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Service Excellence Manager
Posted about 22 hours agoViewed
💎 Seniority level: Manager, 3+ years
🔍 Industry: Customer Service
🏢 Company: Velocity Global👥 501-1000💰 $400,000,000 Series B almost 3 years ago🫂 Last layoff about 2 years agoProductivity ToolsEmploymentHuman ResourcesInformation TechnologyRecruiting
🗣️ Languages: English
⏳ Experience: 3+ years
Requirements:
- Bachelor's degree or equivalent work experience required; Master's degree a plus
- Minimum of 3 years of experience in a Customer Services role or equivalent providing transactional and services support to clients.
- An experience in Client Account Management is preferable.
- Experience in project management is preferable
- Consultative customer service and project management style.
- Experience with international business and contributing at a high level.
Responsibilities:
- Lead service delivery for our largest and most strategic clients, ensuring an exceptional experience through proactive management and high-touch engagement.
- Oversee onboarding, offboarding, and high-volume service requests, ensuring timely completion and exceeding client expectations.
- Monitor ongoing client activities, proactively addressing needs, preventing escalations, and ensuring SLAs are met.
- Serve as the primary escalation point for service-related issues, driving swift resolutions and implementing long-term solutions to enhance service quality.
- Build and maintain strong relationships with HR Points of Contact, positioning yourself as a trusted extension of their HR team.
- Conduct regular client check-ins to review account activities, address challenges, and share insights on trends, feedback, and overall account health.
- Lead customer communications on critical topics, such as compliance concerns, payroll issues, and expectation management.
- Monitor customer sentiment, analyze feedback from NPS surveys, and implement action plans to improve satisfaction.
- Facilitate product training and onboarding for new clients, promoting platform adoption and self-service resources.
- Identify opportunities for customer growth, including backfill hires, benefits optimization, and market insights to support strategic workforce decisions.
- Stay informed on process updates, product enhancements, and best practices to deliver exceptional service.
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