About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing 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, ride-sharing, HiTech, FinTech, and HealthTech.
The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.
What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing 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, ride-sharing, HiTech, FinTech, and HealthTech.
TaskUs People First culture has grown the company to have approximately 45K employees worldwide. We are currently in twenty-three locations across twelve countries, including the Philippines, India, and the United States.
It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.
What does a Senior Manager of Client Services do?
Think of yourself as someone who will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives. Imagine yourself going to work with one thing on your mind: that you will constantly monitor your team's growth. As you tackle your new tasks for the day, you know that it will lead to one thing: that you will impact and witness first-hand the company's annual goal of 100% revenue growth year after year.
SPECIFIC RESPONSIBILITIES:
As a Senior Manager of Client Services, you will:
• Manage with autonomy one strategic campaigns and up to three non-strategic accounts, both new and existing, through the client lifecycle under the guidance of a Director or Senior Director
• Ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams' performance.
Client Management (30%)
• Conducts weekly/monthly/quarterly business reviews.
• Is the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs.
• Conducts 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.
• Understanding their needs, desires and what is important for them to succeed.
Financial Management (25%)
• Achieves annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance
• Grows headcount, revenue and margins on accounts. • As needed, lead contract negotiations during the lifecycle of the contract.
Communication (20%):
• Able to charm and influence people across the world.
• Provides actionable feedback for improvement/course correction internally and externally.
• Comfortable influencing across teams/stakeholders.
• Professionally presents to groups and 1/1 and hosts engaging client visits.
Operational Management (15%)
• Demonstrates an attitude where they roll-up-their-sleeves and handle issues that arise.
• Achieves expectations for their team's contribution to the Contractual KPIs for each account.
• Reaches the Customer Satisfaction Score of 8+.
• Responsible for administration of internal/external reporting requirements.
Strategic Management (10%):
• Strategizes with clients to ID opportunities for growth.
• Leads internal team to ensure we have focus on long and short-term objectives.
• Identifies risks and provides solutions that allow for innovation and change.
• Brainstorms with management/peers for best practices.
• Continuously drives performance enhancement and drives real value initiatives for clients.
Required Skills/Abilities
Experience in managing international teams.
• Hands on experience with Process improvement and Project Management.
• Intermediate to advanced knowledge of Excel, Zendesk, Salesforce CRM, Salesforce Service Cloud and Quantitative modeling.
• Experience with other CRM, customer service technology and cloud hosted telephony is a plus. Interest in how new technologies and businesses are changing the face of work.
WORK EXPERIENCE
3+ years experience in a consulting and/or account management role.
3+ years experience in managing customer care, call centers and/or back office operations preferred.
3+ years experience in start-ups or high growth companies preferred.
Driven to self improve and extend spheres of knowledge and influence.
Practical and action oriented.
Ability to sell and be persistent and aggressive.
Must be able to inspire and persuade people.
Willing to work long hard hours, weekends.
Standing and sitting for sustained periods of time, at least 50%. Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
OTHER SKILLS
● Ability to make decisions by using logic to identify key facts, explore alternatives, and propose quality solutions
● Must be able to foster a positive and productive work environment, with the ability to lead, build teams, and motivate
staff
● Strong organizational and interpersonal management skills
● Ability to manage time effectively and efficiently
● Self-motivated and directed with keen attention to detail
Work Location / Work Schedule / Travel:
Onsite
Occasional travel may be required for meetings, conferences, or client engagements, as per business needs.
How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.
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