Operations Manager

Job Title: Client Service Manager

About the Role:

As a Client Service Manager, you will be responsible for overseeing and ensuring the delivery of exceptional service to our clients in three offices: Boston, Philadelphia and Washington DC. Your role is crucial in maintaining strong client relationships, resolving issues efficiently, and driving client satisfaction. You will serve as the main point of contact for clients, providing support, guidance, and strategic insights to meet their needs effectively.

Essential Job Responsibilities:

• Client Relationship Management:
• Develop and nurture strong, long-term relationships with clients, serving as their trusted advisor.
• Act as the primary point of contact for client inquiries, requests, and escalations.
• Conduct regular meetings and check-ins to assess client satisfaction, gather feedback, and identify opportunities for improvement.
• Anticipate client needs and proactively address them to enhance overall client experience and retention.
• Service Delivery Oversight:
• Ensure the timely and accurate delivery of services to clients, meeting or exceeding agreed-upon service level agreements (SLAs).
• Coordinate internally to address client needs and requests, ensuring alignment and collaboration across teams.
• Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.
• Conduct periodic service reviews with clients to evaluate performance, discuss challenges, and identify opportunities for optimization.
• Issue Resolution and Escalation:
• Serve as the escalation point for resolving client issues and concerns, ensuring timely and satisfactory resolution.
• Investigate root causes of problems and work collaboratively with internal teams to implement corrective actions.
• Communicate effectively with clients throughout the resolution process, providing updates and maintaining transparency.
• Strategic Planning and Client Growth:
• Collaborate with clients to understand their business objectives, challenges, and growth opportunities.
• Develop and implement strategic account plans tailored to each client's goals and objectives.
• Identify opportunities for upselling or cross-selling additional products/services to existing clients, working closely with sales teams to capitalize on them.
• Provide strategic insights and recommendations to clients to help them achieve their business objectives and drive mutual growth.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field (preferred) or an equivalent combination of education and relevant experience is required.
• Proven experience in a client-facing role, such as client service, account management, or customer success.
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Strong problem-solving abilities and a proactive approach to addressing client needs and challenges.
• Ability to manage multiple priorities and stakeholders in a fast-paced environment.
• Familiarity with CRM software and proficiency in Microsoft Office Suite.
• Strategic mindset with the ability to think critically and provide valuable insights to clients.
• Team player with strong collaboration and negotiation skills.