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Client Success Manager

Spearhead Solutions

Posted Sep 10, 2024 297 views

PKR. 60,000 - 200,000/Month

The ideal candidate will be a passionate advocate for clients and an understanding of what it means to be intensely client focused.
This role will make sure that clients are happy, engaged, and receiving maximum operational support each day.
As a member of one of most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups.

Responsibilities

Own and manage the customer service experience; Act as the primary point of contact for customer escalations
Internal reporting to ensure key SLA and metrics are being met
Conduct operationally focused business reviews routinely with Account manager and Client
Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards
Manage issue resolution and risk mitigation
Coordinate with internal operational teams to minimize risks
Performance Management
Measure the success of each client-facing process
Ensuring any client related issues are properly addressed to the satisfaction of the client
Partner with the Regional Resource Coordinator to monitor client contracted SLA’s
Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met
Ensure account documentation is up to date and accurate
Identify opportunities for account development
Constantly assess internal operations; identify and assign action with timelines around process improvements
Drive account entanglement through the expansion of operational offerings
Manage issue resolution and risk mitigation
Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identified individuals in various departments
Present action plan for issue resolution to Account Manager with scheduled follow-ups until resolution achieved
Coordinate with the Account Manager, client, and key internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.

Experience

3 years of customer service and/or account management
Demonstrated strong communication and proven ability to resolve complex issues in a timely fashion
Ability to work in a fast-paced environment with diverse groups and meeting aggressive deadlines
Excellent verbal and written communication skills
Experience presenting to top tier clients
Ability to work with little or no supervision

Skills

Manage Client Relationships Client Followup Key Client Relationship Client Relationship Global Client Management

Job Details

Industry:

Information Technology

Functional Area:

Client Services & Customer Support

Total Positions:

5 Posts

Job Shift:

Third Shift (Night)

Job Type:

Full Time/Permanent

Job Location:

Islamabad, Pakistan

Gender:

No Preference

Minimum Education:

Masters

Career Level:

Experienced Professional

Minimum Experience:

2 Years

Apply Before:

Oct 11, 2024

Posting Date:

Sep 10, 2024

Spearhead Solutions

Information Technology · 11-50 employees - Islamabad

For more than 20 years, Spearhead has focused on information technology. This dedication has allowed us to build a global company with multiple teams who deliver our promise and specialized expertise. We offer services that meet the evolving needs of some of the world’s largest, most forward-thinking companies. And when things change, which they often do, we have the courage to adapt and evolve quickly.