Senior Client Services Manager

6 days ago

Pasig, National Capital Region, Philippines TaskUs Full time

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.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, 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. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What does a Senior 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.

As a Senior Client Services Manager, you will:

  • 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 (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 to effectively manage the accounts, aiming to become 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 campaign as forecasted.

    • Grow headcount, revenue, and margins on accounts.

    • Lead contract negotiations during the lifecycle of the contract as needed.

  • 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 of rolling up sleeves and handling issues that arise.

    • Achieve expectations for team contributions to the Contractual KPIs for each account.

    • Reach a Customer Satisfaction Score of 8+.

    • Responsible for administration of internal/external reporting requirements.

  • Strategic Management (10%):

    • Strategize with clients to identify opportunities for growth.

    • Lead the internal team to ensure 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 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.

Do you have what it takes to become a Senior Client Services Manager?

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 hours, including weekends.

  • Must be able to commit to 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 activities such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

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 the fastest-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.

In TaskUs, we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business.

TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodation in any part of the hiring process, please let us know.

"Please take note that TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs."

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