Client Services Manager

Full time
Customer Support
United States
Hiring from: Anywhere

Client Services Manager

Reporting to an Account Director or Vice President of Client Services, a Manager, Client Services is responsible for delivering social media implementations for one or multiple accounts that include engagement, moderation, and/or customer support services. The Manager leads a team of hourly employees providing a spectrum of such services, including training for and quality management of their delivery.

Primary responsibilities include, but are not limited to:

  • Direct client account management

  • Supervisory responsibilities over remote, non-exempt employees, including:

    • Working directly with clients to develop standards and guidelines

    • Creating regular client reports

    • Preparing and participating in quarterly client reviews

    • Meeting regularly with clients, both remotely and on site

    • Training engagement and support agents/moderators and creating process documents

    • Serving as a mentor for the hourly engagement and moderation staff

    • Performing quality assurance on services delivered by the hourly team.

  • Required skills and traits

    • Minimum 3-5 years managing social media programs, especially those involving engagement and/or customer support

    • Excellent people skills

    • Ability to embrace change, be a team player, and enjoy developing creative solutions

    • Ability to balance the needs of the client while supporting the staff to successfully achieve the client’s business and social media or customer support goals

    • Excellent communication, presentation, and listening skills

    • Ability to understand and interpret brand objectives from disparate sources, contribute to a social media program strategy, run its implementation, and provide meaningful insight into results

    • Maintain knowledge of social media marketing tools and best practices

    • Should be well versed in or be prepared to become well versed in at least one social media or messaging channel

    • Demonstrated interest in social media and personal or professional experience using major platforms

    • Understanding of quantitative and qualitative performance metrics and insights

    • Customer-service oriented (internal and external)

    • The ability to manage large volumes of details and organize it.

    • Proven project management experience with ability to manage multiple simultaneous projects, cross-functional stakeholders and remote teams

    • Project manager that is detailed focus with excellent multi-tasking skills

    • Works well under pressure

    • Passion for social media marketing, tools, concepts, and emerging platforms; active social media user

    • Excel, Power Point and Word familiarity required

    • This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective

    Recommended education and experience

    • Minimum 3 years’ experience as a social media practitioner, including customer service and/or moderation team management experience

    • Bachelor’s degree or equivalent experience required

    • Ability to travel required

    • Healthcare experience a bonus

    • Call Center (Contact Center) experience a bonus

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