Client Service Manager job description
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What does a Client Service Manager do?
The Client Service Manager is pivotal in ensuring exceptional client experiences by managing service teams and processes. This role contributes to client retention and satisfaction, forming an integral part of company growth strategies through effective relationship management and service delivery.
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What are the Key Responsibilities of Client Service Manager
- Develop and implement client service strategies to enhance customer satisfaction.
- Lead and mentor the client service team to ensure high performance.
- Act as the primary point of contact for key clients and resolve complex issues.
- Analyze service processes and make recommendations for improvements.
- Ensure alignment of client services with company objectives.
- Organize and oversee training programs for the client service team.
- Monitor client service metrics and prepare performance reports.
- Collaborate with sales and marketing teams to enhance client engagement.
What are the Skills and Requirements for a Client Service Manager?
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in client relationship management (CRM) software.
- Analytical skills for data-driven decision making.
- Ability to manage multiple priorities in a fast-paced environment.
What are the KPIs to track for Client Service Manager?
The performance of the Client Service Manager is evaluated through customer satisfaction ratings, efficiency in issue resolution, client retention rates, and the successful implementation of service process improvements.
Customer Satisfaction
Maintain or improve client satisfaction scores.
Issue Resolution Efficiency
Reduce the average time to resolve client issues.
Client Retention
Achieve target client retention rates.
Reports to
Director of Client Services
Collaborates with
Sales and Marketing Teams
Leads
Client Service Representatives
Are any specific tools or software required for the Client Service Manager role?
- Salesforce
- HubSpot
- Zendesk
What is the qualification of Client Service Manager?
Bachelor's degree in Business Administration, Marketing, or a related field, with 3-5 years of experience in client service management.
