Client Success Manager

hace 3 semanas

Barranquilla, Atlántico, Colombia UnifyCX A tiempo completo

UnifyCX is looking for an extraordinary Client Success Manager to join our motivated and ambitious team.

What Will You Do?

The Client Success Manager is responsible for developing and managing key client relationships, with a focus on client satisfaction, retention, and growth.

Responsibilities

  1. Primary liaison between the client and the company, building and maintaining relationships with key personnel.
  2. Ensures that production goals are obtained respective to the assigned account, leading internal strategy resolution meetings and providing recommendations as to what is best for the account.
  3. Responsible for proactively providing performance updates to the client and management.
  4. Ensures that the account goals, objectives, deadlines, and standards of the clients are communicated effectively within the company.
  5. Lead logistics planning and participation with clients' visits including quarterly meetings, business reviews, and training/management sessions with the client.
  6. Daily interaction with the client to develop the long-term partnership, driving our mutual success.
  7. Work with internal departments (Quality, Training, Reporting, Talent Acquisition, Operations, Work Force Management, and IT) to address client issues and initiatives.
  8. Assist operations with real-time metric management.
  9. Assist in managing projects to coordinate implementation of new clients' initiatives and/or objectives.
  10. Work with the Workforce Manager and Operations teams to drive service level commitments, schedule adherence, employee retention, and project performance.

Who You Are

  1. 10-15+ years of experience in the BPO or Call Center industry and 5+ years in a leadership or client management role. Experience in a technical and cloud services support environment is highly desirable.
  2. Familiarity with customer care leading technologies and cloud services technologies.
  3. Can relate to people at all levels of an organization with empathy and excellent communication skills.
  4. Proven ability to build strong, trusted client relationships, particularly with senior leaders.
  5. Ability to work collaboratively with internal and external stakeholders to achieve a mutually beneficial result.
  6. Absolute integrity and responsibility within a fast-paced entrepreneurial environment.
  7. Proactive, open, and collaborative nature.
  8. Strong organizational skills.
  9. Friendly and optimistic mindset.
  10. Highly transparent, ensuring information flows in all directions in a timely manner.
  11. Strong accountability in oneself and others.
  12. Ability to take initiative with a high sense of urgency.
  13. Ability to manage multiple priorities and deadlines.
  14. Ability to add value to an organization through creativity, initiative, and personal drive.
  15. Must have a valid passport and be willing to travel domestically and internationally as needed, up to 50%.
  16. Bachelor's degree with the right level of work experience.

Who We Are?

UnifyCX is a Global company with locations in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines, that provides personalized contact centers, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.

Our motto is "Putting People First" we truly value our employees, customers, and communities. Our focus goes beyond simply filling positions; we invest in our employees' long-term career growth.

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