Codeyeti Software Solutions - Manager - Business Development (1-4 yrs)

About the Role:

We are seeking a highly motivated and results-oriented Business Development Manager to lead a team of FTEs responsible for handling escalations.

In this role, you will play a critical role in managing client relationships, ensuring timely resolution of escalations, and driving operational excellence within the team.

Key Responsibilities:

Team Leadership:

- Lead a team of FTEs, providing guidance, mentorship, and performance feedback.

- Manage escalations effectively, ensuring all issues are resolved within established timelines and service level agreements (SLAs).

- Monitor and maintain high customer satisfaction (CSAT) scores across all escalations.

Operational Excellence:

- Oversee day-to-day operations, ensuring efficiency, effectiveness, and adherence to established processes.

- Identify opportunities for process improvement and implement streamlined procedures to enhance team productivity and reduce operational costs.

- Develop and maintain key performance indicators (KPIs) to track team and individual performance, identify areas for improvement, and measure the success of initiatives.

Client Relationship Management:

- Work closely with clients to understand their specific needs and address any operational issues promptly and effectively.

- Build and maintain strong client relationships through proactive communication and exceptional service delivery.

- Proactively suggest strategies to improve the client experience based on insights gained from partner queries and escalations.

Reporting & Analysis:

- Generate regular reports on team performance, key metrics, and operational efficiency.

- Analyze data to identify trends, identify areas for improvement, and make informed business decisions.

Qualifications:

- Bachelor's degree in Business Administration, Management, or a related field.

- MBA preferred.

- Minimum of 1 year of experience in managing a team of 5+ FTEs, preferably in a role involving Sales, Support, or Operations teams.

- Strong leadership skills with the ability to inspire, motivate, and develop a high-performing team.

- Excellent communication and interpersonal skills, both written and verbal.

- Proven track record of driving operational excellence and implementing process improvements.

- Strong analytical and problem-solving skills with the ability to use data to make informed decisions.

- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

- Experience with CRM and project management tools is a plus