Client Services Manager
Doxim
full-time
Posted on:
Location Type: Hybrid
Location: Indianapolis • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $70,000 per year
Job Level
JuniorMid-Level
About the role
- Oversee every aspect of the client experience
- Work with the initial project team that creates and implements a new account
- Monitor and oversee a client’s services
- Accurate and timely processing of monthly invoices if applicable
- Support customers directly as well as engaging technical resources to assist with technical/complex issues
- Partner with clients ensuring business objectives are met with the goal of increasing revenue & profit, retaining the client’s current business, and introducing new products and services
- Manage overall client relationship; Build strong rapport with client and client’s team
- Introduce initiatives and solutions that grow the client’s revenue and profit
- Provide governance for contract adherence
- Set expectations and deliver results accordingly
- Instill strong business ethics and sense of urgency in a matrixed business environment
- Work collaboratively across all departments
- Partner with our Project Management Team on implementation of projects through closure and ensure client receives appropriate communication once completed
- Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
- Work closely with clients and peers to understand and anticipate their needs
- Think through and solve complex problems; proactively provide mitigation for future problems
- Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes
- Stay informed of current industry best practices; working with clients and internal cross-functional teams to apply best practices where appropriate
- Demonstrate innovative thinking and strong problem-solving skills
- Serve as client advocate within the company as well as company advocate to client
- Must be able to fully set up customer information in the appropriate sites
- Must be able to learn several CRM Tools that assist with customer requests
Requirements
- Minimum of 2 years’ experience using a case management system (Salesforce is preferred)
- Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment
- Strong demonstrated oversight for handling complex client issues
- 3PL is highly preferred working with premium brands
- Background with Continuous Improvement and Project Management is recommended
- Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook
- Strong written communication skills
- Comfortable and effective verbal communication
- Critical thinking/problem solving abilities
- Desire to take care of the client, even if it requires extra work
- Drive to improve and succeed
- Enjoys making personal connections with the clients
- Provides feedback and ideas for process and/or workflow improvement
- Aware of when to escalate an issue
- Highly organized
- Attention to detail
- Consistently accurate output
- Dependable
- Ability to multitask successfully
- Team player
- Ability to prioritize based upon workload
- Respects and utilizes the processes in place
- Thorough documentation and execution of tasks
- Successful time management
Benefits
- Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.
- Employee may also be required to do moderate lifting no more than 20 lbs.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
case management systemSalesforcecustomer serviceSaaSContinuous ImprovementProject ManagementWordExcelPowerPointOutlook
Soft skills
strong written communicationverbal communicationcritical thinkingproblem solvingclient caredrive to improvepersonal connectionshighly organizedattention to detailtime management