Client Success Associate

Job Summary:

We are currently seeking a highly motivated and skilled Client Success Associate to join our dynamic team. The successful candidate will oversee and manage our operational processes, team, and client interactions with a focus on maintaining the smooth and efficient operation of our daily activities. The role demands maintaining high standards of productivity, quality, and customer satisfaction. Your responsibilities will include supervising a team of employees, providing guidance and support, and collaborating with various departments to optimize operational efficiency and meet organizational goals. We value proactive and organized professionals with excellent leadership, problem-solving, communication, and client relationship management skills.

What’s in it for you?

• Health Insurance (HMO)
• Competitive Salary
• Expanded maternity leave up to 120 days
• Allowances
• Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
• Companywide events
• Fun & Relaxed environment

Job Details:

• Client Success Associate
• Eastwood Libis, QC (Work from home until further notice)
• You need to be flexible when it comes to the schedule | But normally you will have a Monday to Friday 6 PM to 3 AM

Responsibilities:

• Program Implementation for New Clients: You will be tasked with onboarding new clients utilizing a structured project management approach. This involves implementing new or significantly changed programs or services, which includes the development and deployment of an implementation plan.

• Strengthen Customer Experience: You will be required to work closely with the Operations team to create or improve policies and procedures aimed at enhancing the customer experience. Your role includes:
  • Acting as the primary point of contact for clients, addressing their operational needs, concerns, and inquiries in a professional and timely manner.
  • Monitoring key performance indicators (KPIs) to track operational performance and client satisfaction, and identify areas for improvement.
  • Overseeing day-to-day operations to ensure timely and accurate execution of tasks and activities, while meeting client service level agreements (SLAs).
  • Leading Business Reviews: This requires a blend of analytical thinking, effective communication, strategic vision, and strong leadership. By facilitating comprehensive and productive business reviews, you play a vital role in driving continuous improvement, aligning the organization, and achieving sustainable success.
• Collaboration with Functional Teams: Coordinate with other departments to ensure client queries are forwarded to the appropriate team for assistance.

Qualifications:

• 6 months to 1 year relevant experience in Account Management or Client Services, preferably in the BPO industry.
• Proven experience in operations management or a supervisory role, preferably in a fast-paced environment.
• Strong leadership abilities with a track record of effectively managing and motivating teams.
• Solid understanding of operational processes, supply chain management, and inventory control.
• Excellent English communication and writing skills.
• Proactive and organized, with a keen eye for details.
• Ability to adapt to change and work effectively in a dynamic environment.
• Demonstrated commitment to continuous improvement and driving operational excellence.