The Client Services are often referred to as the “Face of VEDaaS” (VEDaaS is former AVOX data) as we are the first point of contact between VEDaaS and its clients. We are essentially project managers for each Client, and we oversee and manage the project throughout its lifecycle. Each Client Services Manager will manage a portfolio of clients, which can include banks and financial institutions, around the world, and will act as the main point of contact between VEDaaS and the Clients. We are a client facing team, which means we need excellent customer service skills.
SOME OF DAILY TASKS YOU WILL PERFORM:
- Proactively manage the day to day relationship and project delivery across a portfolio of clients
- Provide subject matter expertise (“SME”) support to Sales and prospective clients during Presales, Sales stages as well as internal stakeholders
- Onboard current VEDaaS Clients according to the terms and services outlined in their contracts and service level agreements
- First line of contact and relationship management,
ensuring client service excellence that exceeds expectations
- Answering VEDaaS client queries through multiple channels including email, telephone and online ticketing systems
- Coordinate and manage client deliveries with Production Team Leaders and changes in client business requirements with Change, Product and IT
- Direct Presales work (POC) in conjunction with Business Solutions where applicable
- Identify and report non-BAU client activity to Business Solutions and subsequently provide SME support to see request through to delivery
- Ensure regular MI, KPIs and Review Packs are produced, made available for client review and presented if required
- Proactively conduct regular checkpoint meetings and client reviews, both on (video) conference calls and face to face.
- Reviewing and responding to client feedback
- Ensuring adherence to ISO 27001 information security when communicating with external clients.
- Conduct Bu