Client Services Manager

About the position

Responsibilities:

Client Relationship Management

• Manage and nurture overall client relationships, building strong rapport with clients and their teams
• Act as the primary point of contact for client communication and service oversight
• Ensure contract adherence and governance across all client engagements
• Set clear expectations and consistently deliver against agreed outcomes
• Proactively introduce initiatives to grow client revenue and profitability
• Handle customer support issues effectively, ensuring high levels of client satisfaction

Strategic Responsibilities

• Partner with clients to understand business objectives and anticipate future needs
• Analyse data, market insights, and industry trends to provide actionable recommendations
• Identify risks and proactively implement mitigation strategies
• Stay informed of industry best practices and apply them across client solutions
• Collaborate with cross-functional teams to drive continuous improvement

Tactical Responsibilities

• Interpret and manage KPIs, SLAs, and contractual deliverables
• Oversee project implementation from initiation through to completion
• Ensure accurate and timely communication throughout project lifecycles
• Act as both client advocate internally and company representative externally
• Support billing processes, ensuring accurate and timely monthly invoicing
• Set up and manage customer information within OPACS/ERP systems
• Demonstrate strong problem-solving and innovative thinking in day-to-day operations

Requirements:

Qualifications & Experience

• Bachelor's degree (essential)
• Minimum 2+ years' experience using a case management system (Salesforce preferred)
• Proven experience in a SaaS environment, supporting a diverse portfolio of software products
• Demonstrated experience managing complex client issues and escalations
• Experience in 3PL (Third-Party Logistics), particularly with premium brands (highly advantageous)
• Exposure to Continuous Improvement and Project Management methodologies (preferred)

Technical & Professional Skills:

Strong computer proficiency, including:Microsoft Word, Excel, PowerPoint, and Outlook
Excellent communication skills with a strong command of English
Strong analytical and problem-solving abilities
Ability to manage multiple priorities in a fast-paced environment
High attention to detail and organisational skills
Strong stakeholder management and collaboration skills

Working Hours: 14:00pm to 22:00pm

Please note that this position is fully remote.

Desired Skills:

• Communication skills
• Fast paced environment
• Client relationships
• Strong business ethics
• Customer support
• Problem solving
• Market research
• KPI's
• SLA's
• Innovative thinking
• OPACS/ERP
• Salesforce
• SaaS environment
• 3PL
• Project management
• Computer proficiency

Desired Qualification Level:

• Degree

About The Employer:

We are seeking a dynamic and client-focused Client Services Manager to oversee the full client lifecycle - from onboarding and implementation through to ongoing relationship management, service delivery, and billing oversight.

In this role, you will be responsible for ensuring a seamless and high-quality client experience by managing day-to-day interactions, supporting operational processes, and collaborating with internal technical teams to resolve complex issues. You will play a key role in transforming client requirements into efficient, well-orchestrated service delivery that enables clients to exceed their own customer expectations.

This position requires a highly organised, proactive individual with excellent communication skills, strong attention to detail, and the ability to perform effectively in a fast-paced, high-pressure environment.