Client Services Manager

About the role

MCI is seeking a Client Services Manager to join our dynamic team. This role serves as the primary point of contact for assigned client accounts, ensuring exceptional service delivery, fostering strong client relationships, driving operational improvements, and identifying opportunities for account growth.

Responsibilities

• Act as the primary liaison for assigned clients, ensuring their needs are met with professionalism and efficiency.
• Oversee service delivery to ensure alignment with client expectations, service level agreements (SLAs), and key performance indicators (KPIs).
• Conduct regular business reviews and present performance updates to clients.
• Collaborate with internal teams including operations, quality assurance, and training to resolve issues and enhance service delivery.
• Identify and pursue opportunities for account expansion and recommend value-added services.
• Manage client onboarding, transitions, and change requests to ensure a seamless experience.
• Monitor client satisfaction and proactively address concerns to maintain strong, long-term partnerships.
• Support internal process optimization to uphold consistent service quality.

Qualifications

• Demonstrated experience in client services, account management, or operations.
• Strong interpersonal and communication skills with the ability to build trust and influence stakeholders.
• Excellent organizational and problem-solving abilities.
• Proven ability to manage multiple priorities and collaborate across departments.
• An analytical mindset with strong attention to detail.
• Familiarity with KPIs, SLAs, and client reporting processes is a plus.