Manager, Client Experience Technical

Boldr

1mo ago

Job
Full-time
Junior Level
Customer Relations
People, HR & Administration
Manila
Remote
Quick Apply

AI generated summary

You should be analytical, detail-oriented, and passionate about client satisfaction. Must have 2+ years in a client-facing role and people management, plus BPO or related industry experience.
You will manage client relations, oversee performance reviews, coordinate training, ensure compliance with contracts, drive continuous improvement, and support team development and communication.

Requirements

Curious and authentic, just like us! #beboldr
An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction
Bachelor's/College Degree of any related field you’re passionate about!
2+ years in a Client facing role.
2+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries
2+ years people management experience.
Manipulate Excel or Google Sheets, and Google Slides to be helpful with the reporting work you’ll be responsible for.
Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
Read, research, and draft letters, emails, and documents.
Identify complex problems and review related information to develop and evaluate options and implement solutions.
Speaking in a public setting and delivering presentations to individuals and groups.
Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.

Responsibilities

Develop and maintain an authentic relationship with all the Client and internal stakeholders.
Act as a strategic advisor to our Clients and internal stakeholders by managing key points of contact and updating key challenges and opportunities.
Execute daily and weekly reviews of our operational performance with Client stakeholders and Boldr leadership.
Ability to work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience and Office Operations.
Communicating and resolving basic to complex inquiries and concerns in an accurate, valid, complete, and timely manner.
Create and manage Client contracts such as MSAs and SLAs.
Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
Partner with Team Captains to ensure documentation is constantly updated and identification of process improvements are sourced with the TC and their team.
Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews.
Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business opportunities.
Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.
Plan and oversee hiring, onboarding, training, quality assurance, tool optimization, and team building.
Supervise and develop Team Captains through guidance, observation, and performance management activities.
As needed, joins the Team Captain on calls with the Client, team huddles or coaching sessions to stay up to date with all Client and team developments.
Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
Establish, promote, and maintain the Boldr culture within the organization.
Understand employee career growth aspirations to enable matching Boldr’s needs with employee abilities.
Act as the escalation point for the Team Captains.
Responsible for upholding our organization’s values throughout the workplace.
Monitor achievement of internal and external KPI’s and ensure Operational Excellence.
Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.
Familiarity with Google Suite of Services is a must for this role.
Experience with Hubspot is a plus.
Experience optimizing platforms such as ZenDesk, TalkDesk, Shopify applications is also a plus.
Know how to use data to generate reports and assess the health and efficacy of a program, and how to take action to mitigate or improve.
Maintain Client schedule (Weekly Updates, Monthly Business Reviews &, Quarterly Business Reviews, Implementations) and collect feedback and drive necessary actions to completion.
Coordinate necessary training and best practices related to Tools and Processes.
Onboard new hires to ensure they are fully ready to succeed in their role.
Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement.
Provides input and communication to drive Client Success improvement, for all Clients, enterprise-wide.

FAQs

What is the primary responsibility of the Manager, Client Experience Technical?

The primary responsibility is to maintain and nurture Boldr’s Client relationships while developing and empowering Team Captains, acting as a business owner accountable for Client and team success.

How many years of experience in a client-facing role are required for this position?

A minimum of 2 years of experience in a client-facing role is required.

Is prior experience in BPO or related industries necessary?

Yes, the position requires at least 2 years of knowledge in BPO, Staffing, Tech, or other Business Service Industries.

What kind of work environment does Boldr promote for its team members?

Boldr promotes a healthy working environment by collaborating with various internal functions and stakeholders to support Team Captains and their teams.

Are there specific skills required for this position?

Yes, strong analytical thinking, attention to detail, client satisfaction focus, excellent communication skills, and the ability to manipulate Excel or Google Sheets for reporting are required.

Is training provided for new hires?

Yes, training is coordinated to ensure new hires are fully ready to succeed in their roles.

What tools and software should candidates be familiar with?

Familiarity with the Google Suite of Services is a must, and experience with Hubspot, ZenDesk, TalkDesk, and Shopify applications is a plus.

What kind of management experience is needed for this role?

Candidates should have at least 2 years of people management experience.

What kind of benefits does Boldr offer?

Boldr offers Private Health Insurance, Paid Time Off, Work From Home options, Training & Development opportunities, a Mental Health Program, and Philhealth Coverage.

What values does Boldr prioritize in its team members?

Boldr values authenticity, curiosity, and dynamism among its team members.

Boldr

Consulting

Industry

501-1000

Employees

2016

Founded Year

Mission & Purpose

Boldr Impact is a company that focuses on providing outsourced business services with an emphasis on social impact and sustainability. They offer solutions in areas such as customer support, data entry, and back-office operations, partnering with organisations to improve efficiency while fostering positive social and environmental change. Boldr Impact’s ultimate mission is to deliver exceptional business services that not only drive client success but also contribute to meaningful social and environmental outcomes. Their purpose is to create a positive impact through their work by integrating ethical practices and supporting initiatives that benefit both their clients and the communities they serve.