About the Role
We are seeking an experienced and strategic Client Service Manager to work closely with our client who is a B2B e-commerce start-up. You will manage a team of 5 offshore service desk members and drive exceptional client satisfaction. The purpose of the role is to bridge the gap between their clients and internal teams, by delivering insights, advocate for client needs, and ensure smooth service operations. Your contributions will play a key role in fostering trust, up-selling innovative features, and enhancing overall client experiences.
Key Responsibilities
- Oversee and mentor an offshore team of service desk specialists, ensuring top-notch service delivery and adherence to KPIs.
- Act as the primary point of contact for client escalations, fostering strong and positive relationships.
- Analyse and provide detailed reports on client service metrics, such as ticket volumes, issue types, and resolution times.
- Conduct workshops and strategic discussions with clients to address service issues and identify improvement opportunities.
- Collaborate with internal teams to relay client feedback and implement system updates or feature enhancements.
- Proactively identify opportunities to up-sell new features or services to clients, adding value to their experience.
- Ensure timely communication of updates, system changes, and relevant information to clients.
Requirements
- Proven experience in a leadership role, worked closely with service desk teams, within a vendor and SaaS environment.
- Strong background in client relationship management, with the ability to conduct workshops and address issues based on logged tickets.
- Exceptional people management skills, with experience mentoring and developing team members.
- Analytical mindset with the ability to interpret service metrics and use them to drive improvements.
- Excellent communication and interpersonal skills to effectively engage with clients and stakeholders.
- A deep understanding of SaaS platforms and B2B client service models.
At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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