naukri
Senior Client Services Manager
Meeza Qstp LLC
Doha, QAT
Senior
7 months ago
LeadershipStrategic PlanningBudgetingTeam ManagementPerformance ManagementProject Management
Free
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LeadershipStrategic PlanningBudgeting
About the Role
Manage client services by fostering collaboration, enhancing satisfaction, and driving operational excellence through strategic leadership and effective communication.
Key Skills for This Role
LeadershipStrategic PlanningBudgetingTeam ManagementPerformance ManagementProject Management
Full Job Posting
Managerial Responsibilities
- Provide input during the development of the department s strategy, goals, initiatives, and plans and monitor their execution.
- Foster a collaborative culture within the department that encourages the sharing of feedback and insights across different functional areas to enhance client service delivery.
- Initiate and facilitate regular inter-departmental meetings to ensure alignment of objectives and seamless communication regarding client projects and expectations.
- Manage day-to-day activities and operations, recommend potential improvements, and ensure proper documentation and implementation of all policies and procedures.
- Assist in the development of the annual budget, including all financial and staff requirements for the department.
- Provide coaching, guidance, and support to employees in the execution of their work and ensure proper knowledge transfer to develop them and improve their performance.
Functional Responsibilities
- Facilitate and coordinate internal technical professionals and provide leadership to achieve client satisfaction and operational excellence.
- Develop and maintain strong relationships with clients, ensure that their needs are being met and expectations are exceeded.
- Proactively engage with clients to understand their evolving business needs and align MEEZA s services, accordingly, ensuring a proactive, not reactive, approach to client satisfaction.
- Create and utilize client satisfaction metrics and feedback mechanisms to drive continuous improvements in service delivery and share insights with relevant departments to spur organizational learning.
- Engage in strategic discussions with clients to identify new opportunities for service enhancement and collaborate with the Sales and Technical Development teams to realize these opportunities.
- Act as a commercial advocate, ensuring that client engagements are nurtured not just for immediate satisfaction but for long-term value creation and revenue growth.
- Champion the voice of the client within MEEZA, ensuring that client feedback and satisfaction are integral metrics in organizational performance assessments and strategy development.
- Collaborate with cross-functional teams to ensure timely delivery of client projects and resolve any technical or operational issues.
- Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.
- Develop and monitor key performance indicators (KPIs) to measure and analyze the effectiveness of the team s performance and make recommendations for improvement.
- Monitor the delivery of services to ensure that they meet agreed-upon service levels by tracking incidents, requests, and changes to services.
- Coordinate incident management and problem resolution activities by ensuring that incidents and problems are appropriately escalated and resolved in a timely manner.
- Support the external supplier management process for partners/vendors/suppliers engaged on the named accounts.
- Act as a single point of contact for the delivery process for IT service solutions on the named accounts.
- Publish regular reports/management information on the status of service performance.
- Work with PMO to manage the delivery and implementation of complex technological solutions to clients and subsequent transition to in-life support.
- Stay up to date with industry trends and emerging technologies to ensure MEEZA s offerings remain competitive and innovative.
- Liaises with different departments about client queries to resolve any issues that arise.
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