Senior Client Services Manager
TaskUs is the fastest growing tech-enabled business services company in the world. We exist to provide ridiculously innovative customer support, AI operations, and content security to the world’s most disruptive companies.
We believe our Frontline employees come first, always. At TaskUs, leaders eat last––in other words, we expect you to put your line of direct reports before yourself. We think in terms of #FrontlineFirst because we know good ideas can come from anyone at anytime. That’s probably why we’re ranked 40th on Glassdoor’s 2019 “100 Best Places to Work” list.
A special place requires special people. Qualified candidates have a sense of humility, an adventurous spirit, and a relentless work ethic. If you are looking for more than the standard 9 to 5, you’ve found it.
We exist to make the world’s best companies better. We aim to have fun while doing it.So what does a Sr. Client Services Manager really do? Think of yourself as someone who will be supporting today's fastest growing companies to scale their domestic and international operations, so not just anyone is qualified for this position.
So come on, now we need your full concentration because it’s time to imagine what it’s like being a Sr. Client Services Manager.
Imagine yourself going to work with one thing on your mind: that every campaign is different, challenging, and ultimately rewarding as you monitor your team’s growth. In addition to client success, you will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives. As you tackle your new tasks for the day, you know that it will lead to one thing: you will impact and witness first hand the company’s annual revenue goals of 100% revenue growth year after year.
As a Sr. Client Services Manager, you will manage with autonomy one strategic campaign and up to three non-strategic accounts, both new and existing, through the client lifecycle under the guidance of a Director or Senior Director and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams’ performance. In terms of client management, you will also conduct weekly/monthly/quarterly business reviews. You will also report the progress/activities to/from clients and facilitate communication between internal teams regarding client needs. You will conduct face-to-face meetings with clients, wherever they are, to effectively manage the accounts with an ultimate aim of becoming a trusted partner for clients. With this, you need to understand their needs, desires and what is important for them to succeed. In terms of financial management, you should achieve annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance. You need to grow headcount, revenue and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract. In terms of communication, you need to be able to charm and influence people across the world. You will also provide actionable feedback for improvement/course correction internally and externally. You must also be comfortable in influencing across teams and stakeholders. You will also professionally present to individuals, groups, and hosts engaging client visits. In terms of operational management, you will demonstrate an attitude where they roll-up their sleeves and handle issues that arise. You will also achieve the expectations of the team’s contribution to the contractual KPIs for each account. You will also reach the Customer Satisfaction Score of 8+. You will be responsible for administration of internal/external reporting requirements. Lastly, in terms of strategic management, you will strategise with clients to ID opportunities for growth. You will lead the internal team to ensure we have focus on long and short-term objectives. You will identify risks and provide solutions that allow for innovation and change. You will brainstorm with management/peers for best practices. You will also continuously drive performance enhancement and real value initiatives for clients.
So, do you have what it takes to become a Sr. Client Services Manager?
So, what is it we’re looking for? Well, since this is a senior manager role you need to have at least 3 years experience in a consulting and/or account management. At least 3 years experience in managing customer care, call center, and/or back office operations is preferred. Also, at least 3 years experience in start-ups or high growth companies is also preferred.
What else? Well, we need someone driven to self-improvement and extend spheres of knowledge and influence. You need to be practical and action-oriented. You need to have the ability to sell and to be persistent and aggressive. You also need to be able to inspire and persuade people. You must be willing to work long, hard hours, and on weekends. You must be able to commit up to 30% of the year traveling to our client’s offices through the San Francisco Bay area, and our offices in Santa Monica, CA (TaskUS HQ), the Philippines, New York City (soon) and Latin America (soon).
Now let’s get technical. You need to have experience in managing international teams. We need someone who has hands-on experience with process improvement and project management, intermediate to advanced knowledge of Excel, Zendesk, Salesforce CRM, Salesforce ServiceCloud, and Quantitative Modelling. We also need someone with experience in other CRM, customer service technologies and cloud-hosted telephony. Lastly, we need someone interested in how new technologies and businesses are changing the face of work.
TaskUs is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ridesharing, HiTech, FinTech and HealthTech.
TaskUs has approximately 27,500 employees across eighteen locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland and Colombia.