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Client Relationship Manager
2 months ago
At Right Click Inc, we prioritize creating a workplace that fosters mutual respect and equal opportunities for all applicants and team members. Our commitment to diversity and inclusion is fundamental to our success, and we strive to recruit, develop, and retain talented individuals from a wide range of backgrounds and perspectives.
The Client Success Specialist plays a crucial role in ensuring client satisfaction through effective strategic planning, communication, and exceptional service desk operations. This position is dedicated to managing client relationships, addressing concerns, and upholding operational excellence.
Key Responsibilities:- Urgent Issues: Promptly identify and resolve critical client concerns.
- Client Liaison: Act as the primary contact for significant client relationships, tailoring strategies to meet varying client needs.
- Strategic Development: Formulate and execute strategic plans that align with client objectives.
- Performance Reviews: Facilitate quarterly meetings to evaluate progress and refine strategies.
- Reporting: Deliver comprehensive monthly updates to clients and internal teams.
- Team Coordination: Lead a dedicated team for major clients, ensuring cohesive support.
- Quality Assurance: Regularly review service desk tickets to ensure they meet established quality standards.
- Error Management: Follow up on discrepancies and maintain precise documentation.
- Process Optimization: Propose and implement enhancements to existing processes.
- SLA Monitoring: Track and address tickets that are at risk of breaching service level agreements.
- Education: A Bachelor's degree in Business Administration, Information Technology, or a related discipline.
- Experience: A minimum of 2 years in client success, account management, or service desk operations, with a background in both client management and quality assurance.
- Skills: Exceptional strategic thinking, communication, problem-solving, and multitasking skills. Proficiency in CRM and quality assurance tools is essential.
- Positive demeanor. Proactive in approach and promotes the standards of Right Click.
- Action-oriented. Exhibits a strong work ethic and embraces challenges with enthusiasm.
- Composed under pressure. Maintains a calm demeanor during challenging situations, providing stability in crises.
- Analytical problem solver. Employs logical reasoning and thorough analysis to tackle complex issues effectively.
- Customer-centric. Committed to understanding and meeting customer expectations, fostering trust and respect.
- Adaptable. Capable of navigating change and shifting priorities with ease.
Note: Only candidates who complete the assessment will be considered.
Flexible work-from-home options are available.
