Client Services Manager (In Office Suwanee, GA)

Doxim • Suwanee, GA

1d • Onsite

About The Position

In this role, you will oversee every aspect of the client experience, from being a part of the initial project team that creates and implements a new account, the day-to-day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices. We enable our clients to profitably exceed customer expectations by taking on the complexity of their business and transforming it into a seamlessly orchestrated customer experience. To bring order to service orders, billing, payments, or customer care, your customers become ours. This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently in a fast paced and potentially stressful environment. Our Client Services Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit.

Requirements

• Minimum of 2 years experience using a case management system (Salesforce and Jira is preferred)
• Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment
• Strong demonstrated oversight for handling complex client issues
• Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook

Nice To Haves

• Post secondary degree in Business Administration preferred
• Background in the print/mail industry preferred
• Background with Continuous Improvement and Project Management is recommended

Responsibilities

• Manage overall client relationship; Build strong rapport with client and client’s team
• Introduce initiatives and solutions that grow the client’s revenue and profit
• Provide governance for contract adherence
• Set expectations and deliver results accordingly
• Instill strong business ethics and sense of urgency in a matrixed business environment
• Work collaboratively across all departments
• Oversee implementation of projects through closure and ensure client receives appropriate communication
• Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction
• Work closely with clients and peers to understand and anticipate their needs
• Think through and solve complex problems; proactively provide mitigation for future problems
• Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes
• Stay informed of current industry best practices; working with clients and internal cross-functional teams to apply best practices where appropriate
• Interpret and understand KPI’s, contracts, and SLA’s
• Demonstrate innovative thinking and strong problem-solving skills
• Serve as client advocate within the company as well as company advocate to clients
• Must be able to fully set up customer information in OPACS/ERP

Benefits

• Work Environment That Suits You: Our opportunities come in all shapes and sizes; from fully remote, to in-office, to hybrid; across North America, South Africa, and Europe.
• Benefits That Fit: As of Day 1 of employment, our flexible benefit options have you covered from healthcare to employer-matched retirement savings and everything in between.
• Growth That Excites: We are passionate about nurturing talent from within so this won’t be just a job – it will be a journey.
• Time Off That Recharges: Take the breaks you deserve with our generous PTO policy designed to help you rest, reset, and return at your best.
• Refer & Reap the Rewards: Love working at Doxim? When you refer talented people to join us, you’ll earn a bonus through our Employee Referral Program. Great people know great people!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed