CLIENT SUCCESS SENIOR MANAGER

Functional Overview:

At KMC, the Client Success Manager is mainly responsible for managing a team of Client Success Architects (Account Managers) to provide best-in-class experience for our North America-based Clients. The goal is to promote better partnership, confidence, growth, and compliance by consistently or exceedingly meeting the established service level agreements (SLAs). As an imperative, the role must oversee overall service delivery by working closely with his/her team members and serving as a subject matter expert on all service delivery matters.

 

Duties and Responsibilities:

• Manage a team of Client Success Architects to carry out the business needs of assigned Clients
• Optimize the skills of the Client Success Architects in line with the service delivery needs
• Have a well-defined onboarding, communication, training, coaching and engagement model in place to ensure all Client Success Architects understand the performance of the business and full understanding the needs of the client
• Workforce management to distribute the workload based on number of accounts, geographies and complexity ratings
• Represent KMC effectively with comprehensive knowledge of our service offerings
• Build rapport and develop a strategic relationship with Client stakeholders
• Direct the Client Success Architects and other department representatives in carrying out successful Client onboarding/launch activities and initial program set up to drive successful operational build out and expansion
• Point of Contact for new Clients – facilitates Kick Off meetings to introduce/reintroduce services and processes to Clients and carry out successful Client onboarding/launch activities and initial program set up
• Learn the business model of the clients and provide value-add recommendations for the retention, growth, and expansion of the clients’ business.

• Oversee/monitor our ticketing system to ensure deliverables are within SLAs
• Manage projects, fix any reliability issues, track service metrics, and lead other team members responsible for getting services delivered to clients
• Provide resolution and manage conflicts given set deadlines by keeping the team organized
• First level escalation/s and recommends best course of action.
• Conducts regular site visits with Clients to be involved in status checks/meetings with Clients
• Anticipate the Client needs and find creative ways to make the service better
• Regularly attend Client meetings and participate in Client events
• Create informative presentations and templates
• Maintain a detailed and accurate Client Masterfile and renewal forecast
• Ensure critical activities such as Monthly/Quarterly Business Reviews and CSATs are carried out for top Clients according to schedule
• Ensure timely billing and collections
• Complete administrative work and projects as required
• Preparation of data and reports as required
• Ensure Business Continuity
• May be assigned to work night shift

 

Minimum Competencies:

• Excellent communication and interpersonal skills for building effective and meaningful relationships with Clients.
• Advanced decision-making and problem-solving skills
• Goal-oriented
• Possesses an energetic, outgoing, and friendly demeanor
• Excellent analytical and time-management skills
• Excellent presentation skills
• Strong sense of Business Acumen
• Financially-savvy
• Exceptional Customer Service Skills
• Strong Project Management
• Time Management
• Business and Market Trend Analysis
• Excellent leadership, people management, communication and influencing skills at a senior level
• Ability to manage and influence key stakeholders

 

Minimum Qualifications:

• Five (5) Years Well-established Experience with Account Management and/or Service Delivery with at least 3 years in a managerial position
• Well versed in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)
• Experience working in BPO companies, particularly handling North America-based Clients
• Experienced in managing large multi-site/multi skilled BPO companies
• Experience in using CRM tools and applications
• College Graduate