Client Services Manager Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a client services manager. Feel free to use our client services manager job description template to produce your own. We also provide you with information about the salary you can earn as a client services manager.
Who is a Client Services Manager?
In relation to client services management, customer service is the providing of services to customers before, during, and after a purchase. Employees who can adapt to the personality of the guest are critical to the perceived success of such encounters. Customer service is critical to an organization’s ability to create money and revenue from the perspective of an overall sales process engineering endeavor. Customer service is also important for increasing and retaining customer loyalty, which is defined as a customer’s willingness to do business with a firm again in the future. One positive customer service encounter might alter a customer’s entire impression of the company.
A client services manager, also known as a customer relations manager or a customer service manager, is a professional who assists businesses and consumers in fulfilling orders, resolving issues, and answering queries. A client services manager, according to the Education Portal website, operates as a liaison between a company and its consumers. Client service managers are frequently found in retail or distribution channel businesses. Coordinating order fulfillment and customer satisfaction operations is one of her key responsibilities. Developing customer service policies and resolution methods to cope with complaints is common in retail. A client services manager organizes the service experience for trade channel buyers in a manufacturing or wholesale organization.
When a front-end employee is unable to resolve a service issue, the client service manager is usually the first point of contact. If a client has a negative experience with his first contact, the client services manager intervenes to listen, investigate the issue, and strive toward a suitable resolution. A manager in this position frequently has the authority to offer an angry client free items, services, or vouchers in order to make things right. In other firms, the client services manager is more involved in customer service. The guest services manager of a hotel, for example, might provide information on the property’s amenities, neighboring attractions, and other valuable information. Hotel amenities, surrounding attractions, and other helpful information. A client services manager in an electronics store might spend time with a new customer to help him get started with his new device.
A client services manager makes sure that a customer is satisfied with the company’s products and services. You are an employee of the company as a client services manager, yet you and your department represent the customer. Because you’re in charge of a larger customer service team, you’re also responsible for employee training and ensuring that the department follows all business processes and rules. Customer satisfaction surveys and other types of research are frequently used by client service managers to assess overall client satisfaction and address areas of concern. A client services manager of a country club, for example, would perform annual member surveys to determine how satisfied they are, which features of the club they enjoy, and which areas of the club should be improved. This is a vital role in ensuring or improving future guest happiness.
A client relations manager develops relationships with a company’s clients and customers, offers guidance and advice, and ensures that all of the customer’s demands are addressed. The client relations manager may handle the customer’s account, make service plan recommendations, track metrics and statistics, and act as a liaison between the customer and the company. The ideal candidate will have outstanding active listening and communication skills, as well as exceptional personal presentation, civility, and tact, as well as the ability to work under pressure. When dealing with client demands, the outstanding client services manager should provide prompt solutions, build long-term and consistent connections with clients, demonstrate initiative and drive, and aid in the development of marketing materials and sales plans.
The customer relations manager’s job description varies by industry. A client relations manager for an advertising agency, for example, might present a marketing plan, outline the approach, and act as a go-between, providing an overview of branding, advertising, or community outreach options, taking the customer’s feedback to the agency, and assisting in the refinement of services to meet the client’s needs. A client relations manager for a commercial customer in the banking industry could provide advice on various financial products and services, directly handle business transactions, and arrange for loan servicing as needed. A client relations manager in the retail industry would most likely be a vendor representative, giving product recommendations to clients and offering advice on merchandising and promotional opportunities. In summary, a customer relations manager ensures that every client is satisfied with his company’s relationship with them, and takes steps to improve ties and troubleshoot issues if they develop.
Client Services Manager Job Description
Below are the client services manager job description examples you can use to develop your resume or write a client services manager job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
The duties and responsibilities of a client services manager include the following:
- Improve customer service, increases consumer engagement, and promote organic growth.
- Take responsibility for your client’s problems and sees them through to completion.
- Establish a defined mission and deploy techniques to achieve it.
- Create procedures, regulations, and standards for customer service.
- Keep detailed records of all customer service interactions and discussions.
- Compile reliable reports by analyzing statistics.
- Maintain existing customers and expands our customer base.
- Recruit, mentor, and develop customer service agents, as well as cultivate an environment that encourages and empowers them to succeed.
- Keep up with market trends and applies best practices to areas where you can improve.
- Manage resources and make use of assets to achieve qualitative and quantitative goals.
- Follow and manage the budget that has been approved.
- Maintain a well-organized workflow based on priorities.
- Recommend various product options to customers.
- Meet with management on a regular basis.
- Update client information.
- Create policies for customer service.
- Train junior customer service representatives.
Qualifications
- A bachelor’s degree in business administration or a similar subject is required.
- 5+ years of prior customer service experience
- Experience in a management position is necessary.
- Excellent communication skills as well as the ability to anticipate consumer needs
- Must be able to think critically and analytically.
- Should have good problem-solving abilities as well as the capacity to make sound decisions.
- Superior time management and organizational skills Knowledge of customer service programs and databases, or the ability to quickly pick up new software
- To ensure that the business provides a cutting-edge client experience, innovative and creative thinking talents are required.
- The ability to communicate in a second language is advantageous.
Essential Skills
To be successful, client service managers need to have a diverse set of talents. Basic computer skills are required, as managers frequently connect with employees and clients via the internet and prepare reports using computer software applications. They must also be able to present their findings in reports or presentations. A client services manager’s additional talents include:
- Ability to communicate: A client services manager’s communication skills are crucial because they will contact clients and team members on a daily basis. They should be able to listen to their clients’ concerns and come up with a solution, as well as communicate effectively with their personnel.
