Client Services Manager

Job Description

Key Responsibilities (Detailed):

Relationship Management

• 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 ProbeCXs capabilities with the clients specific business objectives, challenges, and long-term goals.
• Value Identification: Actively identify opportunities for clients to extract more value from ProbeCXs 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 clients satisfaction.
• Client Advocate: Champion the clients 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 ProbeCXs 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.