Hybrid Manager, Client Experience

at Boldr

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

About the role

• Manager of Client Experience responsible for fostering relationships with Clients and leading Team Captains. Focused on operational performance and maintaining high-quality services.

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.
• This also provides an opportunity to observe the Team Captain’s presentation, Client communication and coaching skills.
• 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 and Senior 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.
• Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr.
• Experience with Hubspot is a plus.
• Maintain Client schedule (Weekly Updates, MBRs, QBRs, 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.
• Lean six sigma knowledge and/or certification is a plus.
• 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.

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