
Client Success Manager
2 days ago
The Client Success Manager is responsible for overseeing a specific team or group of individuals to ensure the successful completion of tasks, projects, or goals. The primary goal of a Client Success Manager is to build strong, long-term relationships with clients by understanding their needs, addressing their concerns, and helping them achieve their desired outcomes.
Relevant Experience
● At least 1 or more years Team Lead experience in BPO or related field
Description of Responsibilities & Accountabilities
1. Leadership and Team Management
a. Team Monitoring Activities
● Morning Greeting & EOD Checking
● Attendance Checking
● WFH Guidelines Checklist
● Zoom & Teramind Monitoring
● Team Group Chat Management
● Task Queue Checking
b. Team Development
● Huddles
● One on Ones (Mentoring for Guidance)
● Performance Review
● BSC Review
c. Team Management
● Disciplinary Actions
● Assistance beyond VA's skill and knowledge
● Client File and Processes (Quality assessment of the file and ensuring it is updated
and complete)
2. Client Management
● Daily Client Management
● Onboarding of New Clients
● Business Review Every Quarter (QBR)
● Handling Escalations and Problem Resolutions
● Weekly/Bi-weekly Client Meetings
● Training with Clients and VAs
3. Reporting
● Monthly Business Review
● Quarterly Business Review
● End Of Week
Skills Requirements
● Has excellent production, planning, negotiation and problem solving skills.
● Excellent leadership skills with the ability to manage others successfully to achieve outcomes.
● Strong record of achievement in the current position.
● Highly organised and attentive to detail. Able to manage, prioritize and guide overlapping work streams to successful outcomes.
● Ability to communicate and manage projects effectively in a matrixed work environment.
● Demonstrates creativity in process management and problem resolution.
● Ability to present self to clients, vendors/suppliers confidently and professionally.
● Excellent English communication skills
● Solid analytical skills.
● Results-oriented; solid work ethics.
Learn more about our company:
Job Type: Full-time
Benefits:
- Company events
- Health insurance
- Work from home
Experience:
- Team Leader: 1 year (Preferred)
Work Location: Remote
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