Client Services Manager
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*OPEN TO REMOTE WORK ARRANGEMENTS

*2 Openings: for Technology Vertical (SaaS/FinTech)

Company Overview

As the fastest growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

What does this mean?

We are more than just an outsourced contact center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest growing private companies in the US, one of the fastest growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

 

Main Duties and Key Responsibilities:

In this role you are an individual contributor with primary responsibility for a set of accounts within an industry vertical(s).  You own the client relationship, contract renewals, and upsell/cross sell opportunities.  You will identify ways to assist our clients with improving their customer experience program through new channels, technology, and/or offering additional services.  

Client Relationship:

  • Conduct weekly/monthly/quarterly business reviews
  • Be a client advocate for the clients needs
  • Proactively identify and communicate, both externally and internally, the clients needs from a KPI and reporting perspective
  • Retaining and growing our base business by developing C-suite and Sr. Leader client relationships across our client accounts and driving significant sources of incremental revenue and new opportunity development
  • Developing strong cross-functional relationships to resolve end-to- end operational issues and bringing the global team together to collectively own the end-to-end customer experience for your individual clients

Financial Management:

  • Drives increases in Annual Recurring Revenue, Monthly Recurring Revenue, Total Contract Value, and Gross Margin for assigned industry verticals
  • Ability to understand client growth needs to increase headcount, expand into new lines of business, and increase customer lifetime value 
  • Lead contract renewal negotiations and price increases throughout the lifecycle of the contract

Communication:

  • Presents feedback to stakeholders, articulates the customer's needs to internal business teams and drive strategic decisions
  • Serves as the voice of the customer and subject matter expert within SupportNinja
  • Able to influence people across geographic boundaries 
  • Provides actionable feedback for improvement/course correction internally and externally 
  • Comfortable influencing across teams/stakeholders 
  • Professionally presents individually or to groups and hosts engaging client visits/Zoom meetings

Strategic Management:

  • Identifying new markets and business opportunities
  • Developing and executing strategic projects, initiatives and programs and/or leading end-to-end cross-functional process improvement initiatives
  • Strategizes with clients to ID opportunities for growth. Identifies risks and provides solutions that allow for innovation and change. Brainstorms with management/peers for best practices
  • Continuously drives performance enhancement and drives real value initiatives for clients and stakeholders

Required Experience:

  • 5+ years relevant work experience in a client-facing client services or account management role; or
  • 3+ years relevant work experience in customer experience consulting
  • 3+ years Remote Work Experience (prior to 2020)
  • Must have prior contact center experience specifically in a BPO environment

 

Desired Skills/Experience:

  • Strong familiarity with contract terms--MSA’s, SOW’s, and Amendments are your key strengths
  • Ability to speak to contact center related KPIs/SLAs and guide decision making for new team SLAs
  • Certified Customer Experience Professional (CCXP) or other customer experience related certification
  • Multi-lingual not required, but an added benefit as we are cross geographical! (Some desired languages: Mandarin, French, Spanish, and Tagalong)
  • Proven track record in delivering great value to your clients
  • Self-motivated, proactive team player
  • Strong communication and interpersonal skills
  • Diplomacy, tact, and poise when working through client issues and escalations