Client Customer Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the representative of Customer Service for your client portfolio, collaborating with senior stakeholders to comprehend challenges, pinpoint opportunities, and implement solutions that enhance both customer and business outcomes.

• Develop customer experience strategies, fostering service enhancements to ensure clients view Evri as a reliable and proactive partner.

• Establish and maintain relationships with senior-level key client stakeholders.

• Lead discussions regarding customer service during service reviews, quarterly business assessments, and strategic meetings with clients.

• Present insights on performance, analyze trends, and offer recommendations for improvement.

• Create customer service and experience strategies that are customized to meet client requirements.

• Reduce avoidable customer contacts through analytical data review and targeted action plans.

• Discover opportunities to enhance customer journeys, boost self-service adoption, and improve service performance.

• Collaborate with Client Development teams to aid retention, growth, and service enhancement initiatives.

• Work in close partnership with Operations, Customer Experience, Commercial, Product, and Technology teams to provide client-oriented solutions.

• Mentor and support the Client CS Support Manager, fostering a culture of ongoing improvement and customer excellence.

⛳️ Requirements

• Proven experience in managing client relationships within a customer service, customer experience, or contact center context.

• Strong grasp of contact center operations and service performance metrics.

• Exceptional skills in stakeholder management and relationship building.

• A data-oriented approach capable of converting insights into actionable strategies.

• Outstanding presentation and communication abilities, with the confidence to engage with senior stakeholders.

• Capacity to influence, challenge, and collaborate effectively at all levels.

• A proactive, solution-oriented mindset coupled with a dedication to continuous improvement.

• Leadership experience with a focus on nurturing the development of others.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness programs.

• Flexible work arrangements and a supportive work environment.