Eastwood, QC | Project Manager - BPO
دوام كامل
في Tech Mahindra
في
Philippines
نُشرت يوم May 8, 2024
تفاصيل الوظيفة
- Develop and maintain strong relationships with clients or stakeholders.
- Understand client needs and objectives to align our services and platform accordingly
- Serve as the primary point of contact for client communications
- Manage and oversee the delivery of projects or services
- Ensure projects are completed on time, within budget, and meet or exceed quality standards
- Have hands-on experience with project deployments, ensuring smooth transitions and successful implementations
- Coordinate with internal teams to ensure cohesive project execution
- Develop strategic plans to enhance client engagement and satisfaction
- Identify opportunities for growth and improvement of services or platform based on clients and users feedback
- Monitor and evaluate the performance of projects
- Provide regular reports and updates to both clients and internal stakeholders
- Address and resolve any issues or conflicts that arise with clients
- Implement solutions that align with both client needs and platform objectives
- Gather and utilize client feedback to inform continuous improvement of services
- Stay informed about industry trends and best practices
- 5+ years as a client/customer-facing project lead, managing teams and working directly with senior stakeholders
- Proven track record in project deployment, with the ability to manage complex projects from inception to completion
- Enjoys being a lead - from a day-to-day perspective, you’ll work in small teams with executive support and own end-to-end execution of high impact AI initiatives
- Has problem-solving, creativity, and technical skills to help organizations use their data to drive impact in the world
- Enjoys deriving insights from data analysis, AI models, and driving impact from them
- Values working in an environment where priorities quickly shift and evolve.
- Nice to have: Experience with or exposure to AI, early-stage Enterprise SaaS startups, manufacturing
- Take on a leadership role by formulating and executing strategic plans in line with company objectives
- Set and ensure the reach of relevant team KPIs to help maintain excellent performance
- Develop and execute data-driven strategies for high-quality after-sales support
- Provide live chat support and troubleshooting to clients in group chats, SMS, emails, etc.
- Address inquiries, concerns, and tech issues related to the POS system, hardware, and more
- Prioritize both speed and quality of responses while aiming for effective resolutions
- Handle phone calls when necessary to ensure comprehensive client support
- Act as a liaison between clients and our internal teams, effectively conveying client needs
- Collaborate with cross-functional teams to address and resolve client concerns
- Continuously improve template messages for efficiency and consistency
- Help create one-page guides, tutorial videos, and other materials to address common inquiries and enhance client self-service options
- Utilize client feedback to suggest improvements to our products and services
- Update trackers to maintain accurate records of client interactions, resolutions, as well as KPIs
- Disseminate product updates and important information in client group chats
- Assist in onboarding potential new accounts referred by existing clients or related contacts
- Identify upselling opportunities and contribute to customer expansion efforts
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