Sr. Client Success Manager

SEBPO is seeking an experienced Senior Client Success Manager. In this highly visible role, you will work directly with clients on multiple projects across various industries. As the SME on Client Relationship Management within the organization, this position is responsible for the success of our partnerships while being the internal expert on each client relationship.Reporting to the Vice President of Client Success, this role ensures that the client's objectives and issues are met with anticipatory service, deliverables are on time and of high quality, and internal stakeholders are engaged appropriately.ESSENTIAL DUTIES AND RESPONSIBILITIES:Manage accounts of higher organizational and strategic valueResponsible for the management of day-to-day service delivery within a multi-shore environmentProvide high-touch support for clients in a variety of industries such as Digital Ad Operations, Digital Creative Services, Data Solutions, Media Planning, and Quality AssuranceMaintain executive level communication with existing POCs in order to manage evolving client expectations, needs, and priorities to ensure client satisfactionEngage andor lead cross-functional projectsWork with company resources located in Bangladesh and El Salvador to ensure day-to-day service is effectively meeting client needs and value is being recognized by clientConsultcollaborate frequently with internal and external contacts to ensure alignment on priorities and projectsIdentify growth opportunities in existing partnerships and collaborate with the Sales & Account Management Teams on strategyHandle service escalations from internal and external clients and take appropriate action for resolutionMonitor daily workflow of client team, review data for trending, recommend improvements, establish process and proactively identify and resolve issuesProvide & analyze reports to clients and delivery team to identify trends and inefficienciesAssure that problems, questions, or concerns from clients are handled appropriately - escalated, tracked, reported, and resolved with client follow-upGather client feedback through regular communications and follow up. Assure that client retention risks are highlighted, and that proper urgency and escalation steps are takenMentor Delivery Center leadersAdherence to standard practices and client contractual commitmentsHost client calls, meetings, and formal business reviews both onsite and offsite with leaders within our clients' organizationsMentoring Client Service Manager in day- to- day activitiesGenerate ideas for and document Standard Operating ProceduresOther duties and responsibilities as assignedQUALIFICATIONS:5+ years' experience directly managing client relationships, ideally with US based clientsMastery of American English - both written and verbal. Native fluency is a must.Ability to travel to the US as needed for meetings with clients and US-based management.Must be able to work permanently Monday through Friday, 8:30 am to 5:30 pm Eastern Time (New York Time Zone; GMT -5) and some holidays.DEMONSTRABLE SKILLS:Strong interpersonal and communication skillsGood listener, especially when problems ariseProactive with a high sense of urgencyOrganized: ability to manage multiple clientsprojects at same timeAbility to align with the client to propose viable solutions to problemsStrong negotiation with internal and external partnersStrong analytic skillsFast and independent learnerEasily adapt to changeComfortable talking to high-level client representatives and internal C-level leadersAction oriented and able to work independentlyExperience preparing and presenting client business reviewsExperience monitoring key performance indicators and service level agreementsAbility to treat every customer as if they are the only customerDesire to learn globalization by working closely with a delivery organization that that is located in Central Asia and Latin America and management located in the United StatesAccountability is a mustExperience working with other cultures across the globe a plus, especially American, Asian and Latin AmericanExperience in Digital Ad Operations, Creative Services, or Media Planning a plusEDUCATION AND EXPERIENCE:Bachelor's Degree in business, communications or a related field.5+ Years' Experience in a High-Touch Client Services Environment

Created: 2025-02-21