Client Services Manager (CSM)
YD Talent Solutions
- Noida, Uttar Pradesh
- Permanent
- Full-time
- Should be able to establish a Governance Model and define processes and templates for Change Management, Incident Management and Service Request Management.
- Should be able to manage client transactions and communications, coordinates across internal and external stakeholder and vendors globally.
- Should have experience in monitoring and measuring client satisfaction and Keep records, MOM and documentation of customer interactions.
- Should have experience in creating weekly, monthly and quarterly reports to determine whether KPIs and SLA are being met.
- Should be able to develop and oversee the implementation of client service protocols.
- Should have experience in maintaining the list of issues/enhancements, prioritize the list and resolve/address them in the planned release cycle.
- Should be able to support during customer audit/inspection.
- Should be responsible for overall health of the program in terms of deliveries and SLA.
- Should possess Safety System skills to support the team with incidents and configuration changes if needed.
- Should be able to prepare and execute business meetings - virtual, face-to-face, cross-functional, local, or global - to achieve required deliverables.
- Should possess strong documentation skills and exceptional interpersonal abilities.
- Should be able to multi-task, self-directed and independently handle multiple global stakeholders.
- Should have the ability and willingness to be flexible, adapting to the demands of the customers.
- Should be exceptional interpersonal skills to interact with a variety of stakeholders and foster cross-functional/cultural teamwork.
- Should be able to work in a fast-paced environment, maintaining flexibility and performing at a high level when faced with time constraints.
- Should have strong critical thinking skills to evaluate alternatives and present solutions consistent with business objectives.