Job type full-time number of hires for this role 2
Full job description
Remote client services manager
*this is a remote, work-at-home positionCandidates must be us-based*
Vxi global solutions is a leading provider of business process and information technology outsourcing offering comprehensive services to its clientsOur company specializes in call center and bpo services, software development, quality assurance testing, and infrastructure outsourcingHeadquartered in the united states, vxi employs 23,000 people around the world including locations in china and the philippinesWe are seeking a dynamic client services manager for our youngstown site.
At vxi, we are guided by our values of excellence, integrity, teamwork, agility and inventiveness.
Excellence: be the best in what we doProvide the best product and the most innovative solutions to our customersStrive for excellenceHire and develop the best.
Integrity: say what needs to be said with respectTell the truthMaintain honesty in every partnershipBe prepared for full disclosureManage expectations realisticallyPractice personal and collective accountability.
Teamwork: agree on a shared vision and work together for a common goalTreat each co-worker as a customerValue and recognize diversitySupport and encourage communicationLearn from experiencesReinforce ideas positivelyChallenge each other professionallyProvide structure and leadershipRespect each otherPractice personal and collective accountability
The client services manager must effectively facilitate, coordinate and manage the development and implementation of the client program acting as the primary contact for the client and all interacting internal developmentIn addition, the csm will coordinate, monitor and track deliverables to ensure exemplary service to the client company
Build strategic partnerships with clients to support customer needsManages client relationships by functioning as an extension of the client’s business team.
Manage contract administration for client relationships.
Develop a strategy and manage an action plan to allow for 10 to 20% annual organic growth.
Coordinate/balance resources across functional departments to meet client specifications and internal financial goals (departments including: it, hr, training and quality, operations, mis, finance and legal).
Conduct monthly and quarterly business review sessions with clients.
Understand business requirements and customize the program set-up features to the client`s specifications and target kpi`s (key performance indicators).
Manage client expectations.
Coordinate corporate resources and services to meet client program objectives and kpi`s.
Identify and communicate processes to continually enhance the quality of services to clients as well as improvements to productivity and business/client financial goals.
Provide consultative support to assist client in meeting business goals while offering solutions to enhance client performance and expand the services provided by vxi.
Excellent interpersonal, communication (written and oral), and organizational skills.
Ability to manage numerous programs requiring extreme attention to detailFlexibility and versatility in problem analysis and resolution.
Ability to adapt with great efficiency in a dynamic environment.
Prefer 7-10 years in teleservices operations environment with a minimum of 3 years in project management/client management.
Prefer 3 years in managing program financials in an outsourced environment or equivalent p&l management experience.
Strongly prefer applicant have experience working in a call center/bpo environment.
Job type: full-time
Job type: full-time
Paid time off
Monday to friday
Teleservices operations: 5 years (preferred)
Call center/bpo environment: 1 year (preferred)