Client Services Manager

TaskUs Quezon City, National Capital Region, Philippines Job Overview Join to apply for the Client Services Manager role at TaskUs . About TaskUs TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. We prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. 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. Your primary focus will be to constantly monitor your team's growth and impact the company's annual goal of 100% revenue growth year after year. Responsibilities 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/SLAs are met and all clients are highly satisfied with the team's performance. Client Management (30%) Financial Management (25%) Communication (20%) Operational Management (15%) Strategic Management (10%) 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 an ultimate aim of becoming a trusted partner for clients. Understand their needs, desires and what is important for them to succeed. Financial Management (25%) Achieve annual top-line revenue generated by campaign as forecasted, gross margin % monthly as forecasted by finance. Grow headcount, revenue and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract. Communication (20%) Able to charm and influence people across the world. Provide actionable feedback for improvement/course correction internally and externally. Comfortable influencing across teams/stakeholders. Professionally present to groups and 1/1 and host engaging client visits. Operational Management (15%) Demonstrate an attitude where they roll-up-their-sleeves and handle issues that arise. Achieve expectations for the team's contribution to the Contractual KPIs for each account. Reach the Customer Satisfaction Score of 8+. Responsible for administration of internal/external reporting requirements. Strategic Management (10%) Strategize with clients to ID opportunities for growth. Lead internal team to ensure we have focus on long and short-term objectives. Identify risks and provide solutions that allow for innovation and change. Brainstorm with management/peers for best practices. Continuously drive performance enhancement and drives real value initiatives for clients. Skills Experience in managing international teams. Hands on experience with process improvement and project management. Intermediate to advanced knowledge of 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 businesses are changing the face of work. Requirements 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 extend spheres of knowledge and influence. Practical and action oriented. Ability to sell and be persistent and aggressive. Must be able to inspire and persuade people. Willing to work long hard hours, weekends. Must be able to commit up to 30% of the year traveling, including international travel - Standing and sitting for sustained periods of time, at least 50%. Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Equal Opportunity Employer & EEO Statement TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know. #J-18808-Ljbffr