HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

As a Client Services Manager, you will play a crucial role in ensuring client satisfaction, driving business growth, and upholding the reputation of our organization. Your leadership and client-centric approach will be instrumental in maintaining strong client relationships and delivering exceptional service.

RESPONSIBILITIES

Client Relationship Management:

• Develop and maintain strong, long-lasting client relationships.

• Serve as the primary point of contact for clients, addressing their needs, concerns, and inquiries promptly.

• Regularly assess client satisfaction and work to improve their overall experience.

• Collaborate with clients to understand their objectives and tailor our services to meet their specific needs.

Team Leadership and Management:

• Recruit, train, and manage a team of Client Services Representatives.

• Set clear performance goals and provide guidance and coaching to team members.

• Ensure that the team consistently meets or exceeds client service targets and expectations.

• Foster a positive and collaborative team culture.

Service Delivery:

• Coordinate with internal departments to ensure the seamless delivery of services to clients.

• Monitor service quality and efficiency, making necessary improvements as needed.

• Proactively identify and address any issues or bottlenecks that may impact client satisfaction.

Client Communication:

• Communicate with clients regularly to provide updates on service delivery, address inquiries, and gather feedback.

• Act as a liaison between clients and the organization, ensuring clear and effective communication.

Problem Resolution:

• Investigate and resolve client issues and concerns in a timely and effective manner.

• Implement corrective actions and preventive measures to prevent recurring problems.

Account Management:

• Manage client accounts, including contract renewals, billing, and financial aspects.

• Identify opportunities for upselling or cross-selling additional services to clients.

Data Analysis and Reporting:

• Analyze client data and feedback to identify trends and areas for improvement.

• Prepare regular reports on client satisfaction, service performance, and team productivity.

Compliance and Quality Assurance:

• Ensure compliance with company policies and industry regulations.

• Implement and maintain quality assurance processes to uphold service standards.

QUALIFICATIONS

• Bachelor's degree in Business, Marketing, or a related field (Master's degree preferred).

• Proven experience in client services or account management, with at least 5 years of relevant work experience.

• Previous experience with a staffing solutions company is REQUIRED.

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• Analytical mindset with the ability to use data to drive decision-making.

• Exceptional problem-solving skills and a customer-centric approach.

• Proficiency in CRM software and other relevant tools.

• Knowledge of industry-specific regulations and best practices.

• Demonstrated ability to meet and exceed client expectations.

• Strong organizational skills and attention to detail.

• Adaptable and able to thrive in a fast-paced environment.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.