Top Benefits
About the role
Why Work With Us?
-
Competitive wages
-
FUN, dynamic, and flexible work environment
-
Personalized training and career development plans
-
A supportive and high-performing team
-
Opportunities to work with the latest technologies and services
-
And much more!
About the Role: 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 14 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:å 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.
-
Schedule:
-
Monday to Friday
-
8-hour shifts
-
On-call availability if required.
License/Certification:
- Valid Class 5 Driver’s License required
Top Benefits
About the role
Why Work With Us?
-
Competitive wages
-
FUN, dynamic, and flexible work environment
-
Personalized training and career development plans
-
A supportive and high-performing team
-
Opportunities to work with the latest technologies and services
-
And much more!
About the Role: 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 14 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:å 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.
-
Schedule:
-
Monday to Friday
-
8-hour shifts
-
On-call availability if required.
License/Certification:
- Valid Class 5 Driver’s License required