Client Experience Manager

2 weeks ago

Cape Town, Western Cape, South Africa Boldr Full time
About the Role

We are seeking a highly skilled Client Experience Manager to join our team at Boldr. As a Client Experience Manager, you will be responsible for maintaining and nurturing our Client relationships, as well as developing and empowering our Team Captains to be successful in their role.

Key Responsibilities
  • Develop and maintain authentic relationships with Clients and internal stakeholders.
  • Act as a strategic advisor to Clients and internal stakeholders by managing key points of contact and updating key challenges and opportunities.
  • Execute daily and weekly reviews of operational performance with Client stakeholders and Boldr leadership.
  • Ability to work seamlessly with different departments, including Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations.
  • Communicate and resolve basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
  • Create and manage Client contracts, such as MSAs and SLAs.
  • Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
  • Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
  • 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.
Requirements
  • Bachelor's/College Degree of any related field you're passionate about.
  • 2+ years in a Client-facing role.
  • 2+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries.
  • 2+ years people management experience.
  • Manipulate Excel or Google Sheets, and Google Slides to be helpful with the reporting work you'll be responsible for.
  • Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
  • Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
  • Read, research, and draft letters, emails, and documents.
  • Identify complex problems and review related information to develop and evaluate options and implement solutions.
  • Speaking in a public setting and delivering presentations to individuals and groups.
  • Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.
What We'll Like About You
  • Curious and authentic, just like us #beboldr.
  • An analytical and critical thinker, with an eye for even the most minute of details.
  • Passionate about client satisfaction.
Benefits
  • Base salary + benefits.
  • Paid Time Off.
  • Training & Development.
  • Mental Health Support.
  • Global culture environment.

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