Client Relationship Manager

We are seeking a professional and courteous Client Relationship Manager with great people skills to help our business prioritize existing customers and bring new clients on board. The client services manager will be tasked with maintaining current clients and growing our customer base, keeping accurate correspondence records, meeting regularly with management, updating client details, developing customer service policies, training junior client services agents, and recommending different product options to clients. Your dedication to the needs of our clients will encourage client loyalty and enhance our organization’s growth through positive client-to-business engagement.

To ensure success in this role, the ideal candidate should demonstrate excellent active listening and communication skills, good personal presentation, politeness, and tact, and be able to function in a high-pressure environment. The noteworthy client services manager should provide timely solutions to client’s problems, build sustainable and continuous relationships, show initiative and drive when dealing with client requests, and assist in developing marketing material and sales strategies.

Client Services Manager Responsibilities:

• Developing effective communication platforms for clients and staff.
• Inspiring repeat business and referrals from clients.
• Conducting customer service workshops and presentations to the agency service teams on improving client relationships and communication.
• Monitoring and measuring client satisfaction.
• Liaising with different departments about client queries.
• Offering advice to clients & service teams on services and products.
• Developing surveys and determining client happiness/satisfaction.
• Participating in marketing campaigns.
• Working with the service team in dealing with client requests and troubleshooting problems.
• Onboard new clients and participate in multiple client calls.
• Improving onboarding, offboarding, presentation, reporting, and client services operational processes.
• Train staff on new processes through stand-up presentations or recording training videos.
• Developing, editing, and approving all client playbooks for the agency to ensure that the tasks and deliverables on the playbook meet client KPIs.
• Assisted/contributed to developing marketing and sales plans for the client and the agency.
• Develops, tracks, and reports key performance measurements on agency clients
• Lead by example and manage a few number of clients for the agency.
• Oversees cross-functional work areas targeted to resolve issues raised by customers.

Essential Knowledge, Skills, and Abilities: The Agency Operations Manager should possess the following skills and attributes:

• Strong analytical, problem-solving, and decision-making skills
• Strategic thinker with strong organizational, management, and leadership skills
• Demonstrated ability to work, collaborate, and manage all levels within the organization
• Ability to earn a high level of trust and to demonstrate integrity in actions and decisions
• Customer focus with strong verbal and written communication, interpersonal, and influencing skills.
• The ability to stay calm and focused under high levels of pressure
• Business frameworks such as EOS (a plus)

Characteristics of an Ideal Candidate:

The candidate must possess strong communication, sales and marketing, financial, and organizational skills with the ability to develop a close business relationship with our clients.

An ideal client services manager must embody the culture of the company and must be willing to lead by example and foster a collaborative environment to inspire staff to step up, perform, and deliver their best self to our clients.

Education Qualifications/Position Requirements:

• At least five years experience in the Client Services Manager role with a focus on management and leadership. Experience working in an agency with full understanding of requirements, developing long and short-term strategies including sales, marketing, and staffing with a thorough knowledge of financial and budgeting processes and principles to assess earnings/expenses to identify areas of improvement/ROInbvcxp
• High service orientation.
• Familiarity with Google Suite and various business marketing and sales software.
• Strong communication skills.
• Ability to meet deadlines
• Excellent work ethic and enthusiasm
• Calm, polite, and professional behavior
• Excellent organizational and leadership abilities

Competencies:

· Customer and employee focus

· Thoughtful Communicator

· Interpersonal & Listening Skills

· Drive for results

· Organizational Agility

· Managerial and Leadership skills

· Integrity

· Good decision-maker

Chatter Buzz is a tech-creative digital marketing and advertising agency laser-focused on brand awareness and lead generation. We are a full-service digital agency offering multiple omnichannel services to achieve business growth for our partners. 
 

Our mission is to enable organizations to thrive in this new world of digital business by helping them to harness the power of their data & turn it into actionable insights.