Client Service Manager

TELUS Agriculture & Consumer Goods; Durham (NC); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading agricultural technology company in Durham is seeking a Client Service Manager to enhance client relationships and ensure success with their products. The ideal candidate will have advanced multilingual proficiency, a bachelor's degree in a relevant field, and experience in a client-facing role. This role emphasizes a proactive approach to client service and collaboration across multiple departments.

Qualifications

• Proven experience in a client-facing role, such as account management or customer success.
• A proactive and customer-centric approach to work.
• Ability to analyze data and metrics to make informed decisions.

Responsibilities

• Engage deeply with clients to understand their objectives and challenges.
• Collaborate with clients and internal teams to define clear success criteria.
• Serve as the primary point of contact for assigned clients.

Skills

Advanced multilingual proficiency in speaking and writing for business environments (Portuguese, Spanish, English)

Strong interpersonal and communication skills

Exceptional problem-solving skills

Detail-oriented

Ability to work independently and as part of a team

Education

Bachelor's degree in business, communications, or a related field

Tools

Retail Execution and Trade Promotion Management software

Job description

Are you ready to embark on an electrifying journey that will revolutionize the global food system?

Seize this opportunity to join the trailblazing team at TELUS Agriculture and Consumer Goods (TAC) - a powerhouse committed to disrupting the status quo with state-of-the-art applications that leverage data to reimagine the way we approach food!

We are not just a team; we are an inspired collective on a relentless mission to establish the most trusted food system worldwide, unraveling transformative insights and optimizing processes from the fields to your plate. At TAC, we are more than just individuals; United in passion and purpose, we collaboratively breathe life into these extraordinary opportunities.

What We’ll Accomplish Together

We are the Consumer Goods Client Services (CGCS) team, and we are responsible for overseeing the end-to-end customer experience and driving operational excellence across the value chain. We have aligned our Customer Success, Sales, and Product teams to create a unified approach for our Consumer Goods customers. Through strategic engagement, we’re enhancing the customer experience, elevating our team and high performance culture, and balancing strategic transformation with scalable growth initiative.

As a Client Service Manager, you will be the voice of our clients, ensuring they achieve measurable value from TAC’s software and services while ensuring we deliver a world class customer first experience, thus driving renewals and expansion opportunities. You will serve as a trusted partner, collaborating across Customer Success, Sales, Product, and other cross functional teams to deliver an exceptional, first-class customer experience.

What you’ll Do

In this role, you will engage deeply with clients, understand their objectives and challenges, and coordinate internal experts to ensure customer value realization. You will proactively manage client relationships and advocate for their needs within the organization by:

• Developing a deep understanding of clients' business objectives, challenges, and needs.
• Collaborating with clients and internal teams to define clear success criteria and key performance indicators (KPIs).
• Serving as the primary point of contact for assigned clients, building strong and trusted relationships.
• Conducting product demonstrations and training to ensure customers have a solid understanding of their contracted services and our full product offering.
• Proactively engaging with clients to gather feedback, addressing any concerns, providing updates, managing escalations, and guiding the client down a successful path.
• Identifying opportunities to upsell or cross-sell additional products/services based on client needs.
• Monitoring client engagement, identifying trends and patterns, taking action to ensure clients are deriving maximum value from our products and services.
• Resolving any client issues or escalations promptly and effectively.
• Acting as an advocate for clients within the company, coordinating with sales, product, engineering, and supporting teams to ensure client needs are met.
• Act as internal champion of assigned clients to provide Voice of Customer and Client Health updates on a regular cadence.
• Staying up-to-date with industry trends and best practices in client service management.

What You Bring

• Advanced multilingual proficiency in speaking and writing for business environments (Portuguese, Spanish, English)
• Bachelor's degree in business, communications, or a related field (or equivalent experience).
• Proven experience in a client-facing role, such as account management, customer success, or client relations.
• A bias for proactive action, growth, and commitment based leadership
• Strong interpersonal and communication skills, with the ability to build rapport and communicate effectively with stakeholders at various levels.
• Exceptional problem-solving skills and the ability to think strategically to address client challenges.
• Detail-oriented with excellent organizational and time management abilities.
• Familiarity with Retail Execution and Trade Promotion Management software.
• Ability to analyze data and metrics to make informed decisions.
• A proactive and customer-centric approach to work.
• Ability to work independently and as part of a team.
• Previous experience in the Consumer Goods industry.

Great-to-Haves

• In-depth knowledge and expertise of TAC and/or TELUS strategies, service offerings, and technologies is an asset.
• Professional certifications and learning related to client services, customer success and/ or business relationship management is an asset.
• Experience in customer success, sales, negotiation, relationship management, and the SaaS or Consumer Goods industries is an asset

At TELUS Agriculture and Consumer Goods, we pledge our commitment to actively promote diversity, equity, inclusion, reconciliation and accessibility. We celebrate and value your unique perspective and life experiences, and we invite you to join us in our journey of growth and learning. Together, we aspire to foster a global community where all individuals are respected, heard, and can authentically bring their whole selves to work.

A significant and sustained effort will be made to support candidates from equity-deserving groups and with lived experience of marginalization and oppression (including Black, Indigenous and People of Colour, LGBTQIA2S+ and persons with disabilities). We offer accommodation for applicants with disabilities during the recruitment process.

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