Senior Manager Client Services

ibex; Palestine (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

ibex is seeking a Senior Client Services Manager to act as the primary contact for key clients and ensure the successful and profitable operation of all programs under the SOW.

The role requires 2–3 years of managerial client services experience and a Bachelor's or Associate degree, plus strong leadership and communication to manage multiple projects and deliver value.

Qualifications

• 2–3 years of managerial or senior manager client services experience.
• Strong track record in program management across multiple teams and services.

Responsibilities

• Meets client and company objectives
• Serves as point of contact for all client concerns
• Ensures that financial targets are achieved
• Proactively partner with clients to deliver cost effective, value added, quality solutions
• Strong contributor to the senior management team in developing operating strategy, profitability and process improvements
• Ensure client needs are met to improve customer satisfaction and profitability
• Manages compilation and distribution of information and reports to stakeholders
• Identifies and implements continuous improvement initiatives
• Provide real time solutions to increase productivity/efficiency
• Work with BU heads to achieve overall objective of the business
• Performs other duties as required by VP of Client Services

Skills

Client Services Management

Program Management

Operations

Customer Service

Communication Skills

Leadership

Education

Associate/Bachelor's Degree

Job description

The Sr. Client Services Manager will serve as the primary point of contact for the Client and is responsible for the successful and profitable operation of all programs assigned including management of Client expectations and goals as stated in the SOW.

• Meets client and company objectives
• Serves as point of contact for all client concerns
• Ensures that financial targets are achieved
• Proactively partner with clients to deliver cost effective, value added, quality solutions
• Strong contributor to the senior management team in developing operating strategy, overall profitability and ensuring process improvements for the business unit.
• Ensure that client needs are met in a way that improves customer satisfaction and increases profitability
• Manages the accurate compilation and distribution of information and reports to identified stakeholders.
• Identifies and implements continuous improvement initiatives.
• Provide and implements real time solutions to the business that result in increased productivity/efficiency.
• Work with BU heads to achieve the overall objective of the Business
• Performs other related duties and assignments as required and as assigned by the VP of Client Services.
• With Associate/Bachelor’s Degree
• At least 2-3 years of experience with Client Services Management in a Managerial or Senior Manager capacity.
• Excellent track record in program management involving multiple teams, multiple products, and multiple services areas.
• Strong operations background
• Extensive experience in Customer Service and understanding of BPO operations
• Excellent organization skills and ability to manage multiple and changing priorities
• Excellent interpersonal and customer interaction skills to include communications, presentation and conflict resolution skills.
• Ability to present to high-level client contacts
• Knowledgeable of changing technology
• Exemplary communication skills and strong business acumen to understand the business strategies