Client Services Director
3 weeks ago
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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