A Client Services Manager (CSM) at KMC is focused on maintaining exceptional relationships with Clients in order to provide best-in-class client experience. Our CSMs act as the overall liaison between the Client and all components of KMC’s Talent as a Service internal operations to ensure excellent service delivery. As an imperative, the role must drive successful operational build out and expansion and resolve issues and concerns by providing sound resolutions through a structured or data-driven approach, while still observing flexibility.

Representing KMC effectively with comprehensive knowledge of our service offerings
Day-to-day account and Client relationship management, with focus on
Guiding the Client in account onboarding functions and initial program set up
Analyzing account performance and provide reports and presentations, including a Monthly and/or Quarterly Business Reviews using the company template
Ensuring KMC receives regular Client feedback and provide constructive feedback to Ops Management with proactive suggestions, including KMC’s scheduled Customer Satisfaction Survey twice a year
Undertaking initiatives to enhance Account Management performance and client satisfaction (and in turn Client retention)
Working with the People and Culture Department in managing initiatives to enhance employee satisfaction (and in turn Employee retention)
Building rapport and develop a strategic relationship with Client stakeholders
Learning the business model of the clients and provide value-add recommendations for the retention, growth, and expansion of the clients’ business.
Preparing the agenda and logistics for Client visits, as well as ensure attendance of key participants
Regularly attend Client meetings and participate in Client events
Communicating invitations, critical updates and announcements to Clients
Oversee/monitor our ticketing system to ensure deliverables are within SLAs
Ensuring timely billing and collections
Preparing standard renewal contracts and basic contract amendments
Conducts regular site visits with Clients to be involved in status checks/meetings with Clients
Maintaining accurate and complete account information in the company enterprise resource planning tool
Account offboarding functions and clearance
Leading project management activities as required
Organizing events for Clients as required
Completing administrative work as required

CLIENT SERVICES MANAGER IV

CLIENT SERVICES MANAGER IV

KMC Employee

A Friend of KMC