We are seeking a Lead Client Service Manager to oversee the client services team and ensure the highest level of customer satisfaction. You will serve as a liaison between clients and internal teams, providing strategic leadership, direction, and support to ensure successful client relationships.
Strong leadership and team management skills.
Proven experience in client service or related roles.
Excellent communication and interpersonal skills.
Ability to handle high-pressure situations and provide effective resolutions.
Experience with CRM systems and data analysis.
Strong organizational and multitasking abilities.
Proficiency in financial reporting and invoice management.
Lead and mentor a team of Client Service Representatives to deliver exceptional service and ensure client satisfaction.
Develop and manage client relationships, providing ongoing support.
Handle escalated client situations.
Act as a key point of contact for high-profile clients, addressing their needs, concerns, and inquiries in a timely and professional manner.
Foster a customer-centric culture within the team by ensuring that clients’ expectations are exceeded.
Collaborate with cross-functional teams (sales, product, operations) to resolve client issues and deliver customized solutions.
Provide regular performance reports, analyze client feedback, and implement improvements based on client satisfaction surveys.
Conduct monthly team reviews.
Provide operational team support, run financial reports, and manage invoices.