So what does a Senior Client Services Manager really 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 it’s time to imagine what it’s like being a Senior Client Services Manager.
Imagine yourself going to work with one thing on your mind: that every campaign is different, challenging, and ultimately rewarding as you monitor your team’s growth. In addition to client success, 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 company’s annual revenue goals of 100% revenue growth year after year.
As a Senior Client Services Manager , you will manage with autonomy one strategic campaign and up to three non-strategic accounts, both new and existing, through the client lifecycle under the guidance of a Director or Senior Director and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams’ performance. In terms of client management, you will also conduct weekly/monthly/quarterly business reviews.
You will also report the progress/activities to/from clients and facilitates communication between internal teams regarding client needs. You will conduct face-to-face meetings with clients, wherever they are, to effectively manage the accounts with an ultimate aim of becoming a trusted partner for clients. 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/stakeholders. You will also professionally present to groups and 1/1 and hosts engaging client visits. 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 team’s 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 strategize with clients to 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 provides solutions that allow for innovation and change. You will brainstorm with management/peers for best practices. You will also continuously drive performance enhancement and drives real value initiatives for clients.
So, do you have what it takes to become a Senior Client Services Manager?
So, what is it we’re looking for? Well, since this is a senior manager role you need to have at least 3 years experience in a consulting and/or account manager role. At least 3 years experience in managing customer care, call centers, and/or back office operations is preferred. At least 3 years experience in start-ups or high growth companies is also preferred.
Also, you have at least a Fintech or Financial Services background.
What else? Well, we need someone driven to self-improve and extend spheres of knowledge and influence. You need to be practical and action-oriented, you need to have the ability to sell and 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 our client’s offices through the San Francisco Bay area, and our offices in Santa Monica, CA (TaskUS HQ), the Philippines, (soon) New York City and (soon) Latin America.
Now let’s 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, Salesforce Service Cloud, and Quantitative Modeling. We also need someone with experience with other CRM, customer service technology and cloud-hosted telephony is a plus. Lastly, we need someone with interest in how new technologies and businesses are changing the face of work.
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 world’s 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.