Job Description

Bilingual Client Success Manager: THIS POSITION REQUIRES ALL APPLICANTS TO BE FLUENT IN SPANISH. PLEASE DO NOT APPLY IF YOU ARE NOT FLUENT IN SPANISH.

Under the direct supervision of the Director of Client Success, the Client Success Manager is responsible for leading a team of client specialists, primarily based out of the Philippines and Mexico, providing

excellent customer service to clients, and driving company key priorities. In this role the Manager will be responsible for delivering a high level of customer satisfaction while building loyalty and retention throughout the organization.

Essential Duties and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Create engaged customers through professionalism and delivering an excellent client experience.
• Take ownership of customer issues and use strategic problem solving to create positive resolutions with complete follow through.
• Set clear expectations with team and ensure delivery through observations and accountability.
• Maintain a high quality of work with a focus on priorities and solutions.
• Deliver and exceed on performance goals and key performance metrics
• Analyze data and evaluate results to prepare action plans for continued success or improvement.
• Control resources, manage budgets and adhere to schedules.
• Resolve and performance manage associates to provide professional service, efficiency, and productivity.
• Develop service procedures, implement strategic processes that improve client service and drive company revenue.
• Train, coach and develop agents through creating a culture where they can excel through motivation and empowerment.
• Create biweekly meeting deck for team performance and participate in quarterly and monthly business reviews.
• Drive change and adaptability within the department with excitement and clarity of direction.

Required Skills/Abilities:

• Strong written and verbal communication skills
• Experience in providing excellent customer experiences.
• Excellent knowledge of leadership methods and techniques
• Awareness of industry's latest technology and trends
• Ability to think strategically, lead and work in a face paced environment.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and levels within the organization.
• Analytical, evaluative, and objective critical thinking skills.
• Working knowledge and understanding of processes of our operating systems.
• Ability to gather data, compile information, and prepare reports.
• Skill in organizing resources and establishing priorities.
• Some travel may be required for in-person business meetings.

Education and Experience:

• Proven work experience as a customer service manager or manager in related field
• Experience working with BPOs is strongly preferred.
• Experience creating and presenting executive presentations a plus.
• Bachelor's degree in business administration, Accounting, or related field preferred.
• Previous experience and knowledge in utilizing customer service software, systems, and tools.

Additional Eligibility Qualifications:

• Bilingual required (Spanish and English)
• Not currently on a disciplinary warning for attendance or performance.

WORK ENVIRONMENT & PHYSICAL DEMANDS

Employees are frequently required to sit, talk, and/or listen for long periods of time.

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