Description
The Client Services Manager is responsible for effective management of assigned client accounts to meet and fulfill client needs and expectations. Acts as a collaborative partner and primary business contact in coordinating client interactions with MetaSource's internal teams.
Location: Hybrid remote, must be able to come in periodically to our Bristol PA office.
Responsibilities:
* Builds and cultivates working relationships with both customers and internal MetaSource team members including operations, sales, and software development.
* Leverages company products and services to meet client’s goals, interests, and objectives
* Ensures client Service Level Agreements (SLAs) are met every day through the use of daily checklists and available reports
* Coordinates implementation between internal operations team and clients which include the development of standard operating procedures.
* Manages contracts, change requests, and contract renewals for both new and existing clients.
* Responsible for efficient client communications, conflict resolution, and compliance on client deliverables.
* Completes and verifies invoices and is responsible for payment collections.
* Ensures that all processes and procedures meet quality standards and client expectations are achieved.
* Appropriately escalates key issues and information to leadership.
* Takes ownership of the contract, change orders, and contract renewals for both new and existing clients and projects.
* Ensures that revenue is properly assigned and forecasted and that projects are profitable.
* Ensures that all processes and procedures are completely documented according to department guidelines.
* Makes recommendations on internal tools to gain efficiencies in client program maintenance.
Requirements
* Bachelor's degree and a minimum of 4 years of account/project management experience; or equivalent combination of education and experience; proven account management skills required to create, maintain, build and enhance customer relationships; knowledge of the BPO industry is a plus.
* Ability to read and interpret documents such as company policies; ability to write routine reports and correspondences; excellent and effective written and verbal communication, able to successfully interpret the customer's needs.
* Extensive experience with Microsoft Office, such as Microsoft Word, Microsoft Excel, and Microsoft Outlook. Technical competence is required (able to learn and understand various software, hardware, networks, etc.).
Employment is contingent upon completing and passing a background check and drug test. MetaSource is an equal opportunity employer.
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