Client Services Director

2 weeks ago


Cardiff, Cardiff, United Kingdom trakcel Full time
Job Title: Client Services Manager

Job Summary:

We are seeking a highly skilled Client Services Manager to lead our Client Services team at TrakCel. As a key member of our organization, you will be responsible for ensuring that our clients receive exceptional service and support, driving customer satisfaction and retention.

Main Responsibilities:

  • Oversee the Client Services function across TrakCel, ensuring seamless delivery of services to our clients.
  • Develop and implement client support strategies that align with our business objectives, focusing on driving continuous improvements in service efficiency and client satisfaction.
  • Manage the transition between different service stages, particularly from implementation to live client support, with a focus on minimizing client impact during handovers.
  • Ensure timely management of all TrakCel helpdesk tickets and associated activities in accordance with Client Service Level Agreements (SLAs).
  • Present KPIs at the quarterly quality management meeting and escalate/communicate any identified trends with helpdesk tickets.
  • Support with change management activities in accordance with TrakCel's Standard Operating Procedures for any Client changes to Production.
  • Make recommendations for Continual Service Improvement and drive customer satisfaction and engagement by maintaining regular touchpoints with key clients.

Requirements:

  • Demonstrable experience of leading a Client Services function for a software vendor.
  • Proven experience of managing a global team, with a strong track record of motivating and leading others and fostering a culture of continuous improvement.
  • Proven ability to plan and coordinate people and resources effectively, to meet service level agreements (SLAs), key targets, and deadlines.
  • Track record of working within a customer support environment, handling high volumes of queries efficiently and meeting SLAs consistently.
  • Demonstrable ability to manage the transition between different service stages, particularly from implementation to live client support, with a focus on minimizing client impact during handovers.

Desirable:

  • Recognized industry qualification - e.g., ITIL Intermediate level or above.
  • Experience in the healthcare or pharmaceutical industry.
  • Experience in the Salesforce platform, ideally Salesforce Administrator certification.
  • Knowledge of the Salesforce software platform and supporting ecosystem (MuleSoft).
  • Understanding of software development methodologies such as Agile.

Core Competencies:

  • Accountability
  • Leadership
  • Decision Making


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