Client Services Manager

Job Purpose:       

The Client Services Manager will be the conduit between our tech team at XCaliber and clients using our software. They will be charged with creating workflows, procedures and helping to build the Client Services side of the business.

 

Reporting to:        Commercial Director

Based:                    Sliema, Malta

 

What would I be responsible for?

 

STRATEGIC PILLARS MEASURES (30%)
Manage project costs, budgets and client expectations
Plan for staff expansion within the Client Services team
Work with the wider tech team to bring ideas into the mix, offer suggestions, research, ability to share & constantly learn new technology.
 

OPERATIONAL OBJECTIVES (30%)
Anticipate and make recommendations for client needs
Coordinate projects by communicating effectively with client & technical team to follow all steps to ensure project stays on track.
Managing budgets and timelines for Client Service Team
Providing clients with timely updates and status
Managing the Client Services team

 

COMMUNICATION 15%
Working with the Commercial Director to staff and organise the Client Services team in order to best service clients’ needs
Keep ahead of the curve with technological developments, bringing new ideas to the table for long-term growth of the products and services
Helping staff members grow in their positions while offering the best service
Providing clients with timely updates and status
Providing monthly/weekly updates to Senior Management Team

 

RELATIONSHIPS (15%)
Maintain close working relationship with Commercial Director, planning for new/existing clients
Work with the CS team ensuring ‘best practices’ are followed
Manage and mediate with clients when necessary
Manage, empower and nurture Client Services team

 

COMPANY VALUES & TEAM MANAGEMENT (10%)
Responsible for Team staffing
Responsible for management of Goals & Objectives and Performance Review Process for direct reports
Demonstrate and promote company culture and values
Coach & develop direct reports: provide consistent and regular development feedback
Responsible for Career & Succession Planning for the team
Foster and develop direct reports and team
Effectively manage the team, ensuring effective use of resource
Manage function overhead budgets

 

EXPERIENCE:

Typicallily 3 years of experience in a B2B related role
Proven experience from use of numerous Back-Office software systems
Relevant qualification in business-related field
Ideally experience from the affiliate/gaming industry
Experience from of Photoshop, HTML editing beneficial

 

SKILLS:

Must have strong follow-up skills.
Must have excellent problem solving, organizational, written & verbal communication.
Experience from of Photoshop, HTML editing beneficial
Language skills: English fluency required

 

ABILITIES

Travel as required
Ability to multi-task
Ability to maintain diary, with intermittent ad-hoc required

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