Director, Client Services

Client Services Manager

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Through brilliant people, innovative technology and operational excellence, TaskUs is the rocket fuel behind some of the soaring successes our clients have experienced!

The Client Services Manager in every instance you will be supporting today's fastest growing companies to scale their domestic and international operations. Every campaign is different, challenging, and ultimately rewarding as you monitor your team's growth. In addition to client success, you will play a direct role in the operational growth, change and innovation of the business with strategic initiatives. You will impact and witness first hand the company's annual revenue goals of 100% revenue growth year after year.

We believe that this role is "career defining" for the selected, motivated candidate. If you're ready to soar, contact us today!

Responsibilities (including, but not limited to):

• Manage with autonomy two strategic campaigns and up to three non-strategic accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams' performance. Manage one client services manager with roll-up responsibility of their campaigns.
• Client Management (30%): Conducts weekly/monthly/quarterly business reviews. Is the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs. Conducts face-to-face meetings with clients, wherever they are, to effectively manage the accounts. With an ultimate aim of becoming a trusted partner for clients. Understanding their needs, desires and what is important for them to succeed.
• Financial Management (25%): Achieves annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance. Grows headcount, revenue and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract.
• Communication (20%): Able to charm and influence people across the world. Provides actionable feedback for improvement/course correction internally and externally. Comfortable influencing across teams/stakeholders. Professionally presents to groups and 1/1 and hosts engaging client visits.
• Operational Management (15%): Demonstrates an attitude where they roll-up-their-sleeves and handle issues that arise. Achieves expectations for their team's contribution to the Contractual KPIs for each account. Reaches the Customer Satisfaction Score of 8+. Responsible for administration of internal/external reporting requirements.
• Strategic Management (10%): Strategizes with clients to ID opportunities for growth. Leads internal team to ensure we have focus on long and short-term objectives. Identifies risks and provides solutions that allow for innovation and change. Brainstorms with management/peers for best practices. Continuously drives performance enhancement and drives real value initiatives for clients.

Skills:

• Experience in managing international teams.
• Hands on experience with Process improvement and Project Management.
• Intermediate to advanced knowledge of Excel, Zendesk, Salesforce CRM, Salesforce Service Cloud and Quantitative modeling.
• Experience with other CRM, customer service technology and cloud hosted telephony a plus.
• Interest in how new technologies and businesses are changing the face of work.

Qualifications:

• Bachelor's Degree.
• 4+ years experience in a consulting and/or account management role or
• 4+ years experience in managing customer care, call centers and/or back office operations preferred or
• 4+ years experience in start-ups or high growth companies preferred.
• Responsibility for a P&L or Budget of at least $10MM.
• Experience in managing international teams.
• Experience managing direct reports.
• Hands on experience with Process improvement and Project Management
• Driven to self improve and extend spheres of knowledge and influence.
• Practical and action oriented.
• Ability to sell and be persistent and aggressive.
• Must be able to inspire and persuade people.
• Willing to work long hard hours, weekends.
• Must be able to commit up to 30% of the year traveling to our client's offices through the San Francisco bay area, and our offices in Santa Monica, CA (TaskUS HQ), the Philippines, (soon) New York City and (soon) Latin America.

TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs. In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.