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Global Client Success Manager

3 weeks ago

Randburg, Gauteng, South Africa Acca Careers Full time

We never ask for payment as part of our selection process, and we always contact candidates via our corporate accounts and platforms. We're committed to finding the right talent for our team.

About TMF Group

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. Our global presence allows us to offer diverse career opportunities.

As a global company with 12,000+ colleagues based in over 80 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people.

Once on board we nurture and promote talented individuals, making sure that senior positions are open to all.

Discover the Role

As a Senior Client Service Manager, you'll take the lead in delivering exceptional service to our global clients, managing a portfolio of accounts, and overseeing client contracts. Your mission is to protect and grow revenue, ensuring performance meets KPIs, handling change requests, and resolving escalations.

  • Key Responsibilities:
  1. Client Liaison: Serve as the primary point of contact for allocated global clients, building strong relationships and ensuring seamless communication across functional teams to deliver exceptional service.
  2. Contract Management: Take ownership of client contracts, ensuring relevance in scope, pricing, and delivery models. Lead annual reviews, proactively identify renewal opportunities, and ensure operational readiness for the year ahead.
  3. Service Delivery Ownership: Oversee the end-to-end service and project delivery, ensuring compliance with SLAs. Collaborate with Account Directors to identify potential risks and growth opportunities.
  4. Escalation Management: Lead the resolution of client escalations and delivery issues, working with local teams to develop corrective action plans and ensure timely resolution.
  5. Change Management: Manage the Change Request process, ensuring any contractual or pricing changes are agreed, implemented, and documented effectively.
  6. Financial Oversight: Partner with Finance to monitor debtor days, address any delays in payment, and resolve outstanding issues.
  7. Client Satisfaction: Drive initiatives based on client feedback to enhance satisfaction. Develop and maintain a Client Service Plan, implementing actionable improvements.
  8. Performance Reviews: Lead regular service reviews with clients to present performance data, identify areas for improvement, and showcase results.
  9. Internal Collaboration: Conduct internal service reviews with local offices, identifying performance gaps and implementing continuous improvement strategies.