Role Overview:

Alt-Tech Inc., a premier technology solutions provider, is seeking a dynamic and proactive Client Services Manager to join our team for a parental leave coverage lasting 12-18 months. This Team Lead role requires a candidate with a passion for delivering exceptional client experiences and a proven track record in client services management. As the Client Services Manager, you will be the cornerstone of our client relationships, ensuring satisfaction and fostering long-term partnerships. Collaborating closely with executive team members, your role will be crucial in maintaining strong client connections, driving growth, and upholding the highest standards of service delivery.

Key Responsibilities:

• Provide Outstanding Customer Service: Ensure clients receive exceptional service and support.
• Manage Client Services Representatives: Lead and oversee a team of client service representatives.
• Client Communication: Maintain a client communication platform.
• Cross-Departmental Collaboration: Promote communication and collaboration between departments to improve client services.
• Client Relationship Management: Build and sustain long-term relationships with clients.
• Issue Resolution: Address and resolve client complaints and issues promptly.
• Performance Tracking: Track and measure team performance to ensure client service standards are met.
• Strategy Development: Develop strategies to improve client services and company performance.

Skills and Qualifications:

• Excellent Communication Skills: Ability to communicate effectively with clients and internal teams.
• Problem-Solving Abilities: Strong skills in resolving client issues and improving service delivery.
• Leadership: Capable of managing and leading a team of client service representatives.
• Customer Service Knowledge: In-depth understanding of customer service principles and practices.

Core Responsibilities:

• Monthly & Quarterly Business Reviews (QBRs):
  • Conduct comprehensive QBRs to assess client needs, evaluate performance metrics, and identify opportunities for improvement.
• Net Promoter Scores (NPS) and CSAT Feedback:
  • Monitor and analyze NPS data to measure client satisfaction levels.
  • Manage CSAT feedback, both internal and external, to continuously enhance service quality.
• Process Optimization:
  • Identify and implement opportunities to refine operational processes, improve efficiency, and elevate service delivery standards.
  • Collaborate with internal teams to execute process enhancements and improvements.
• Client Software Licensing:
  • Provide expert advice on software licensing options and upgrades to ensure optimal solutions for clients.
  • Work with the administration person to appropriately plan for and renew software licensing.
• Adhoc Quoting:
  • Handle client requests for adhoc quotes promptly, coordinating with administration and finance teams to ensure accuracy and timeliness.
• Relationship Management:
  • Develop and maintain enduring client relationships, acting as the primary point of contact for inquiries and concerns.
  • Advocate for client needs within the organization to ensure seamless service delivery and client satisfaction.
  • Some after-hours work may be required on a pre-planned basis to attend social events.
• Client Advocacy:
  • Identify opportunities for upselling or cross-selling additional services, aligning offerings with client requirements and preferences.
  • Advocate for client needs within the organization, ensuring their voice is heard and their expectations are exceeded.
• Client Master Service Agreements:
  • Ensure that each client has a Master Service Agreement (MSA) in place and maintain up-to-date MSAs for each assigned client.