Client Service Manager

Responsibilities:

Project Delivery:

• Manage and oversee the complete lifecycle of client projects, ensuring timely and successful delivery of services according to client needs.
• Coordinate with internal teams such as production, content development, and operations to ensure all deliverables are met as per the agreed timelines and quality standards.
• Regularly monitor project progress and address any issues that may arise during execution.

Client Relationship Management:

• Serve as the primary point of contact for clients, addressing their queries, concerns, and feedback.
• Proactively communicate with clients to provide updates, project status, and manage expectations throughout the project.
• Conduct regular follow-ups to maintain strong client relationships and ensure consistent satisfaction.

Account Growth & Business Development:

• Identify and explore additional business opportunities within existing accounts by understanding client needs and proposing new solutions or services.
• Collaborate with the sales team to up-sell and cross-sell DocTube services.
• Monitor client accounts to ensure profitability and propose strategies for account growth.

Client Retention & Satisfaction:

• Constantly strive to improve the overall client experience by ensuring that clients goals and expectations are met.
• Ensure client feedback is gathered and communicated to relevant teams for continuous improvement.
• Address any issues or escalations promptly, ensuring a resolution that maintains the clients trust.

Reporting & Analysis:

• Prepare reports on project performance, client feedback, and account health for internal review.
• Analyze account performance to identify areas for improvement and optimization.

Required Qualifications

• Bachelor’s degree in Business, Marketing, or related field.
• Proven experience of at least 3-5 years in client servicing, account management, or project management, preferably in media, healthcare, or content services.
• Strong communication and interpersonal skills to manage client relationships effectively.
• Ability to manage multiple projects simultaneously with a focus on delivery and results.
• Business acumen with an understanding of identifying and expanding business opportunities.
• High level of organizational skills and attention to detail.