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1 Jul 2021
Full-Time Client Services Manager
Job Description
The Opportunity
Enshored is seeking a Client Services Manager (CSM) to support industry disruptive E-commerce, TravelTech, Fintech, SaaS Marketplace, Social Media Network, and HealthTech start-ups. By acting as a liaison between the Clients and Enshored, the CSM will support Clients to understand the full potential of our partnership. The CSM collaborates internally with faced-paced workgroups to improve client support initiatives and enhance client satisfaction. The CMS delivers outstanding service while encouraging organic growth through value-driven solutions based on data analytics. The CSM partners with stakeholders at all levels of operation, right up to C-level, to create process excellence for both the Client and Enshored.
The Responsibilities
- Understand and document the client’s success criteria to build a clear Scope of Development. As the client’s needs evolve, you will refine the client’s success criteria and scope.
- Manage new and existing partnerships through the entire client journey and ensure that all metrics/SLAs are met, and all clients are highly satisfied with the team’s performance through weekly/monthly/quarterly business reviews.
- Collaborate with all levels of the organization to respond to Client escalations, develop best practices, and connect clients with cross-functional workgroups to further client success and Enshored’s evolution as a BPO leader.
- Maintain deep knowledge of our Clients’ short and long-term goals to drive Scaling initiative and ensure Client stakeholders realize the full value of Enshored for current and future lines of business.
- Identify and mitigate risk while providing actionable feedback internally and externally that promotes improvement and innovation.
- Strategize, develop, and implement Client Success initiatives to gather feedback and enhance value across all Enshored Clients.
- Serve as a Brand Champion for all client-facing resources.
- Assist Sales and Marketing efforts via the development of case studies as well as Accounting with billing verification and support.
- Participate in new hire recruitment, training, and continuing education as needed.
- 5-10% travel to client sites, industry events, other Enshored offices, and professional development opportunities.
The Ideal Candidate
- You lead by example. You have over five years of managerial experience in a fast-paced or startup environment. You are not afraid to roll up your sleeves and get the job done. You provide constructive feedback and proactively offer solutions based on successful standard operating procedures and forward-thinking ideas.
- You understand optics. You know impact can outweigh intention. Your attention to detail is applied to visual, verbal, and written communication in order to maintain a stellar brand reputation for both Enshored and our Clients.
- You are proficient in the tools needed to manage Clients. You can effortlessly move between G-Suite and Microsoft applications to create professional proposals, reports, and presentations. You understand how to maximize CRM tools and project management applications to meet deadlines and stay highly organized.
- You demonstrate grit. You never give up. You don’t always know the answer, but you don’t give up until you crack it. Sticking at it makes you stronger.
- You have curiosity. You want to know your clients and colleagues, what makes them tick, and what it will take to help them grow.
- You love learning. You know learning is the key to mobility, growth, and transformation. It’s a commitment. You are committed.
- You show grace. You have unconditional love and empathy for your fellow man. You know that without love, this world is merely a transactional scorecard of winners and losers. You don’t want to reinforce that operating system. You drive a paradigm shift to an infinite mindset where you start from knowing that there is plenty to go around.
- You are honest but sincere. You are true to yourself, open, trustworthy, and truthful. You value tact, diplomacy, and compassion when delivering the truth. You know sincerity provides depth to honesty.
- You have integrity. You stand up for what you believe is right and live by your highest values.
The Benefits
- Competitive salary and bonuses
- Medical, dental, and vision health plans
- Life insurance
- 401K
- Paid parental leave
- Flexible PTO
- Cell phone reimbursement
- Casual office atmosphere with work-from-anywhere flexibility
- Ongoing education and training through our Empowerment Department as well as a yearly professional development stipend.
- Company-sponsored events & team-building experiences
The Company
Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers, and emerging economies. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. Bring us your disruptive start-up, and we will bring you the people, the framework, the mindset, and the track record to power your growth. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place. At Enshored, this means we support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. Instead, we provide the environment, tools, and support system to thrive. Enshored has locations in the Philippines, Portugal, Malaysia, and Head Quarters in Long Beach, California. We are consistently recognized as a top leader in business by Inc. 5000, Clutch, Comparably, and The Financial Times.
How to Apply
APPLICATION Please submit a resume, cover letter, and 2 professional references.250 total views, 0 today