Job Summary:
We are currently seeking a highly motivated and skilled Client Success Associate to join our dynamic team. The successful candidate will oversee and manage our operational processes, team, and client interactions with a focus on maintaining the smooth and efficient operation of our daily activities. The role demands maintaining high standards of productivity, quality, and customer satisfaction. Your responsibilities will include supervising a team of employees, providing guidance and support, and collaborating with various departments to optimize operational efficiency and meet organizational goals. We value proactive and organized professionals with excellent leadership, problem-solving, communication, and client relationship management skills.
What’s in it for you?
Health Insurance (HMO)
Competitive Salary
Expanded maternity leave up to 120 days
Allowances
Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
Companywide events
Fun & Relaxed environment
Job Details:
Client Success Associate
Eastwood Libis, QC (Work from home until further notice)
You need to be flexible when it comes to the schedule | But normally you will have a Monday to Friday 6 PM to 3 AM
Responsibilities:
Program Implementation for New Clients: You will be tasked with onboarding new clients utilizing a structured project management approach. This involves implementing new or significantly changed programs or services, which includes the development and deployment of an implementation plan.
Strengthen Customer Experience: You will be required to work closely with the Operations team to create or improve policies and procedures aimed at enhancing the customer experience. Your role includes:
Acting as the primary point of contact for clients, addressing their operational needs, concerns, and inquiries in a professional and timely manner.
Monitoring key performance indicators (KPIs) to track operational performance and client satisfaction, and identify areas for improvement.
Overseeing day-to-day operations to ensure timely and accurate execution of tasks and activities, while meeting client service level agreements (SLAs).
Leading Business Reviews: This requires a blend of analytical thinking, effective communication, strategic vision, and strong leadership. By facilitating comprehensive and productive business reviews, you play a vital role in driving continuous improvement, aligning the organization, and achieving sustainable success.
Collaboration with Functional Teams: Coordinate with other departments to ensure client queries are forwarded to the appropriate team for assistance.
Qualifications:
6 months to 1 year relevant experience in Account Management or Client Services, preferably in the BPO industry.
Proven experience in operations management or a supervisory role, preferably in a fast-paced environment.
Strong leadership abilities with a track record of effectively managing and motivating teams.
Solid understanding of operational processes, supply chain management, and inventory control.
Excellent English communication and writing skills.
Proactive and organized, with a keen eye for details.
Ability to adapt to change and work effectively in a dynamic environment.
Demonstrated commitment to continuous improvement and driving operational excellence.