Equus is the leader in cloud-based mobility solutions - from move management, business traveler compliance, and more.
Client Services Manager
Location
United States
Posted
16 days ago
Salary
Not specified
Seniority
Senior
Job Description
Job Requirements
- Ensure the successful onboarding of assigned new clients by conducting presentations and adhering to our established processes and procedures to achieve full completion of their onboarding
- Own the client relationship and service. Develop and maintain strong, long-lasting relationships with clients, acting as their primary point of contact.
- Understand clients' business objectives and needs to offer tailored EOR solutions.
- Conduct regular check-ins and quarterly business reviews to discuss performance, gather feedback, and identify areas for improvement.
- Oversee and coordinate Employee Onboarding, Ongoing Service and Offboarding teams to ensure clients receive consistent, high-quality service.
- Implement and monitor SLAs (Service Level Agreements) to ensure that all service interactions meet the defined response and resolution times.
- Facilitate smooth onboarding processes for new employees by working closely with the Employee Onboarding team, ensuring compliance with local regulations and client requirements.
- Oversee the employee offboarding process to ensure it is conducted with professionalism, preserving positive relationships and adhering to all pertinent legal obligations.
- Bridge communications between clients and internal departments, ensuring transparency and clarity.
- Prepare and present regular service performance reports, including metrics such as employee satisfaction, onboarding/offboarding timelines, and issue resolution rates.
- Keep clients informed about new services, compliance updates, and any changes that may impact their business.
- Proactively identify potential issues and work with relevant teams to resolve them quickly and effectively.
- Efficiently resolve client issues, ensuring that all concerns are addressed in line with our company SLAs.
- Use data from client interactions and feedback to identify trends and recommend process improvements.
- Identify opportunities to expand services within client accounts, working closely with the Sales team to convert these opportunities.
- Develop and implement client expansion strategies, ensuring that clients are aware of the full range of EOR services available.
- Track and report client expansion metrics, such as additional services adopted and employee growth.
- Collaborate with clients to understand their future hiring needs and provide strategic advice on how to scale operations effectively through EOR services.
- Prepare and present the Quarterly Business Review with your Clients, ensuring all actions and outcomes are clearly summarised and completed.
- Work with internal teams to align service delivery with client business goals, ensuring that our services are positioned to support client success.
- Stay informed about industry trends and regulatory changes that may impact clients, offering proactive solutions and advice.
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