account information in the company enterprise resource planning tool
• Account offboarding functions and clearance
• Leading project management activities as required
• Organizing events for Clients as required
• Completing administrative work as required

The main responsibilities of a CLIENT SERVICES MANAGER include:

• To build rapport and develop a strategic relationship with client stakeholders, and fully grasp the business of the Clients, and anticipate the needs to provide best-in-class client experience.
• To assume responsibility in ensuring that all aspects of the client’s operations are properly supported by any and all KMC departments.
• To continually explore areas of growth and advise the sales team of the possible opportunities to expand the relationship.

To apply, you must be an expert on the following requirements:

• 5+ years in premium client services.
• Account Management and Customer Service
• Forecasting & Upselling Strategy
• Working with cross-functional teams (Sales, Marketing, Support)
• MS office and presentation tools (PowerPoint, Excel, etc.)
• Presentation Skills
• Analytical and time-management skills
• Managing large multi-site/multi skilled international BPO companies based
• Use of CRM tools and applications
• Communication and interpersonal skills for building effective and meaningful relationships with Clients and internal stakeholders
• Decision making and problem-solving skills

It will also be favorable if you are knowledgeable in:

• MS office and presentation tools (Photoshop, Adobe Premiere, MailChimp, etc.)
• Data Analysis
• Business Intelligence
• Awareness of trends and competitors
• Working with global teams or regional nuances