Client Services Manager job description
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What does a Client Services Manager do?
The Client Services Manager serves as a vital link between the company and its clients, ensuring customer satisfaction through effective communication and service delivery. This role is crucial in retaining key accounts and driving client-focused growth strategies.
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What are the Key Responsibilities of Client Services Manager
- Develop and maintain strong client relationships.
- Oversee the client service team and ensure high-quality service.
- Manage client accounts and resolve issues promptly.
- Coordinate with internal departments to meet client needs.
- Create and deliver presentations to clients.
- Identify opportunities to upsell and cross-sell products or services.
- Monitor client satisfaction and implement improvements.
What are the Skills and Requirements for a Client Services Manager?
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Proficient in using CRM software.
- Problem-solving and conflict resolution skills.
- Ability to work collaboratively with cross-functional teams.
What are the KPIs to track for Client Services Manager?
The Client Services Manager's performance is evaluated based on client retention rates, satisfaction scores, resolution of client issues, and achievement of service delivery targets.
Client Retention
Maintain or increase retention of key clients.
Client Satisfaction
Improve client satisfaction scores.
Issue Resolution
Efficient resolution of client issues within agreed timelines.
Reports to
Director of Client Relations
Collaborates with
Sales, Product Development, Customer Support
Leads
Client Service Representatives
Are any specific tools or software required for the Client Services Manager role?
- Salesforce
- Zendesk
- HubSpot
What is the qualification of Client Services Manager?
Bachelor's degree in Business, Marketing, or a related field, with 3-5 years of experience in client services management.
