Head Of - Client Services (SBU)
JOB DESCRIPTION
Reports to: Client Experience Director
Department: Client Experience (CX)
Employment Status: Full Time; salaried; exempt
Location: Global
Job Band: 8 Global Head
A LITTLE BIT ABOUT Boldr
- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
- We are a global team, united by our desire to connect diverse people with common values for bolder impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.
LET’S START WITH OUR VALUES
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships, we’ll always find EMPATHY
WHAT IS YOUR ROLE
We are six years into our journey and are excited to be evolving our approach to our Client relationships. As such, Boldr is deploying a Strategic Business Unit (SBU) focus.
The Head of our Client Services SBU will be responsible for co-creating the strategy and executing this strategy to grow our Client relationships. You will be responsible for identifying trends across our Client base and deriving themes from these trends. You will dive into research around the sectors that fall under this SBU and learn how typical business models and customer support work so that you can truly partner with our Clients. You’ll understand the technology landscape and ecosystems that support these businesses and know how we fit into their ‘stack’. The ideal candidate for this position is somebody with a strong entrepreneurial mindset to deliver on our day-to-day KPIs and proactively make recommendations to our Clients to support them in their business and build true partnerships.
In this role, you will have the opportunity to engage with Clients in pre-sales and post-sales. You will be responsible for the overall health of this industry business unit.
We’re looking for a self-starter, hard-working, and dedicated team member to jump in and be a key part of our Client Experience team.
In this role, you are responsible for maintaining and nurturing Boldr’s Client relationships and developing and empowering Boldr’s CX Managers to succeed. You will act as a business owner, taking full accountability for the success of your Clients and team members, ensuring they are fully equipped to meet our clients' commitments and do so with the highest quality.
You will help foster a healthy working environment for our team members. You will represent Boldr to our Clients and act as our internal Client across various departments. You will need to be laser-focused on our operational performance and daily management and mentorship of global Client Experience Managers.
WHAT WILL YOU DO
Processes
- Develop and maintain an authentic relationship with Top Tier Clients and internal stakeholders.
- Execute reviews of our operational performance with Client stakeholders and Boldr leadership when needed.
- Work seamlessly with different departments namely: Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations.
- Communicate and resolve complex inquiries and concerns objectively, valid, complete, and timely.
- Help review and approve MSAs and SLAs created by the CX and contracts teams.
- Manage a team of Client Experience Managers and monitor compliance against SLAs and achievement of Client KPIs.
- Partner with Client Experience Managers to ensure documentation is constantly updated and identification of process improvements are sourced with the Team Captains and their teams.
- 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, and keep updated all Client information (Company and Contact) in Hubspot.
- Follow up with clients on invoicing, pricing discrepancies, and other billing-related issues, as well as accounts receivable.
People Management
- Supervise and develop Client Experience Managers through guidance, observation, and performance management activities.
- Join the Client Experience Managers on calls with the Client, team huddles, or coaching sessions to stay updated with all Client and team developments.
- Taking steps to ensure learning and growth through development plans and, when necessary, progressive counseling.
- Promote and foster a culture of continuous improvement by providing positive and constructive feedback to team members.
- Establish, promote, and maintain the Boldr culture within the organization.
- Understand team member career growth aspirations to enable matching Boldr’s needs with team member abilities.
- Act as the escalation point for the Team Captains.
- Responsible for upholding our organization’s 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 on KPIs through motivating, guiding, and holding local operations managers accountable for following SLA.
- Act as a change agent, supporting the successful implementation of company-wide policies, procedures, and tools.
Tools, Administration, and Reporting
- Familiarity with Google Suite of Services is a must for this role.
- Gmail, Drive, Sheets, Slides, and Docs are used heavily in Boldr
- Experience with Hubspot is a plus.
- Maintain Client schedule (Weekly Updates, MBRs, QBRs, Implementations), collect feedback, and drive necessary actions to completion.
Training
- 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.
Ongoing support and knowledge sharing
- Obtain feedback from Clients and team members on processes and tools to ensure continuous improvement
- Provides input and communication to drive Client Success improvement for all Clients, enterprise-wide
WHAT WE’LL LIKE ABOUT YOU
You are...
- Curious and authentic, just like us! #beboldr
- An excellent communicator across all stakeholders
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about Client satisfaction
- Proactive and self-motivated
- Borderline obsessive, curious, keen to learn, grow, and inspire to share your skills and talents with the team.
- A confident yet humble servant leader who is self-aware and willing to ask for help
- A quick learner
- Adept at giving as well as taking direction
- Able to understand and prepare for the impact of a simple “yes”; able to provide alternative solutions when “no” is necessary
- Able to DO and DELEGATE; understand the different circumstances where each is necessary
- Purposeful with a sense of urgency
- Able to connect with team members, Clients, and internal customers
- Able to manage conflict, redirect differences towards a common goal
You have the ability to...
- Focus on listening and understanding what other people are saying, ask questions as appropriate, and not interrupt at inappropriate times.
- Maintain an open dialogue with the organization's external and internal Client partners in both positive and negative situations.
- Read, research, and draft letters, emails, and documents.
- Identify complex problems and review related information to develop and evaluate options and implement solutions.
- Speaking in a public setting and delivering presentations to individuals and groups.
- Cope effectively with losses or rejections by moving on to other challenges and learning from past experiences.
- Use all Google Suite products.
Your experience includes…
- 4+ years in a Client facing role
- 4+ years of knowledge of BPO, Staffing, Tech, or other Business Service Industries
- 4+ years of people management experience
