Client Services Manager (Remote) Role Summary: The Client Services Manager is responsible for overseeing and managing various aspects of client service and delivery, ensuring high-quality service, and meeting client expectations. This role involves multiple areas of responsibility, including trafficking, CRM criteria testing, intake approval, return management, Campaign Onboarding, Feedback collection & Surveys and team management. The Service Delivery Manager will play a critical role in optimizing client engagement, improving processes, and ensuring efficient and effective service delivery. Key Responsibilities: Trafficking: - Set weekly delivery goals and ensure alignment with the client. - Forecast by campaign and allocate resources accordingly. - Implement trafficking rules to meet delivery targets. - Implement processes and procedures for efficient service delivery. - Project management and quality assurance. CRM Criteria Testing: - Execute testing on CRM and report bugs or issues. - Collaborate with the development team to resolve issues. Return Management: - Track return rates and identify trends. - Work with clients to resolve issues leading to returns. - Complete internal investigations and prepare required information for clients. - Collaborate with cross-functional teams for effective service delivery. Client/Campaign Onboarding: - Gather requirements from clients for onboarding. - Ensure all requirements are met, and documentation is in place. - Coordinate intake tests post-integration. - Coordinate with all the stakeholders to ensure smooth onboarding of clients/campaigns. Feedback & Surveys: - Track NPS for clients and process improvement through feedback surveys. - Conduct C-SAT surveys to measure client satisfaction. - Share feedback results with stakeholders. Team Management: - Lead and manage a team of client service representatives. - Provide coaching, mentorship, and training to enhance team skills. - Set performance goals, monitor metrics, and provide feedback. - Foster a positive work environment and promote teamwork. Qualifications: - Bachelor's/PG degree in a related field (Business, Management, or equivalent). - Experience of 4+ years of client services and engagement with US-based clients and their service delivery expectations is a MUST. - Proven experience in service delivery management or a related role. - Excellent communication and problem-solving skills. Proficiency in written and verbal communication in American English is essential - Strong analytical thinking and attention to detail. - Demonstrated ability to lead and manage teams effectively. Process improvement expertise. - Client relationship building and stakeholder management skills. - Proficiency in project management and CRM tools. - Adaptability and continuous improvement mindset. - Survey design and methodology knowledge (Good to have) Key Competencies: - Exposure to US market and client engagement. Clear and concise communication skills in - American English would be needed - Problem-Solving and Strategic Thinking - Analytical Thinking - Attention to Detail - Communication and Interpersonal Skills - Process Improvement and Project Management - Relationship Building Ownership: The Client Services Manager is responsible for the overall performance and successful execution of the tasks within the specified areas and is expected to collaborate with cross-functional teams as needed.

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DemandLane - Client Services Manager 

Job Description for DemandLane - Client Services Manager  in DEMANDLANE TECHNOLOGIES PRIVATE LIMITED in  Others for (4-8) years of experience. Apply Now!