DemandLane - Client Service Manager - Service Delivery

US BPO - Client Service Manager/Service Delivery Manager

Role Overview:

As a Client Services Manager, you will play a critical role in ensuring the satisfaction and success of our valued clients, who are primarily law firms in the United States. Your primary responsibilities will encompass various aspects of Account Ownership and Responsibility in the areas of Trafficking, Intake Approval, Return Management, Strategy, On boarding, Feedback & Surveys, and Team Management.

Key Responsibilities:

- Set goals for weekly lead delivery volume and quality, aligned with client expectations.

- Implement trafficking rules to meet targets based on volume forecasts.

- Execute testing on CRM systems, report issues, and collaborate with the development team for resolution.

- Oversee drive efficient intakes approval process

- Own the intake return management process. This includes setting client expectations, reporting and identifying areas to reduce returns, internal team collaboration

- Identify areas for improving client engagement based on feedback. Design processes to increase NPS (Net Promoter Score).

- Manage the ticketing system and work on continuous process improvement.

- Ensure a smooth post-on boarding experience for clients.

- Collaborate with clients to ensure comprehensive coverage of cases, necessary documents, and required fields.

- Coordinate intake tests post-integration, ensuring all client needs are met.

- Lead and manage a team of client service representatives.

- Provide coaching, mentorship, and training to enhance team skills. Foster a positive work environment and promote teamwork.

Qualifications:

- Bachelor's degree in Business, Marketing, or a related field (Master's degree preferred).

- Proven experience in client service management, account management, or a similar role, ideally in the legal or lead generation industry.

- Strong understanding of the US market is a must. US legal market and mass tort lead generation processes is a plus.

- Excellent communication and interpersonal skills.

- Analytical mindset with the ability to interpret data and draw insights.

- Exceptional problem-solving skills and a proactive attitude.

- Strong organizational and time management abilities.

- Ability to work independently in a remote setting and willingness to work during US timings