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Sr. Manager, Client Services
hace 4 semanas
Want to be part of a company that is changing the game for some of the world's most notable brands and disruptive companies? We thought so.
In every instance you will be supporting today's fastest growing companies to scale their domestic and international operations. Every campaign is different, challenging, and ultimately rewarding as you monitor your team's growth. In addition to client success, you will play a direct role in the operational growth, change and innovation of the business with strategic initiatives. You will impact and witness first hand the company's annual revenue goals of 100% revenue growth year after year.
As a **Sr. Manager of Client Services, **you will manage with autonomy one strategic campaign and up to three non-strategic accounts, both new and existing, through the client lifecycle under the guidance of a Director or Senior Director and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams' performance. In terms of client management, you will also conduct weekly/monthly/quarterly business reviews. You will also report the progress/activities to/from clients and facilitate communication between internal teams regarding client needs. You will conduct face-to-face meetings with clients, wherever they are, to effectively manage the accounts with the ultimate aim of becoming a trusted partner for clients. With this, you need to understand their needs, desires, and what is important for them to succeed.
**Responsibilities (including, but not limited to)**:
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Client Management (30%)**:Conducts weekly/monthly/quarterly business reviews. Is the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs. Conducts face-to-face meetings with clients, wherever they are, to effectively manage the accounts. With an ultimate aim of becoming a trusted partner for clients. Understanding their needs, desires and what is important for them to succeed.
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Financial Management (25%)**: Achieves annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance. Grows headcount, revenue and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract.
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Communication (20%)**: Able to charm and influence people across the world. Provides actionable feedback for improvement/course correction internally and externally. Comfortable influencing across teams/stakeholders. Professionally presents to groups and 1/1 and hosts engaging client visits.
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Operational Management (15%)**:Demonstrates an attitude where they roll-up-their-sleeves and handle issues that arise. Achieves expectations for their team's contribution to the Contractual KPIs for each account. Reaches the Customer Satisfaction Score of 8+. Responsible for administration of internal/external reporting requirements.
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Strategic Management (10%)**:Strategizes with clients to ID opportunities for growth. Leads internal team to ensure we have focus on long and short-term objectives. Identifies risks and provides solutions that allow for innovation and change. Brainstorms with management/peers for best practices. Continuously drives performance enhancement and drives real value initiatives for clients.
**Technical Skills**:
- Intermediate to advanced knowledge of Google Suites, Zendesk, Salesforce CRM, Salesforce Service Cloud and Quantitative modeling.
- Experience with other CRM, customer service technology and cloud hosted telephony a plus.
**Requirements**:
- Bachelor's Degree, preferred.
- 3+ years of experience in a consulting and/or account manager role.
- 3+ years of experience in managing customer care, call centers, and/or back-office operations and clients with various needs.
- 3+ years of experience in BPO, start-ups or high growth companies is also preferred, but not required.
- Experience in managing international teams.
- Need someone driven to self-improve and extend spheres of knowledge and influence.
- You need to be practical and action-oriented.
- Ability to sell and be persistent and aggressive, but also need to be able to inspire and persuade people.
- Hands-on experience with process improvement and project management.
- Need someone with an interest in how new technologies and businesses are changing the face of work.
- Willing to be flexible with work hours in order to support client meetings or senior level visits globally.
- Ability to commit up to 50% of the year traveling to our client's offices globally.
**About TaskUs**
We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners' interests and supporting their long term success through innovation and technology-powered by ridiculou
