Client Service Manager

2 weeks ago

Imus, Philippines TaskUs Full time

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.

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 teams’ performance.
  • Client Management (60%): Conducts weekly/monthly/quarterly business reviews; acts as the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs; conducts face-to-face meetings with clients to effectively manage the accounts and build trust; understands client needs and success factors.
  • Financial Management (25%): Achieves annual top-line revenue as forecasted; grows headcount, revenue and margins on accounts; lead contract negotiations when needed.
  • Communication (20%): Ability to influence across teams and stakeholders; provides actionable feedback; professionally presents to groups and individuals; hosts engaging client visits.
  • Operational Management (15%): Demonstrates a hands-on approach to resolving issues; meets contractual KPI expectations; maintains Customer Satisfaction Score (CSAT) of 8+; manages internal/external reporting requirements.
  • Strategic Management (10%): Strategizes with clients to identify growth opportunities; leads internal teams to align on long and short-term objectives; identifies risks and drives innovative, value-driven initiatives.
Skills and Qualifications
  • Experience in managing international teams.
  • Hands-on experience with process improvement and project management.
  • Intermediate to advanced knowledge of Google Suite, Excel, Zendesk, Salesforce CRM, Salesforce Service Cloud; 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.
  • 3+ years 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.
  • 3+ years experience in startups or high-growth companies.
  • Driven to self-improve and extend knowledge and influence; practical and action oriented; able to sell and persuade; willing to work long hours and weekends; able to travel up to 30% of the year (including international travel).
About TaskUs

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 sectors including social media, e-commerce, gaming, streaming media, food delivery, 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 is committed to inclusive, equitable practices and providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL:

Notice

TaskUs will neither solicit money from you during the application process nor require any form of payment. Please communicate only with authorized TaskUs recruiters.

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