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Customer service outsourcing for high-growth companies

Client Services Manager - Remote

$60k – $90k • No equity
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Peak Support, a rapidly growing outsourcing and consulting firm serving some of today’s most innovative companies, is seeking a Client Services Manager to join our team.

Peak Support manages customer service and back office teams for high-growth companies. Teams range in size from 2 full-time agents to more than 50. Founded in 2015, we now have more than 200 team members in the Philippines and the U.S.

The Client Services Manager will play a key role in building out the client services function at Peak Support, as well as influencing the direction and growth of the company as a whole. This role is primarily focused on ensuring the success and growth of client accounts. The ideal candidate might be an account executive, customer experience manager, or management consultant with 3-5 years of experience, seeking an opportunity for career development and growth.

We are based in Cambridge, Mass. but the candidate could work remotely from anywhere in the U.S., as long as they are able to travel (typically every 2 months) to meet clients and/or connect with the rest of the Peak team.

RESPONSIBILITIES

Client services responsibilities include:
-Serve as the key point of contact for clients, eventually managing 8-10 accounts
-Ensure the team lead for each account has resources they need to succeed
Identify and execute on opportunities for growth or improvement within accounts
-Analyze data to ensure we are meeting our performance commitments to our clients. If the team slips, work with the team lead to understand how to get back on track
-Additional company-wide projects as needed

Because nearly all our clients come from referrals, we do not have dedicated sales roles, but the CEO, COO, and client services team all play a role in sales. Example sales responsibilities could include:

-Attend conferences and events to build relationships with potential customers
-Help build our sales process, including developing scripts and key messages; building sales materials; and iterating on our process of identifying and managing leads
-Work with the team to hold sales calls and draft sales proposals
-Identify potential clients and help develop sales strategies targeted to them (e.g. Account-Based Marketing)

CANDIDATE QUALIFICATIONS

The ideal candidate has 3-5 years of experience with customer service operations, sales, client services, or account management. The person should be an exceptional communicator; good with data; excited about joining a growing company; and aligned with Peak Support’s core values.

Specific qualifications include:

-Exceptional communication skills (written and verbal)
-Experience leading teams
-Ability to develop and manage relationships with clients
-Moderate to advanced aptitude for Excel & data analysis
-At least 3-5 years in customer service operations, sales, or account management.
-Experience scaling customer service teams is desirable, but not required