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Client Services Manager

3 months ago

Austin, United States augmentjobs Full time
Job DescriptionJob DescriptionJob Title: Client Services Manager Job Summary:

The Client Services Manager will lead and manage a team responsible for delivering exceptional service to clients, ensuring their needs are met efficiently and effectively. This role involves overseeing client interactions, resolving issues, and improving service processes. The Client Services Manager will collaborate with internal teams to enhance the client experience and contribute to client retention and satisfaction.

Responsibilities:
  • Lead and manage the client services team, setting performance goals and providing training and support.
  • Oversee daily client interactions, ensuring high levels of service quality, responsiveness, and client satisfaction.
  • Resolve complex client issues and escalations in a timely and professional manner, ensuring positive outcomes.
  • Develop and implement strategies to improve service delivery, streamline processes, and enhance the overall client experience.
  • Monitor and analyze client service metrics, including response times, satisfaction scores, and resolution rates, to identify areas for improvement.
  • Collaborate with sales, marketing, and product teams to ensure consistent messaging and service across all client touchpoints.
  • Conduct regular reviews of client feedback, surveys, and complaints to identify trends and opportunities for service enhancement.
  • Prepare and present reports on client service performance, challenges, and initiatives to senior management.
  • Ensure compliance with company policies, industry regulations, and best practices in client service.
  • Stay informed about industry trends and best practices in client service management, applying relevant insights to improve team performance.
  • Lead initiatives to improve client retention, loyalty, and satisfaction through targeted service enhancements.
Qualifications:
  • Bachelor's degree in Business, Finance, Marketing, or a related field.
  • 4-6 years of experience in client services, customer support, or a related role, with at least 2 years in a management position.
  • Proven track record of managing and improving client service teams and processes.
  • Strong leadership and team management skills, with the ability to motivate and develop staff.
  • Excellent communication, problem-solving, and conflict resolution skills.
  • Ability to build and maintain strong relationships with clients, ensuring their needs are met.
  • Proficiency in client service software, CRM systems, and Microsoft Office Suite.
  • Strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
  • Knowledge of regulatory requirements and compliance in client services.
  • Experience in the financial services industry is a plus.
  • Professional certifications in customer service management or a related field are desirable.