INT-B7FC896

Functional Overview:

At KMC the Client Success Sr. Manager is mainly responsible for managing a team of Client Success Architects (Account Managers) to provide bestinclass Client experience. The goal is to promote better partnership confidence growth and compliance by consistently or exceedingly meeting the established service level agreements (SLAs). As an imperative the role must also develop and/or enhance the services by providing sound resolutions through a structured or datadriven approach as well as resolving issues and concerns.

Duties and Responsibilities:

• Manage a team of Client Success Architects and Managers to carry out the business needs of assigned Clients
• Optimize the skills of the Client Success Architects and Managers in line with the service delivery needs
• Have a welldefined onboarding communication training coaching and engagement model in place to ensure all Client Success Architects and Managers understand the performance of the business and full understanding the needs of the client
• Workforce management to distribute the workload based on number of accounts geographies and complexity ratings
• Represent KMC effectively with comprehensive knowledge of our service offerings
• Build rapport and develop a strategic relationship with Client stakeholders

• Direct the Client Success Architects and Managers as well as other department representatives in carrying out successful Client onboarding/launch activities and initial program set up to drive successful operational build out and expansion
• Learn the business model of the clients and provide valueadd recommendations for the retention growth and expansion of the clients’ business.
• Oversee/monitor our ticketing system to ensure deliverables are within SLAs
• Manage projects fix any reliability issues track service metrics and lead other team members responsible for getting services delivered to clients
• Provide resolution and manage conflicts given set deadlines by keeping the team organized; ensure all escalations are resolved
• Anticipate the Client needs and find creative ways to make the service better
• Regularly attend Client meetings and participate in Client events
• Create informative presentations and templates
• Maintain a detailed and accurate Client Masterfile and renewal forecast
• Ensure critical activities such as Monthly Progress Reports/Quarterly Business Reviews and CSATs are carried out for Clients according to schedule
• Ensure timely billing and collections
• Manage the budget for Client related operational expenses while providing the expected service delivery and ensuring accuracy of billing reports
• Complete administrative work as required
• Ensure Business Continuity

Minimum Competencies:

• Excellent communication and interpersonal skills for building effective and meaningful relationships with Clients.
• Advanced decisionmaking and problemsolving skills
• Goaloriented
• Possesses an energetic outgoing and friendly demeanor
• Excellent analytical and timemanagement skills
• Excellent presentation skills
• Strong sense of Business Acumen
• Financiallysavvy
• Exceptional Customer Service Skills
• Strong Project Management
• Time Management
• Business and Market Trend Analysis
• Excellent leadership people management communication and influencing skills at a senior level
• Ability to manage and influence key stakeholders

Minimum Qualifications:

Seven (7) Years Wellestablished Experience with Account Management and Service Delivery with at least 2 years in a managerial position

• Well versed in MS office and presentation tools (Excel and PowerPoint)
• Experience working in BPO companies is an advantage
• Experienced in managing large multisite/multi skilled BPO companies
• Experience in using CRM tools and applications
• College Graduate

Highlights and Perks of the Job:

• You’ll be interacting with key players such as Clevel executives from enterpriselevel organizations which can expand your network
• Independent decision making and flexibility on how to accomplish the job.
• Exciting performancebased incentives

Main Challenges:

• Stress and urgency caused by an upset Client if something goes wrong
• Maintaining a high level of Client satisfaction without compromising the company’s own standards.
• Admin tasks and time management

Remote Work :

No