McorpCX Client Service Manager in San Franciso, California
We are pioneers in customer experience and business is going amazingly well. As a US-based firm, we help our clients improve all aspects of their customer experience. We provide a broad range of services to all industries for clients who wish to better understand and evolve both the quality of their customer experience, and the way in which they strategize, research, and design experiences for their customers in both the B2B and B2C worlds. We employ a proven, proprietary methodology to customer experience management that we have been continuously improving since 2002.
We are looking for experienced Client Services Manager to work as a liaison with our clients and project team. If you are passionate about client relationships and have worked directly or tangentially in the field, we’d like to hear from you.
The Client Services Manager will work closely with Engagement Managers to manage incoming calls and email communication with clients to confirm job status, answer questions, provide solutions, and ensure timely resolutions to issues.
Ideally, you should have a bachelor’s degree in business, finance, client service or similar area. 3+ years’ experience performing client services and project management work for an Advertising or Marketing Agency, Consulting Firm, or similar professional services organization. Ability to work effectively with clients using strong customer relationship skills.
Partner with the Engagement Manager to effectively engage and manage key stakeholders, project deliverables and deadlines and project communications
Brings skills and confidence at a level appropriate to serve as a lead contact between McorpCX and clients, and build relationships with them while ensuring their needs are being met
Accept 100% personal responsibility in providing on-target, on-schedule, error-free work
Ensure each engagement is delivered on time and within budget, managing/tracking billable hours and project expenses
Build sustainable relationships of trust through open and interactive communication
Use quantitative and qualitative client insights to develop strategic customer experience recommendations.
McorpCX provides those looking to work in the customer experience management field a great opportunity to develop expertise in a field and company that is achieving high growth rates. At McorpCX you’ll learn from Customer Experience Management veterans, developing an expertise where many still do not exist. To be a great performer at McorpCX you’ll need:
3+ years’ experience performing customer service
3+ years’ experience working at an Advertising or Marketing Agency, Consulting Firm, or similar professional services organization
Bachelor’s degree in business, finance, marketing, or similar area
Experience in CX, UX, service design, and/or design thinking methodology
Experience creating personas, journey maps, experience maps and service blueprints
Familiarity with customer service systems and practices
A highly self-directed personality – that is, you like to take something and own the heck out of it
Strong data entry, typing, and computer skills including use of MS Office programs
Focus on accuracy and attention to detail
Desire and ability to work in a fast-paced, productive environment
Ability to work effectively with clients using strong customer relationship skills
This is a virtual position. We're looking for long-term relationships. Please send us your resume and tell us why you believe you'd be a good fit for our team.
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