INT-890A225 | CLIENT SERVICES MANAGER II

A CLIENT SERVICES MANAGER at KMC is focused on building and maintaining high-level relationships with Clients and improving the company's services to provide best-in-class customer experience by consistently or exceedingly meeting the established service level agreements (SLA) with all the clients and customers within the designated area or region which then leads to the clients' growth and expansion. The role acts as an overall liaison and business partner of the client and the KMC enterprise team to ensure that excellent service delivery is at the topmost priority and is promoting better partnership, confidence, growth, and compliance. As an imperative, the role must resolve issues and concerns by providing sound resolutions through a structured or data-driven approach while still observing flexibility. The role maintains an effective level of business literacy and professional intuition to anticipate and address client needs.

The main responsibilities of a CLIENT SERVICES MANAGER II 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 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