Client Success Manager, BPO Back Office

DATAMARK, Inc.; El Paso (TX); Hybrid; USD 62,000 - 76,000; Full time

Benefits offered by this job

Comprehensive health care

401k

Life Insurance

Paid time off

Disability coverage

Professional growth

Wellness resources

Salary: $69,000 annually

Job summary

DATAMARK, Inc. seeks a Client Success Manager for its Back Office BPO division in El Paso, TX. You will serve as the primary client contact, ensuring back-office operations meet and exceed expectations while driving improvements and account growth.

Ideal candidates have at least 3 years in back-office BPO, strong communication and analytical skills, and are comfortable traveling up to 30%. A Bachelor's degree in a related field is required, and Salesforce experience is preferred.

Qualifications

• Education: Bachelor's degree in Business Administration, Management, or related field.
• Experience: Minimum of 3 years in back office BPO with client-facing experience.
• Knowledge: Back office operations, metrics, and industry best practices.
• Communication: Exceptional verbal and written communication with clients and stakeholders.
• Analytical: Strong data analysis for service improvement.
• Problem-solving: Ability to navigate conflicts professionally.
• Team orientation: Collaborative within a team.
• Technical Skills: Proficiency in CRM tools (Salesforce) and Office apps.
• Travel: Willingness to travel up to 30% for client meetings.

Responsibilities

• Maintain and grow client relationships for BPO back-office services.
• Monitor performance metrics to ensure SLAs are met and identify improvements.
• Collaborate with internal teams to align services with client goals and upsell opportunities.
• Proactively communicate with clients, provide updates, collect feedback, and discuss new sales.
• Develop and execute strategic action plans to drive client engagement and account growth.

Skills

Client relationships

Communication

Analytical thinking

Problem solving

Team player

Travel willingness

Education

Bachelor's degree in Business Administration/Management

Tools

Salesforce

Microsoft Office

Job description

Client Success Manager - Back Office BPO

At DATAMARK, Inc., you will experience a dynamic and inclusive company culture that emphasizes collaboration, innovation, and professional development. Our team is supportive, engaged, and enjoys working together to achieve shared goals. We offer exceptional benefits and are committed to promoting your well-being both in and out of the workplace. Join DATAMARK as a Client Success Manager and contribute your expertise in a role where your impact truly matters!

As a Client Success Manager specializing in BPO Back Office, you will serve as the primary point of contact for our clients, ensuring that our back office operations are aligned with and exceed client expectations. Your role will be crucial in maintaining high service standards while identifying areas for improvement and fostering account growth.

Key Responsibilities:

• Client Relationship Management: Build and sustain robust relationships with key clients, addressing their concerns and ensuring their satisfaction with our BPO services.
• Performance Monitoring: Analyze back office operations metrics to ensure service level agreements are met and seek opportunities for enhancements.
• Collaborative Strategy: Collaborate with internal teams to align services with client goals and capabilities while also identifying opportunities for additional sales.
• Proactive Communication: Regularly engage with clients to provide updates, gather feedback, and discuss potential new sales opportunities.
• Action Planning: Develop and implement strategic action plans that drive client engagement and optimize account growth in back office operations.

• Education: Bachelor's degree in Business Administration, Management, or a related field.

• Experience: Minimum of 3 years of experience in back office BPO services, with at least 2 years in a relationship management or client-facing role.
• Knowledge: Familiarity with back office operations, metrics, and industry best practices.
• Communication Skills: Exceptional verbal and written communication skills for effective interaction with clients and internal stakeholders.
• Analytical Skills: Strong analytical skills to assess performance data and client feedback for service improvement.
• Problem-Solving Skills: Proven ability to navigate conflicts and manage issues professionally.
• Team Orientation: Ability to work collaboratively within a team-oriented environment.
• Technical Skills: Proficiency in CRM tools (Salesforce) and Microsoft Office applications.
• Travel Requirements: Willingness to travel occasionally for client meetings, as needed. Up to 30%

**Applicants must be authorized to work in the U.S. for any employer as we are unable to sponsor or take over sponsorship of an employment Visa at this time**

What We Offer:

• Comprehensive Health Care:Medical, dental, and vision plans
• Retirement Savings:401k
• Life Insurance:Basic, voluntary, and AD&D coverage
• Time Off:Paid time off, paid volunteer hours, and major holidays
• Disability Coverage:Short-term and long-term disability plans
• Professional Growth:Training and development to advance your career.
• Wellness Resources:Support for your overall well-being.
• Salary: $69,000 annually