Customer Service Manager

The Customer Service Manager oversees the customer service function while managing key client relationships and driving strategic account growth. This leadership role is responsible for guiding the customer service team, developing account strategies, and ensuring a high level of client satisfaction, retention, and revenue expansion. The position requires strong leadership, strategic thinking, and proven ability to balance customer support with business development objectives.

Essential Duties and Responsibilities
Leadership & Team Management

• Lead, coach, and develop the customer service team to deliver exceptional client support and meet performance targets.
• Establish service standards, processes, and training to ensure consistent, high-quality customer interactions.
• Monitor team performance through KPIs and provide ongoing feedback and professional development.
• Partner with senior leadership to align customer service operations with company goals.

Client Relationship & Account Management

• Serve as senior-level point of contact for key strategic clients, maintaining strong, trusted relationships.
• Oversee account planning, client engagement, and long-term relationship management.
• Resolve escalated client issues promptly and effectively to ensure retention and satisfaction.
• Collaborate with internal teams to ensure seamless service delivery and alignment with client needs.

Revenue Growth & Business Development

• Drive revenue opportunities through cross-selling, upselling, and contract renewals.
• Lead contract negotiations and pricing discussions with strategic clients to secure favorable, long-term agreements.
• Provide consultative solutions tailored to client objectives, leveraging deep knowledge of company offerings.
• Track and report account performance, sales pipeline, and forecasted growth to senior leadership.

Strategy & Market Insight

• Develop and execute account strategies with clear goals for growth, retention, and performance.
• Analyze market trends, industry developments, and competitor activity to identify opportunities and risks.
• Provide input to product, marketing, and service teams to enhance offerings and meet evolving client needs.
• Deliver presentations, training sessions, and strategic business reviews to key clients and stakeholders.

Other Duties

• Perform additional responsibilities as assigned by leadership. Tasks may be expanded or modified to support evolving business needs.

Competencies

• Strategic Thinking
• Leadership & Coaching
• Analytical & Problem Solving
• Negotiation & Influence
• Communication & Interpersonal Skills
• Organizational & Planning
• Adaptability