Manager, Client Experience Technical

Boldr•Toronto, ON

About The Position

Boldr is seeking a self-starter, hard-working, and dedicated Manager, Client Experience Technical to join their Client Experience team. This role is responsible for maintaining and nurturing client relationships, developing and empowering Team Captains, and acting as a business owner accountable for client and team success. The position requires a focus on operational performance, management of global teams, daily client communication, performance reporting, training, and escalation management. Attention to detail is crucial for maintaining client success tools and procedures. The ideal candidate is passionate about helping Boldr grow and achieve its purpose, embodying the company's core values of Curiosity, Dynamism, and Authenticity.

Requirements

Bachelor's/College Degree of any related field.
2+ years in a client-facing role.
2+ years knowledge of BPO, Staffing, Tech, or other Business Service Industries.
2+ years of people management experience.
Proficiency in manipulating Excel or Google Sheets, and Google Slides for reporting.
Strong listening and communication skills, including asking questions appropriately and avoiding interruptions.
Ability to maintain an open dialogue with external and internal client partners in both positive and negative situations.
Ability to read, research, and draft letters, emails, and documents.
Skill in identifying complex problems, reviewing related information, and developing/implementing solutions.
Experience speaking in public settings and delivering presentations to individuals and groups.
Ability to cope effectively with losses or rejections, move on to other challenges, and learn from past experiences.
Familiarity with Google Suite of Services (Gmail, GDrive, Sheets, Slides, Docs) is a must.

Nice To Haves

Experience with Hubspot.
Experience optimizing platforms such as ZenDesk, TalkDesk, Shopify applications.
Ability to use data to generate reports, assess program health and efficacy, and take action to mitigate or improve.

Responsibilities

Develop and maintain authentic relationships with clients and internal stakeholders.
Act as a strategic advisor to clients and internal stakeholders by managing key points of contact and updating key challenges and opportunities.
Execute daily and weekly reviews of operational performance with client stakeholders and Boldr leadership.
Work seamlessly with different departments including Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations.
Communicate and resolve basic to complex inquiries and concerns accurately, validly, completely, and in a timely manner.
Create and manage client contracts such as MSAs and SLAs.
Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs.
Partner with Team Captains to ensure documentation is constantly updated and identify process improvements.
Facilitate Client Business Reviews in partnership with the SBU Head and organize the Boldr team for these reviews.
Develop, maintain, and leverage relationships and networks within the client organization to identify and develop business opportunities.
Update Hubspot deal cards and ensure all necessary items are appropriately invoiced.
Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues.
Plan and oversee hiring, onboarding, training, quality assurance, tool optimization, and team building.
Supervise and develop Team Captains through guidance, observation, and performance management activities.
Join Team Captains on calls with clients, team huddles, or coaching sessions as needed.
Promote and foster a culture of continuous improvement by providing positive and constructive feedback.
Establish, promote, and maintain the Boldr culture within the organization.
Understand employee career growth aspirations to enable matching Boldr’s needs with employee abilities.
Act as the escalation point for Team Captains.
Uphold organizational values throughout the workplace.
Monitor achievement of internal and external KPIs and ensure Operational Excellence.
Identify performance issues, conduct root cause analysis, and work with operations to improve performance.
Coordinate necessary training and best practices related to Tools and Processes.
Onboard new hires to ensure they are fully ready to succeed in their role.
Provide ongoing support and knowledge sharing.
Obtain feedback from clients and team members on processes and tools for continuous improvement.
Provide input and communication to drive Client Success improvement enterprise-wide.