Equus Software

Client Services Manager

Equus Software

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Ensure that clients receive a seamless, high-touch, white-glove service that aligns with GX’s brand promises.
  • Be the central point of contact for clients, driving the client experience by coordinating with various internal departments, including Employee Onboarding, Offboarding, and Experience teams.
  • Ensure client satisfaction, retention, and expansion through efficient service delivery and proactive relationship management.

Requirements

  • Ensure the successful onboarding of assigned new clients by conducting presentations and adhering to our established processes and procedures to achieve full completion of their onboarding
  • Own the client relationship and service. Develop and maintain strong, long-lasting relationships with clients, acting as their primary point of contact.
  • Understand clients' business objectives and needs to offer tailored EOR solutions.
  • Conduct regular check-ins and quarterly business reviews to discuss performance, gather feedback, and identify areas for improvement.
  • Oversee and coordinate Employee Onboarding, Ongoing Service and Offboarding teams to ensure clients receive consistent, high-quality service.
  • Implement and monitor SLAs (Service Level Agreements) to ensure that all service interactions meet the defined response and resolution times.
  • Facilitate smooth onboarding processes for new employees by working closely with the Employee Onboarding team, ensuring compliance with local regulations and client requirements.
  • Oversee the employee offboarding process to ensure it is conducted with professionalism, preserving positive relationships and adhering to all pertinent legal obligations.
  • Bridge communications between clients and internal departments, ensuring transparency and clarity.
  • Prepare and present regular service performance reports, including metrics such as employee satisfaction, onboarding/offboarding timelines, and issue resolution rates.
  • Keep clients informed about new services, compliance updates, and any changes that may impact their business.
  • Proactively identify potential issues and work with relevant teams to resolve them quickly and effectively.
  • Efficiently resolve client issues, ensuring that all concerns are addressed in line with our company SLAs.
  • Use data from client interactions and feedback to identify trends and recommend process improvements.
  • Identify opportunities to expand services within client accounts, working closely with the Sales team to convert these opportunities.
  • Develop and implement client expansion strategies, ensuring that clients are aware of the full range of EOR services available.
  • Track and report client expansion metrics, such as additional services adopted and employee growth.
  • Collaborate with clients to understand their future hiring needs and provide strategic advice on how to scale operations effectively through EOR services.
  • Prepare and present the Quarterly Business Review with your Clients, ensuring all actions and outcomes are clearly summarised and completed.
  • Work with internal teams to align service delivery with client business goals, ensuring that our services are positioned to support client success.
  • Stay informed about industry trends and regulatory changes that may impact clients, offering proactive solutions and advice.
Applicant Tracking System Keywords

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

Hard Skills & Tools
onboardingoffboardingservice deliveryrelationship managementSLA monitoringdata analysisperformance reportingclient expansion strategiescompliance managementissue resolution
Soft Skills
communicationclient relationship managementproactive problem solvingpresentation skillscollaborationorganizational skillsstrategic thinkingcustomer servicefeedback gatheringtransparency