What are the responsibilities and job description for the Senior Client Success Manager position at SEBPO?
SEBPO is seeking an experienced Senior Client Success Manager. In this highly visible role, you will work directly with clients on multiple projects across various industries. As the SME on Client Relationship Management within the organization, this position is responsible for the success of our partnerships while being the internal expert on each client relationship.Reporting to the Vice President of Client Success, this role ensures that the client’s objectives and issues are met with anticipatory service, deliverables are on time and of high quality, and internal stakeholders are engaged appropriately.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Manage accounts of higher organizational and strategic value
- Responsible for the management of day-to-day service delivery within a multi-shore environment
- Provide high-touch support for clients in a variety of industries such as Digital Ad Operations, Digital Creative Services, Data Solutions, Media Planning, and Quality Assurance
- Maintain executive level communication with existing POCs in order to manage evolving client expectations, needs, and priorities to ensure client satisfaction
- Engage and/or lead cross-functional projects
- Work with company resources located in Bangladesh and El Salvador to ensure day-to-day service is effectively meeting client needs and value is being recognized by client
- Consult/collaborate frequently with internal and external contacts to ensure alignment on priorities and projects
- Identify growth opportunities in existing partnerships and collaborate with the Sales & Account Management Teams on strategy
- Handle service escalations from internal and external clients and take appropriate action for resolution
- Monitor daily workflow of client team, review data for trending, recommend improvements, establish process and proactively identify and resolve issues
- Provide & analyze reports to clients and delivery team to identify trends and inefficiencies
- Assure that problems, questions, or concerns from clients are handled appropriately – escalated, tracked, reported, and resolved with client follow-up
- Gather client feedback through regular communications and follow up. Assure that client retention risks are highlighted, and that proper urgency and escalation steps are taken
- Mentor Delivery Center leaders
- Adherence to standard practices and client contractual commitments
- Host client calls, meetings, and formal business reviews both onsite and offsite with leaders within our clients’ organizations
- Mentoring Client Service Manager in day- to- day activities
- Generate ideas for and document Standard Operating Procedures
- Other duties and responsibilities as assigned
QUALIFICATIONS:
- 5 years’ experience directly managing client relationships, ideally with US based clients
- Mastery of American English – both written and verbal. Native fluency is a must.
- Ability to travel to the US as needed for meetings with clients and US-based management.
- Must be able to work permanently Monday through Friday, 8:30 am to 5:30 pm Eastern Time (New York Time Zone; GMT -5) and some holidays.
DEMONSTRABLE SKILLS:
- Strong interpersonal and communication skills
- Good listener, especially when problems arise
- Proactive with a high sense of urgency
- Organized: ability to manage multiple clients/projects at same time
- Ability to align with the client to propose viable solutions to problems
- Strong negotiation with internal and external partners
- Strong analytic skills
- Fast and independent learner
- Easily adapt to change
- Comfortable talking to high-level client representatives and internal C-level leaders
- Action oriented and able to work independently
- Experience preparing and presenting client business reviews
- Experience monitoring key performance indicators and service level agreements
- Ability to treat every customer as if they are the only customer
- Desire to learn globalization by working closely with a delivery organization that that is located in Central Asia and Latin America and management located in the United States
- Accountability is a must
- Experience working with other cultures across the globe a plus, especially American, Asian and Latin American
- Experience in Digital Ad Operations, Creative Services, or Media Planning a plus
EDUCATION AND EXPERIENCE:
- Bachelor’s Degree in business, communications or a related field.
- 5 Years’ Experience in a High-Touch Client Services Environment
