Client Services Manager
On-siteRichmond, Virginia, United States
Job Summary
Act as the primary liaison for assigned clients, overseeing service delivery to ensure alignment with client expectations, service level agreements (SLAs), and key performance indicators (KPIs). Conduct regular business reviews to present performance updates, manage client onboarding and transitions, and proactively address concerns to maintain strong partnerships. Collaborate with internal operations, quality assurance, and training teams to resolve issues, support process optimization, and identify opportunities for account expansion and value-added services. Monitor client satisfaction while driving operational improvements and fostering long-term relationships.
Required Qualifications
- Bachelor's degree in Business Administration, Operations Management, Communications, or a related field, or equivalent professional experience
- Minimum of 3 years' experience in a client-facing role within a BPO, customer experience, or related industry
- Proven success in managing client relationships and meeting performance targets
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
- Strong verbal and written communication skills
- Ability to thrive in a fast-paced, dynamic environment
- Proactive approach with a focus on continuous improvement and collaboration across QA, Training, and Operations teams
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Experience with CRM or workforce management tools is advantageous
- Familiarity with KPIs, SLAs, and client reporting processes is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with fingerprint
- Job offers are contingent on background/security investigation results
- Must be willing to submit to drug screening
- Does not apply in Canada
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