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Client Relationship Manager
2 months ago
Company: Right Click Inc
At Right Click, we prioritize creating a workplace that values respect and equality, ensuring that all applicants and team members have access to equal employment opportunities. Our commitment to diversity and inclusion is fundamental to our success, and we strive to recruit, develop, and retain a talented workforce from a wide array of backgrounds and perspectives.
Role SummaryThe Client Success Specialist plays a crucial role in ensuring client satisfaction through effective strategic planning, communication, and exceptional service desk operations. This position is centered on managing client relationships, addressing concerns, and upholding operational excellence.
Key Responsibilities- Urgent Issues: Quickly identify and resolve critical client concerns.
- Client Liaison: Act as the primary contact for significant client relationships, tailoring strategies to meet diverse 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 seamless support.
- Quality Assurance: Regularly review service desk tickets to ensure they meet established quality standards.
- Documentation: Follow up on discrepancies and maintain precise records.
- Process Enhancement: Propose and implement improvements to existing processes.
- SLA Monitoring: Oversee 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 focus on both client management and quality assurance.
- Skills: Excellent strategic thinking, communication, problem-solving, and multitasking skills. Proficiency in CRM and quality assurance tools is essential.
- Positive demeanor and proactive approach, adhering to Right Click standards.
- Action-oriented mindset, demonstrating energy and enthusiasm for challenges.
- Composed under pressure, maintaining a calm and steady influence during crises.
- Analytical problem solver, employing logical methods to develop effective solutions.
- Customer-centric attitude, dedicated to fulfilling customer expectations and building trust.
- Adept at navigating ambiguity and adapting to change with ease.
Note: Only candidates who complete the assessment will be considered.
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