Client Service Manager - Vice President

Client Service Lead

Join our dynamic team as a Client Service Lead, where you will play a pivotal role in managing and developing a team of Client Service Account Managers. As a Client Service Lead within Payments, you will manage a team dedicated to providing exceptional client-facing support. You will act as a primary contact, building partnerships to understand client needs and ensuring service excellence. Your role will involve coordinating internally to monitor relationship health and advocate for client satisfaction.

Job responsibilities :

• Manage and develop a team of Client Service Account Managers (CSAM) through hiring, training, and coaching.
• Navigate the organization to achieve outcomes for clients and stakeholders.
• Conduct weekly staff meetings and quarterly check-ins with GCB / Payments Sales partners.
• Act as a customer advocate to enhance service quality across product and operational areas.
• Maintain direct client relationships, resolve issues, and monitor client SLAs.
• Track client requests in real-time and improve case data quality.
• Analyze client data to identify trends and develop long-term strategies.
• Perform quality controls, monitor KPIs, and guide product quality control.
• Serve as a high-level contact with strong product knowledge.
• Ensure processes align with specifications and meet financial and headcount targets.

Required qualifications, capabilities, and skills :

Preferred qualifications, capabilities, and skills :