Senior Client Services Manager

Senior Client Services Manager

3-6 years
Not Specified

Job Description

TaskUs is the fastest growing tech-enabled business services company in the world. We exist to provide ridiculously innovative customer support,AI operations, and content security to the worlds most disruptive companies.We believe our Frontline employees come first, always. At TaskUs, leaders eat lastin other words, we expect you to put your line of direct reports before yourself. We think in terms of #FrontlineFirst because we know good ideas can come from anyone at anytime. Thats probably why were ranked 40th on Glassdoors 2019 100 Best Places to Work list.A special place requires special people. Qualified candidates have a sense of humility, an adventurous spirit, and a relentless work ethic. If you are looking for more than the standard 9 to 5, youve found it.We exist to make the worlds best companies better. We aim to have fun while doing it.So what does aSr.ClientServicesManagerreally do Think of yourself as someone who will be supporting today's fastest growing companies to scale their domestic and international operations, so not just anyone is qualified for this position.
We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch.
So come on, now we need your full concentration because its time to imagine what its like being a Sr.ClientServicesManager.
Imagine yourself going to work with one thing on your mind:that every campaign is different, challenging, and ultimately rewarding as you monitor your teams growth. In addition toclientsuccess, you will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives.As you tackle your new tasks for the day, you know that it will lead to one thing:you will impact and witness first hand the companys annual revenue goals of 100% revenue growth year after year.
As aSr.ClientServicesManager,you will manage with autonomy one strategic campaign and up to three non-strategic accounts, both new and existing, through theclientlifecycle under the guidance of a Director or Senior Director and ensure that all campaign metrics/SLAs are met and allclientsare highly satisfied with the teams performance. In terms ofclientmanagement, you will also conduct weekly/monthly/quarterly business reviews. You will also report the progress/activities to/fromclientsand facilitate communication between internal teams regardingclientneeds. You will conduct face-to-face meetings withclients, wherever they are, to effectively manage the accounts with an ultimate aim of becoming a trusted partner forclients. With this, you need to understand their needs, desires and what is important for them to succeed. In terms of financial management, you should achieve annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance. You need to grow headcount, revenue and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract. In terms of communication, you need to be able to charm and influence people across the world. You will also provide actionable feedback for improvement/course correction internally and externally. You must also be comfortable in influencing across teams and stakeholders. You will also professionally present to individuals, groups, and hosts engagingclientvisits. In terms of operational management, you will demonstrate an attitude where they roll-up their sleeves and handle issues that arise. You will also achieve the expectations of the teams contribution to the contractual KPIs for each account. You will also reach the Customer Satisfaction Score of 8+. You will be responsible for administration of internal/external reporting requirements. Lastly, in terms of strategic management, you will strategise withclientsto ID opportunities for growth. You will lead the internal team to ensure we have focus on long and short-term objectives. You will identify risks and provide solutions that allow for innovation and change. You will brainstorm with management/peers for best practices. You will also continuously drive performance enhancement and real value initiatives forclients.
So, do you have what it takes to become a Sr.ClientServicesManager
So, what is it were looking for Well, since this is a senior manager role you need to haveat least 3 yearsexperience in a consulting and/or account management.At least 3 yearsexperience in managing customer care, call center, and/or back office operations is preferred. Also,at least 3 yearsexperience in start-ups or high growth companies is also preferred.
What else Well, we need someone driven to self-improvement and extend spheres of knowledge and influence. You need to be practical and action-oriented. You need to have the ability to sell and to be persistent and aggressive. You also need to be able to inspire and persuade people. You must be willing to work long, hard hours, and on weekends. You must be able to commit up to 30% of the year traveling to ourclients offices through the San Francisco Bay area, and our offices in Santa Monica, CA (TaskUS HQ), the Philippines, New York City (soon) and Latin America (soon).
Now lets get technical. You need to have experience in managing international teams. We need someone who has hands-on experience with process improvement and project management, intermediate to advanced knowledge of Excel, Zendesk, Salesforce CRM, SalesforceServiceCloud, and Quantitative Modelling. We also need someone with experience in other CRM, customerservicetechnologies and cloud-hosted telephony. Lastly, we need someone interested in how new technologies and businesses are changing the face of work.
About Us
We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.
TaskUs partners with the worlds most innovative and disruptive brands to protect what matters most and to thrive in an ever changing world.
TaskUs currently has over 23,000 employees around the world with offices across the United States, the Philippines, India, Taiwan, Mexico, Greece, and Ireland.
TaskUs is an equal opportunity employer.

About TaskUs

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