Client Services Manager

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

• Onboarding & Integration: Guide new clients through a smooth onboarding process, ensuring a clear understanding of services, contacts, and initial expectations.
• Relationship Building: Develop and nurture strong, trusted relationships with key client stakeholders across all levels (operational, managerial, executive). Understand their individual roles, objectives, and communication preferences.
• Primary Contact: Serve as the main point of contact for all non-operational client inquiries, concerns, and feedback.
• Engagement & Check-ins: Conduct regular, proactive check-ins (scheduled calls, informal touchpoints) to gauge satisfaction, understand evolving needs, and provide updates.
• Churn Prevention: Proactively identify potential churn risks by monitoring client health, engagement, and satisfaction metrics. Develop and execute mitigation strategies in collaboration with internal teams.

• Client Success Plans (CSPs): Develop, maintain, and continuously update comprehensive Client Success Plans for each assigned account. These plans must align ProbeCX's capabilities with the client's specific business objectives, challenges, and long-term goals.
• Value Identification: Actively identify opportunities for clients to extract more value from ProbeCX's services.
• Growth Opportunities: Proactively identify and qualify potential upsell and cross-sell opportunities for additional ProbeCX services (e.g., digital transformation, AI solutions, consulting, new geographies) based on client needs and strategic direction. Collaborate with Sales on these opportunities.
• Quarterly Business Reviews (QBRs): Prepare and lead impactful QBRs with clients, presenting performance against KPIs, discussing strategic initiatives, sharing industry insights, and soliciting feedback for future improvements.

• Clear Setting: Clearly set and manage client expectations regarding service scope, deliverables, timelines, and performance.
• Translating Value: Communicate complex operational and technical information clearly and concisely, translating it into business value and impact for the client.
• Performance Reporting: Provide regular, insightful performance reports, highlighting key metrics, achievements, challenges, and actionable recommendations.
• Proactive Updates: Keep clients informed of any internal changes, service enhancements, or potential disruptions that may impact their operations.

• Escalation Point: Act as the primary escalation point for client issues that cannot be resolved through standard operational support channels.
• Internal Liaison: Facilitate swift resolution by liaising effectively with internal teams (Operations, Technology, Sales, Finance, Legal) to ensure client needs are met and issues are resolved efficiently and to the client's satisfaction.
• Client Advocate: Champion the client's voice internally, ensuring their feedback and requirements are heard and influence service improvements, process refinements, and future offerings.

• KPI & SLA Monitoring: Continuously monitor client performance against agreed-upon KPIs and Service Level Agreements (SLAs).
• Data Analysis: Analyze performance data to identify trends, potential issues, root causes, and areas for optimization.
• Improvement Collaboration: Collaborate closely with Operations to implement improvements, refine processes, and ensure consistent service delivery excellence that meets or exceeds client expectations.

• Expertise: Maintain an in-depth understanding of ProbeCX's complete suite of offerings, capabilities, and the value proposition of each service.
• Industry Acumen: Stay abreast of industry trends, competitive landscapes, and emerging technologies relevant to your clients' businesses and the CX/BPO sector.
• Client Education: Educate clients on new features, best practices, and innovative ways to maximize the value derived from their partnership with ProbeCX.