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Manager, Client Experience Technical

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Boldr

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    People, HR & Administration
  • Cape Town
  • Quick Apply

AI generated summary

  • You should have 2+ years in a client-facing role, people management experience, proficiency in Excel/Google Sheets, strong analytical skills, and a passion for client satisfaction.
  • You will manage client relationships, oversee team performance, facilitate business reviews, ensure compliance with KPIs, and drive continuous improvement through strategic partnerships and training.

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 role of the Manager, Client Experience Technical at Boldr?

The primary role is to maintain and nurture client relationships, manage Team Captains, ensure operational performance, and facilitate effective communication between clients and internal teams.

What qualifications are needed for this role?

A Bachelor's/College degree related to the field, 2+ years in a client-facing role, 2+ years of knowledge in BPO, Staffing, Tech, or other business service industries, and 2+ years of people management experience.

What tools will I need to be familiar with for this position?

Familiarity with Google Suite (Gmail, GDrive, Sheets, Slides, and Docs) is a must, along with experience in using Hubspot and optimizing platforms such as ZenDesk, TalkDesk, and Shopify applications.

Is there an opportunity for professional development in this role?

Yes, the position includes responsibilities such as onboarding new hires, coordinating training, and promoting a culture of continuous improvement and development.

How does Boldr promote its organizational culture within the team?

Boldr emphasizes maintaining and promoting its values, encouraging employee growth aspirations, and fostering a culture of positive and constructive feedback among team members.

Will I be managing a team in this role?

Yes, you will manage a team of Team Captains and will be responsible for their development, performance management, and ensuring compliance with SLAs and Client KPIs.

What benefits can I expect from working at Boldr?

You can expect a base salary along with benefits such as Paid Time Off, training and development opportunities, mental health support, and being part of a global culture environment.

What is the approach to client satisfaction at Boldr?

Boldr prioritizes client satisfaction by developing authentic relationships, acting as a strategic advisor, and focusing on operational performance to meet client commitments effectively.

What kind of communication skills are required for this position?

Strong communication skills are necessary to engage with internal and external stakeholders, resolve inquiries, and deliver presentations. Active listening and the ability to handle both positive and negative situations are also essential.

How does the role contribute to operational excellence?

The role involves monitoring internal and external KPIs, identifying performance issues, conducting root cause analysis, and motivating team members to improve performance in accordance with SLAs.

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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.