Senior Client Services Manager

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Senior Client Services Manager

Apply locations Quezon City, Philippines Pampanga, Philippines Pasig City, Philippines Imus, Philippines Taguig City, Philippines time type Full time posted on Posted 2 Days Ago job requisition id R_2404_4742 About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally.Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. Senior Client Services Manager What does a Senior Client Services Manager do? Think of yourself as someone who will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives. Imagine yourself going to work with one thing on your mind: that you will constantly monitor your team’s growth. As you tackle your new tasks for the day, you know that it will lead to one thing: that you will impact and witness first-hand the company’s annual goal of 100% revenue growth year after year. As a Senior Client Services Manager , you will:

• Manage with autonomy one strategic campaigns and up to three non-strategic accounts, both new and existing, through the client lifecycle under the guidance of a Director or Senior Director
• Ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams’ performance.
• Client Management (30%)
  • Conducts weekly/monthly/quarterly business reviews.
  • Is the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs.
  • Conducts face-to-face meetings with clients, wherever they are, to effectively manage the accounts. With an ultimate aim of becoming a trusted partner for clients.
  • Understanding their needs, desires and what is important for them to succeed.
• Financial Management (25%)
  • Achieves annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance
  • Grows headcount, revenue and margins on accounts.
  • As needed, lead contract negotiations during the lifecycle of the contract.
• Communication (20%):
  • Able to charm and influence people across the world.
  • Provides actionable feedback for improvement/course correction internally and externally.
  • Comfortable influencing across teams/stakeholders.
  • Professionally presents to groups and 1/1 and hosts engaging client visits.
• Operational Management (15%)
  • Demonstrates an attitude where they roll-up-their-sleeves and handle issues that arise.
  • Achieves expectations for their team’s contribution to the Contractual KPIs for each account.
  • Reaches the Customer Satisfaction Score of 8+.
  • Responsible for administration of internal/external reporting requirements.
• Strategic Management (10%):
  • Strategizes with clients to ID opportunities for growth.
  • Leads internal team to ensure we have focus on long and short-term objectives.
  • 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.

Skills:

• Experience in managing international teams.
• Hands on experience with Process improvement and Project Management.
• Intermediate to advanced knowledge of Excel, Zendesk, Salesforce CRM, Salesforce Service Cloud and Quantitative modeling.
• Experience with other CRM, customer service technology and cloud hosted telephony is a plus.
• Interest in how new technologies and businesses are changing the face of work.

Do you have what it takes to become a Senior Client Services Manager ? Requirements (including, but not limited to): :

• 3+ years experience in a consulting and/or account management role.
• 3+ years experience in managing customer care, call centers and/or back office operations preferred.
• 3+ years experience in start-ups or high growth companies preferred.
• Driven to self improve and extend spheres of knowledge and influence.
• Practical and action oriented.
• Ability to sell and be persistent and aggressive.
• Must be able to inspire and persuade people.
• Willing to work long hard hours, weekends.
• Must be able to commit up to 30% of the year traveling to our client's offices through the San Francisco bay area, and our offices in Santa Monica, CA (TaskUS HQ), the Philippines, (soon) New York City and (soon) Latin America.
• Standing and sitting for sustained periods of time, at least 50%.
• Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

About TaskUs TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ride-sharing, Technology, FinTech and HealthTech. As of March 31, 2023, TaskUs had a worldwide headcount of approximately 47,700 people across 27 locations in 13 countries, including the United States, the Philippines and India. In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics and circumstances. Inclusive and equitable practices is our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodation in any part of the hiring process, please let us know. “Please take note that TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.”### How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs. DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know. We invite you to explore all TaskUs career opportunities and apply through the provided URL .

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Protecting You from Fraud

TaskUs is looking for ridiculously good talent, and we are excited that you are considering TaskUs for your next career step. In doing so, we take your security and safety very seriously to ensure as part of the hiring process. Here are a few things that are important to know about our company and recruiting process: You will never be asked for payment information or banking information during the application or interview process. We WILL NOT ask you for your national ID number (Social Security or Government ID) or date of birth when applying for a position with us Please be aware that scammers may try to take advantage of you by impersonating TaskUs or TaskUs employees in order to access money or personal information and offer false employment opportunities in our name. We have identified several clues to watch out for to help you identify and avoid recruiting scams: TaskUs will never ask for financial information of any kind or for payment of money during the job application process.We do not require any financial, credit card or bank account information and/or any payment of any kind in order to be considered for employment. If you are asked to pay for things like equipment fees, travel fees, or some other deposit or application-processing fee, even if claimed you will be reimbursed, this is not Us. It is a scam. TaskUs does not require personal information including Social Security Number, National ID, Government ID or date of birth as part of the application process. We may ask for basic contact information such as your email address, phone number, and/or home address to ensure we can contact you. If you were contacted by a third-party organization claiming to represent TaskUs or hiring on behalf of TaskUs, or if you were contacted in a chat room such as Google Hangouts, Freelancer.com or Telegram app, you should be careful in sharing any information. TaskUs official chat room is located on our Careers website ( taskus.wd1.myworkdayjobs.com/Careers ). This is the only chat room where you will find our recruiters. #J-18808-Ljbffr