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Client Services Manager
WGBH
Boston, MA, United States
Job Details - this job has expired, please see similar jobs below
As part of the Local Development & Marketing department, the Data Services & Support team provides technical assistance and solutions to WGBH and other public broadcast stations. The support team is part of the database marketing group that manages membership and outreach campaigns, constituent services, and database/Customer relationship management services.
Position Overview
We are looking for a passionate Client Services Manager who will partner with our client stations to ensure their long-term success and act as a liaison between clients and the support staff. (S)he will also work with the team to help identify best practices, training, and development needs. The ideal candidate will be team-centered and hardworking, capable of thriving in a fast-paced and dynamic service-based environment.
Core responsibilities include:
• Drive client success by establishing collaborative relationships, prioritizing and directing strategy and managing client expectations
• Plan, direct and coordinate team work in order to ensure daily support tickets and longer-term projects are accomplished within defined scope and on time
• Expand the relationships with existing clients by continuously proposing solutions that meet their objectives.
• Manage and resolve any issues or problems faced by clients and handle concerns
• Create process documentation for each client’s specific CRM database.
• Communicate clearly and professionally with clients and internal partners, even when under pressure or in quickly evolving situations.
• Perform other duties & responsibilities as assigned by the Manager and/or Director
Skills Required
• Minimum of 2 years experience in client services and/or project management, or similar roles
• Excellent organizational skills with an ability to manage competing client and internal demands
• Proven problem-solving and negotiation abilities
• Strong communication and interpersonal skills with aptitude in building relationships with a diverse group of clients and colleagues at all organizational levels
• Experience providing solutions based on customer needs
• Analytical skills regarding technical and project management issues
• Desire to grow and take on new challenges and opportunities
• Experience using Salesforce or other relational database
• Ability to see trends and make recommendations for process improvements
• Practiced in the art of telling clients no, while still keeping them happy
Educational Requirements
Bachelors degree required.