Client Services Manager

Role Overview

• Ensure that clients receive a seamless, high-touch, white-glove service that aligns with GX’s brand promises.
• Be the central point of contact for clients, driving the client experience by coordinating with various internal departments, including Employee Onboarding, Offboarding, and Experience teams.
• Ensure client satisfaction, retention, and expansion through efficient service delivery and proactive relationship management.

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.