Client Services Manager (225-816)

The Client Services Manager plays a pivotal role in ensuring that customer satisfaction is achieved and maintained. This position requires a detail-oriented individual who possesses exceptional communication skills, both verbal and written. The Client Services Manager is responsible for overseeing a team that directly interacts with clients, addressing their needs, concerns, and queries. This position serves as the primary point of contact between the company and its clients, ensuring that the services provided meet or exceed client expectations. The role requires strong leadership abilities to guide the team, improve processes, and maintain high-quality service delivery. A successful Client Services Manager is proactive, adaptable, and capable of handling challenging situations with professionalism and poise. They work closely with other departments to ensure seamless service delivery and to drive client retention and satisfaction.

Responsibilities

• Provide leadership and supervision to the client services team to ensure high performance.
• Develop and maintain strong client relationships to promote customer loyalty and retention.
• Oversee the resolution of client issues and troubleshoot problems quickly and effectively.
• Ensure all client communications are handled professionally, accurately, and in a timely manner.
• Implement and improve processes to enhance client satisfaction and operational efficiency.
• Monitor and report on service levels and client satisfaction metrics regularly.
• Collaborate with internal departments to ensure alignment and improve client service delivery.
• Identify opportunities for client growth and service expansion within existing accounts.
• Create and deliver presentations to clients and stakeholders to showcase service outcomes.
• Train and mentor team members on best practices and client relationship management.
• Develop policies and guidelines to maintain high standards of client service.
• Stay informed on industry trends to ensure the company remains competitive in service offering.

Requirements

• Bachelor’s degree in Business Administration, Marketing, or related field preferred.
• A minimum of 5 years of experience in client services or account management.
• Exceptional verbal and written communication skills with an ability to influence.
• Proven leadership skills with experience managing a team successfully.
• Strong problem-solving skills with the capacity to think analytically and strategically.
• Available to work flexible hours and occasional travel as required for client meetings.
• Proficiency in Customer Relationship Management (CRM) software and Microsoft Office Suite.