Senior Client Experience Manager

7 months ago

Cape Town, South Africa Boldr Full time

A LITTLE BIT ABOUT Boldr
- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
- We are a global team, united by our desire to connect diverse people with common values for bolder impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

We’re looking for an experienced manager who is, hard-working, dedicated team member to jump in and support our key client partnerships by supporting performance and management.

In this role, you are responsible for maintaining and nurturing Boldr’s key Client relationships as well as supporting the development of Boldr’s Client Experience Managers through mentorship and empowerment. You will act as a business owner taking full accountability for the success of your Client and teams, ensuring they are fully equipped to meet our commitments to our Clients and doing so with the highest level of quality.

You will help foster a healthy working environment for our team members by working with other functions and internal stakeholders (such as People Experience and Operations). You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and comfortable with the management of global teams on a daily basis. You will be responsible for day-to-day Client communication, performance reporting, training, and escalation management. Having an eye for details will be important as you’ll be maintaining all Client Success tools and procedures.

WHAT WILL YOU DO

Processes
- Develop and maintain an authentic relationship with Gold & Platinum level Clients and internal stakeholders.
- Execute reviews of our operational performance with Client stakeholders and Boldr leadership when needed.
- Work seamlessly with the Head of eCommerce to ensure service excellence and development amongst the eCommerce Strategic Business Unit partnerships.
- Communicate and resolve complex inquiries and concerns in an objective, valid, complete, and timely manner.
- Help plan and review MSA’s and SLA’s created by the CX and contracts teams.
- Manage and support various levels of CX leadership and monitor compliance against SLAs and achievement of Client KPIs.
- Partner with leadership to ensure documentation is constantly updated, and identification of process improvements are sourced with the Team Captains and their teams.
- Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
- Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business opportunities.
- Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
- Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.

People Management
- Supervise and develop Client Experience Managers through guidance, observation, and performance management activities.
- Join the Client Experience Managers on calls with the Client, team huddles, or coaching sessions where needed to stay updated with all Client and team developments.
- Work closely with the Head of eCommerce to identify any challenges or opportunities amongst your partnerships or leadership.
- Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
- Establish, promote, and maintain the Boldr culture within the organization.
- Understand team member career growth aspirations to enable matching Boldr’s needs with team member abilities.
- Act as the escalation point for the Client Experience Managers and your direct Team Captains.
- Responsible for upholding our organization’s values throughout the workplace.
- Monitor achievement of internal and external KPI’s and ensure Operational Excellence.
- Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.
- Act as a change agent, supporting the successful implementation of company-wide policies, procedures, and tools.

Tools, Administration, and Reporting
- Familiarity with Google Suite of Services is a must for this role.
- Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
- Experience with Hubspot is a plus.
- Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations), collect feedback, and drive necessary act

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