Description:
We’re hiring a Client Relationship Manager to build and maintain strong client partnerships, drive satisfaction, and support business growth. If you have proven experience in client management and a passion for fostering lasting relationships, we’d love to hear from you!
Key Responsibilities
Client Relationship Management
- Serve as the main point of contact for assigned BPO clients.
- Build strong, long-term relationships with client stakeholders through regular communication and business reviews.
- Understand client goals, expectations, and pain points to proactively provide solutions.
- Handle escalations, concerns, and service issues in a timely and professional manner.
Service Delivery & Performance Oversight
- Ensure operational teams meet agreed SLAs, KPIs, and quality standards.
- Monitor performance reports related to productivity, quality, attendance, and customer satisfaction.
- Partner with Operations, Quality, Training, and Workforce teams to address gaps and drive continuous improvement.
- Facilitate regular client performance reviews (weekly, monthly, or quarterly).
Coordination & Internal Alignment
- Act as the bridge between clients and internal teams to ensure alignment on deliverables, priorities, and timelines.
- Communicate client updates, process changes, and expectations clearly to operations.
- Support onboarding of new clients and smooth transition of new programs or expansions.
Reporting & Communication
- Prepare and present performance reports, insights, and action plans to clients.
- Ensure accurate documentation of client requirements, process changes, and commitments.
- Maintain clear records of client communications and agreements.
Growth & Retention
- Identify opportunities for account growth, upselling, or service expansion.
- Support contract renewals and assist leadership with pricing or scope discussions.
- Drive client satisfaction and retention through consistent service excellence.