INT-EE85515 | CLIENT SERVICES MANAGER IV

A CLIENT SERVICES MANAGER IV at KMC is focused on maintaining exceptional relationships with Clients in order to provide best-in-class client experience. Our Client Services Manager acts as the overall liaison between the Client and all components of KMC’s Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must drive successful operational build-out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility.

The main responsibilities of a CLIENT SERVICES MANAGER IV include:

• Represent KMC effectively with comprehensive knowledge of our service offerings
• Day-to-day account and Client relationship management, with focus on
• Guiding the Client in account onboarding functions and initial program set up
• Analyzing account performance and provide reports and presentations, including a Monthly and/or Quarterly Business Reviews using the company template
• Ensuring KMC receives regular Client feedback and provide constructive feedback to Ops Management with proactive suggestions, including KMC’s scheduled Customer Satisfaction Survey twice a year
• Undertaking initiatives to enhance Account Management performance and client satisfaction (and in turn Client retention)
• Working with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
• Build rapport and develop a strategic relationship with Client stakeholders
• Learn the business model of the clients and provide value-add recommendations for the retention, growth, and expansion of the clients’ business.
• Preparing the agenda and logistics for Client visits, as well as ensure the attendance of key participants
• Regularly attend Client meetings and participate in Client events
• Communicating invitations, critical updates and announcements to Clients
• Oversee/monitor our ticketing system to ensure deliverables are within SLAs
• Ensuring timely billing and collections
• Preparing standard renewal contracts and basic contract amendments
• Conducts regular site visits with Clients to be involved in status checks/meetings with Clients
• Maintaining accurate and complete account information in the company enterprise resource planning tool
• Account offboarding functions and clearance
• Leading project management activities as required
• Organizing events for Clients as required
• Completing administrative work as required