As Client Services Manager, you will be responsible for leading the team of Client Services Consultants and Team Leaders, ensuring TrakCel provides a best-in-class client service experience, ensuring engaged clients, facilitating organic growth, taking ownership of client’s issues, and following problems through to resolution. You will set a clear mission and deploy strategies focused on that mission. In addition, you will direct the design and delivery of technical and support documentation for our internal and external customers.
This role requires a strong balance of operational expertise, client-facing skills, and technical understanding to ensure client satisfaction and retention.
Main Responsibilities
* Oversee the Clients Services function across TrakCel.
* Own and manage the handover process between the Delivery team and live support, ensuring a smooth transition and maintaining continuity of service post-go-live, with clear documentation and knowledge transfer practices in place.
* Support the mobilization of a scalable client support model on behalf of TrakCel, providing appropriate levels of resources to ensure a 24/7 service in compliance with Client Service Level Agreements (SLA).
* Develop and implement client support strategies that align with broader business objectives, focusing on driving continuous improvements in service efficiency and client satisfaction.
* Ensure timely management of all TrakCel helpdesk tickets and associated activities in accordance with Client SLAs.
* As required, assist with regular service reviews for Clients to ensure their existing requirements are being met and if any further support is required.
* Ensure functionality in place to track the turnaround of responses and closure of helpdesk tickets for monthly reporting. Present KPIs at the quarterly quality management meeting.
* Escalate/communicate any identified trends with helpdesk tickets which may be pertinent to repeat issues within the base product or operational configuration of TrakCel solutions or associated systems.
* As required, support with change management activities in accordance with TrakCel’s Standard Operating Procedures for any Client changes to Production and ensure the team maintains compliance with SOPs when performing any changes.
* Make recommendations for Continual Service Improvement.
* Where necessary, support the TrakCel Client Services team in delivering training sessions regarding new client processes.
* Drive customer satisfaction and engagement by maintaining regular touchpoints with key clients, gathering feedback, and ensuring proactive issue resolution.
* Where required, undertake all other reasonable and related tasks allocated by management.
Skills and Experience - Essential
* Demonstrable experience of leading a Client Services function for a software vendor.
* Proven experience of managing a global team, with a strong track record of motivating and leading others and fostering a culture of continuous improvement.
* Proven ability to plan and coordinate people and resources effectively, to meet service level agreements (SLAs), key targets, and deadlines. Strong organisational skills, with a focus on prioritising tasks and improving processes to drive team performance, enhance service delivery and achieve results.
* Track record of working within a customer support environment, handling high volumes of queries efficiently and meeting SLAs consistently.
* Demonstrable ability to manage the transition between different service stages, particularly from implementation to live client support, with a focus on minimizing client impact during handovers.
* Demonstrates excellent verbal and written communication skills, with the ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
* Strong problem-solving and critical-thinking skills to handle complex technical issues.
Skills and Experience - Desirable
* Recognized industry qualification - e.g., ITIL Intermediate level or above.
* Experience in the healthcare or pharmaceutical industry.
* Experience in the Salesforce platform, ideally Salesforce Administrator certification.
* Knowledge of the Salesforce software platform and supporting ecosystem (MuleSoft).
* Understanding of software development methodologies such as Agile.
* 3rd party and vendor management.
* Experience in establishing and managing a local office, including operational setup and team leadership.
Job Title: Client Services Manager
Experience: Led or contributed to high-growth client services for software vendors; Managing a global, remote team; Working in a client support environment, handling high volumes of client queries.
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