What are the responsibilities and job description for the Client Services Senior Manager position at Quick Holdings?
Full-time
Description
The Client Services Account Manager (CSAM) will provide strategic client oversight with a mission to drive sustained long-term growth by building meaningful client relationships. The CSAM will drive revenue expansion by identifying upsell opportunities as well as operational gaps to drive process improvement and client satisfaction. A successful CSAM understands all products and services provided by QuickBox, manages client expectations and coordinates activities both internally and externally using established processes, KPIs, and policies to ensure our services are delivered with impeccable service.
Requirements
- Identify gaps in processes and determine plan for improvement.
- Help build and establish processes, procedures and templates for utilization by the Client Services Team.
- Host individual one-on-one meetings with each member of CS team and reporting any major concerns to Director.
- Coach team members on how to handle various project scenarios; Coach team members on project excellence while using Quick-Box methodologies and maximizing project profitability
- Collaborate across functions/departments to ensure buy-in on shared goals
- Help drive team projects to ensure completion
- Take on strategic ownership and/or oversight of top tier clients by engaging with top tier accounts regularly, consultatively, and responding to specific inquiries, vetting potential trends and recognizing and proactively addressing potential issues.
- Document and track internal metrics according to client SLAs to drive performance. Provide recommendations and implement improvement plans to ensure client satisfaction.
- Monitoring client volumes, understanding peaks and valleys. Effectively communicate and forecast anticipated volumes to internal teams.
- Advocate for clients across operational departments and make proactive recommendations to gain economic and operational efficiencies on behalf of client and Quickbox.
- Understand the impact of client needs on operational departments and effect on planned labor and resources.
- Provide ongoing client facing program summaries, business reviews, analysis, recommendations, PO trending etc and assist clients in realizing the value of contracted services.
- Ability to recognize upsell opportunities and collaborate with internal departments as needed to drive growth
- Other job duties are required as assigned.
Job Qualifications Mandatory:
1) Education: Bachelor's degree or equivalent work experience as a Client Services Account Manager, or similar.
2) Experience: A minimum of five years' experience in third party logistics and e-commerce fulfillment
3) Systems: Proficiency in Microsoft Office products and CRM software such as HubSpot. Knowledge of principal functionality of Warehouse Management Software.
4) Problem Solving: Superb critical thinking and strategic problem-solving skills. Able to reach a decision, takes a thoughtful approach when considering others
5) Quality: Strives to eliminate errors, seeks opportunities for process/service improvements.
6) Accountability: Self-starter with excellent follow through. Maintains accountability and ownership of all client related deliverables and service level requirements. Drives issues through to resolution.
7) Communication: Ability to communicate thoughts clearly, both written and oral.
8) Teaming: Ability work effectively within a cross functional team environment, contributing ideas and receiving feedback in a collaborative environment.
9) Technical Skills: Advanced computer and word processing skills, including MS Word, PowerPoint, One Note. Ability to effectively utilize Microsoft Excel to analyze data a must.
10) Organization: Ability to handle multiple high priorities simultaneously while being detail oriented, logical and methodical in approach. Extremely organized but has the ability to adapt well.