Senior Client Services Manager

The Senior Client Services Manager position is located in New Braunfels. In every instance you will be supporting today's fastest growing companies to scale their international operations. Every campaign is different, challenging, and ultimately rewarding as you monitor your team’s growth. In addition to client success, you will play a direct role in the operational growth, change and innovation of the business with strategic initiatives. You will impact and witness first hand the company’s annual revenue goals of 100% revenue growth year after year. Responsibilities include managing with autonomy one strategic campaign and up to three non-strategic accounts, both new and existing, through the client lifecycle under the guidance of a Director and ensuring that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams’ performance. Client Management (30%): Conducts weekly/monthly/quarterly business reviews, acts as a proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs, conducts face-to-face meetings with clients to effectively manage accounts and become a trusted partner. Communication (30%): Able to charm and influence people globally, provides actionable feedback for improvement/course correction internally and externally, comfortable influencing across teams/stakeholders, professionally presents to groups and hosts engaging client visits. Operational Management (30%): Rolls up sleeves to handle issues, achieves expectations for team’s contribution to Contractual KPIs, responsible for administration of internal/external reporting, manages day to day operations alongside Operations and cross functional teams to deliver client requirements. Strategic Management (10%): Strategizes with clients to identify growth opportunities, leads internal team focus on objectives, identifies risks and provides solutions for innovation and change, drives performance enhancement and value initiatives. Skills required include experience managing international teams, operations leadership is a plus, customer experience obsession, hands on process improvement and project management, intermediate to advanced Excel and G-Suite knowledge, experience with CRM and cloud telephony is a plus, interest in new technologies and business changes. Qualifications include 3+ years in operations and/or account management, 3+ years managing customer care, call centers or back office operations preferred, 3+ years in startups or high growth companies preferred, driven to self improve, practical and action oriented, ability to sell and be persistent, able to inspire and persuade, willing to work long hours and weekends as needed, must commit to work from the office every day.