Client Relationship Strategist

2 days ago

Cape Town, Western Cape, South Africa Nermai Solutions Full time

Nermai Solutions seeks an exceptional Client Relationship Strategist to join our team. As a key member of our operations department, you will play a vital role in managing client relationships, optimizing operational processes, and driving client satisfaction.

Job Overview

The ideal candidate will act as a point of contact between our clients and internal operations teams, ensuring smooth communication, effective problem resolution, and the successful delivery of services. You will be responsible for conducting research, analyzing client data, and formulating improvement strategies to drive business growth.

We are looking for a proactive, results-oriented professional with a passion for client service and operational excellence. If you have a proven track record in client operations, customer service management, and team leadership, we encourage you to apply.

Key Responsibilities:
  • Client Relationship Management: Act as a point of contact for clients, providing support for all operational and service-related matters.
  • Research & Analysis: Conduct research as needed to resolve client issues or improve processes. Analyze client data such as call centre metrics, including service statistics, and formulate improvement strategies.
  • Training & Documentation: Develop and write detailed training manuals, conduct on-site training for clients, and ensure teams are equipped with the knowledge and tools to perform their roles accurately.
  • Process and Procedure Development: Write processes and procedures for clients, including creating flow charts, to streamline operations and improve efficiency.
  • Client Satisfaction: Monitor client satisfaction through regular follow-ups and resolve any client issues or concerns. Work with the clients to understand their evolving needs and provide proactive solutions.
  • Scheduling & Meetings: Plan and schedule monthly or weekly meetings with clients to discuss performance, provide updates, and address any issues.
  • Client Strategy & Reporting: Work with our internal operations and client managers to prioritize projects and identify critical tasks. Formulate and execute strategies to address client needs. Provide daily, weekly, and monthly reports to internal management detailing client progress, results, and strategy implementation with timelines.
  • Recruitment Support: Assist with recruitment for clients as needed. Collaborate with the recruitment partner to ensure the best candidates are sourced and placed within client teams including assisting client management team to formulate strategies on employee motivation, retention and coaching.
  • Customer Service & Staff Management: Provide training on customer service excellence and staff management, ensuring compliance with relevant guidelines, policies, and processes.
  • Continuous Improvement: Analyze interdepartmental processes and suggest or implement improvements to optimize performance for clients. Coach applicable employees on route cause analyses and improvement planning.
Job Requirements:
  • Proven experience: 5+ years of experience in client operations, customer service management, team leadership, and recruitment.
  • Strong analytical skills: Strong analytical and problem-solving skills, with the ability to interpret client data and devise strategic solutions.
  • Excellent communication skills: Excellent communication skills (both written and verbal) and the ability to present complex information in a clear, concise manner.
  • Technical skills: Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and familiarity with client database programs.
Benefits:

Nermai Solutions offers a competitive salary of $90,000 - $110,000 per year, depending on experience, plus benefits and opportunities for professional growth.

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