Boldr

Client Experience Manager

Boldr

full-time

Posted on:

Location Type: Hybrid

Location: Merida • Mexico

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About the role

  • Develop and maintain an authentic relationship with all the Client and internal stakeholders.
  • Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
  • Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
  • Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
  • Create and manage Client contracts such as MSAs and SLAs.
  • Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
  • Root cause analysis, planning and execution to ensure KPIs are met.
  • Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
  • Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
  • Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities.
  • Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
  • Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.
  • Supervise and develop Team Captains through guidance, observation, and performance management activities.
  • As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.
  • Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.

Requirements

  • 3+ years in a Client facing role (Ops manager)
  • 3+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries.
  • 3+ years people management experience.
  • Manipulate Excel or Google Sheets and will be helpful with the reporting work you’ll be responsible for.
  • Create dashboard and provide visibility to stakeholders
  • Identify root causes, design and execute action plans
  • Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
  • Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
  • Read, research, and draft letters, emails, and documents.
  • Identify complex problems and review related information to develop and evaluate options and implement solutions.
  • Speaking in a public setting and delivering presentations to individuals and groups.
  • Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.
Benefits
  • Private Health Insurance
  • Paid Time Off
  • Training & Development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ExcelGoogle Sheetsroot cause analysisreportingdashboard creationaction plan designperformance managementcontract managementKPI monitoringbusiness growth opportunity identification
Soft Skills
communicationlisteningproblem-solvingteam managementrelationship buildingfeedback provisionpublic speakingpresentation skillsadaptabilityconflict resolution