Hybrid Client Experience Manager

at Boldr

• Job title: Client Experience Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Merida, Mexico

About the role

• Manager responsible for maintaining Client relationships and empowering Team Captains at Boldr. Fostering operational excellence and supporting a diverse team in delivering quality service.

Responsibilities

• Develop and maintain an authentic relationship with all the Client and internal stakeholders.
• 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.
• Root cause analysis, planning and execution to ensure KPIs are met.
• 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 growth 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.
• 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.
• Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.

Requirements

• 3+ years in a Client facing role (Ops manager)
• 3+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries.
• 3+ years people management experience.
• Manipulate Excel or Google Sheets and will be helpful with the reporting work you’ll be responsible for.
• Create dashboard and provide visibility to stakeholders
• Identify root causes, design and execute action plans
• 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.

Benefits

• Private Health Insurance
• Paid Time Off
• Training & Development