Doxim Inc.
Client Services Manager - Suwanee, GA (On-site)
Doxim Inc., Suwanee, Georgia, United States, 30174
Client Services Manager
Job Definition
In this role, you will oversee every aspect of the client experience, from being a part of the initial project team that creates and implements a new account, to the day‑to‑day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices. We enable our clients to profitably exceed customer expectations by taking on the complexity of their business and transforming it into a seamlessly orchestrated customer experience. To bring order to service orders, billing, payments, or customer care, your customers become ours.
This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently in a fast paced and potentially stressful environment.
Additional Responsibilities Include
Our Client Services Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit.
Client management
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
Oversee implementation of projects through closure and ensure client receives appropriate communication
Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
Strategic Responsibilities
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
Tactical Responsibilities
Interpret and understand KPI’s, contracts, and SLA’s
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 OPACS/ERP
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
This position is onsite in Suwanee, GA #J-18808-Ljbffr
In this role, you will oversee every aspect of the client experience, from being a part of the initial project team that creates and implements a new account, to the day‑to‑day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices. We enable our clients to profitably exceed customer expectations by taking on the complexity of their business and transforming it into a seamlessly orchestrated customer experience. To bring order to service orders, billing, payments, or customer care, your customers become ours.
This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently in a fast paced and potentially stressful environment.
Additional Responsibilities Include
Our Client Services Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit.
Client management
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
Oversee implementation of projects through closure and ensure client receives appropriate communication
Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
Strategic Responsibilities
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
Tactical Responsibilities
Interpret and understand KPI’s, contracts, and SLA’s
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 OPACS/ERP
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
This position is onsite in Suwanee, GA #J-18808-Ljbffr