- Leadership Skills: Client service managers should have good leadership abilities in order to manage other staff and feel at ease discussing any difficulties that may emerge. They’ll work with staff to develop goals and make sure that each member achieves them every month or quarter.
- Creativity: Client service managers should be able to come up with new tactics to improve performance as necessary. This could involve increasing customer satisfaction or achieving sales targets. They’ll also need to be able to resolve client complaints in a way that benefits both parties.
- Ability to set and meet deadlines: Client services managers may be required to set monthly and quarterly targets for their teams. They must set suitable deadlines and communicate with personnel to ensure that they will meet the goals. Client service managers may be required to report to top management and clients on their progress toward their objectives.
- Detail-oriented: Client service managers must pay close attention to details. They may be in charge of a number of client accounts and need to double-check the specifics of each one before signing a contract. They should also double-check the facts with the client to ensure that there are no mistakes on either side of the contract.
The following are some more relevant skills:
- Proven experience as a Customer Service Manager.
- Retail Manager, or Assistant Manager experience.
- Excellent grasp of management methods and approaches
- Working understanding of customer service software, databases, and tools.
- Proficiency in English
- Client-facing abilities
- Advanced troubleshooting and multitasking abilities are required.
- A focus on customer service.
- Skills in marketing and sales strategy.
- Literacy on the computer
- Behave in a calm, courteous, and professional manner.
- Self-motivated and dependable.
- Business knowledge in general.
- A strong focus on customer service.
How to Become a Client Services Manager
- Consider Education
To work as a Client Services Manager, you do not need any specific qualifications. A degree in Business Management, Commerce, Accounting, or a comparable discipline, on the other hand, may be useful. So, if you want to be a Client Services Manager, one of the first things you should think about is how much schooling you’ll need. 72.5 percent of Client Services Managers hold a bachelor’s degree, according to our research. In terms of higher education, we discovered that 10.4% of Client Services Managers had earned a master’s degree. Despite the fact that the majority of Client Services Managers have a college diploma, it is feasible to become one with only a high school diploma or GED. Companies prefer that you have a business bachelor’s degree, although they may accept a high school diploma with five or more years of equivalent experience. Business management, interpersonal communications, or public relations training or education can provide background and understanding on the most successful ways to communicate with clients. It’s also a good idea to get some training in the field you’ll be working in. A client relations manager for a pool service firm, for example, would benefit from knowing about general pool care, maintenance, and typical difficulties. Higher degrees of education and professional certifications, like in most occupations, usually lead to higher-paying jobs or the possibility of managing positions.
- Obtain a degree
Managers of client services should have a high school diploma or its equivalent. A bachelor’s degree in a relevant discipline, such as information management, marketing, or business, is preferred by many employers. Internships are common in these degrees, which might provide candidates an advantage when searching for jobs if they have prior experience. When looking into how to become a Client Services Manager, picking the right major is crucial. When we looked into the most prevalent majors for Client Services Managers, we discovered that they mostly earned Bachelor’s or Associate’s degrees. Master’s degrees and high school diplomas are two more degrees that we frequently see on Client Services Manager resumes.
- Get some experience
In some circumstances, prior expertise providing client support in a specific field is required. You might find that previous work experience will assist you in becoming a Client Services Manager. Many Client Services Manager positions, in fact, need previous experience in a capacity such as an Account Manager. In the meantime, many Client Services Managers have worked as Customer Service Representatives or Account Executives in the past. Work in a customer-facing position for at least five years. It’s also a plus if you’ve had prior leadership experience.
- Acquire credentials/certifications
For individuals who want to expand their knowledge of the position, there are client services manager certifications available. While they are not required by every company, they might be advantageous to have while competing for a job. These can be completed online by prospective client service managers, who can then print or email the certificate to employers as verification. Listed below are some of the most prevalent certifications:
Certified Customer Service Manager: This certification improves a client service manager’s awareness of how to handle customers while also providing sales strategies to the manager. Before being accepted into the online course, they must apply for this and be approved.
Customer service manager certificate: Problem-solving, client loyalty, and communication skills are among the subjects covered in the Customer Service Manager Certificate program. This credential is available online for aspiring managers.
Certified support manager: This training teaches managers how to strengthen their leadership and technology support skills. The course lasts four and a half days and is only available in a few locations.
Where to Work as a Client Services Manager
Client service managers are frequently found in retail or distribution channel businesses. Many Client Services Managers work in the retail, distribution, healthcare, insurance, or financial planning industries to guarantee that clients receive excellent service while the company meets its sales targets. A Customer Service Manager will supervise the customer service activities of a team of Customer Service Representatives. They’ll also collaborate with managers from other departments as needed to handle consumer complaints or concerns. Client services managers, in fact, can work in any establishment’s customer care department.
Client Services Manager Salary Scale
A client services manager’s income is determined by the industry they work in, their level of experience, and their location. With more experience, there may be opportunities to increase your compensation. As of, the average Client Service Manager pay in the United States was $63,546; however, salaries frequently range from $54,949 to $73,870. Salary ranges rely on a variety of things, including schooling, certifications, supplementary talents, and the number of years you’ve worked in your field.
In Nigeria, a Customer Service Manager earns roughly 436,000 NGN each month. Salaries range from 209,000 NGN to 684,000 NGN (lowest to highest) (highest).. This is the monthly average pay, which includes housing, transportation, and other benefits. Salary for Customer Service Managers varies greatly depending on experience, abilities, gender, and region.