Assistant Manager Client Services
2 weeks ago
Position Overview:
We are seeking a dynamic and motivated Assistant Manager to join our Client Servicing team in Publication Support dept.
The Assistant Manager will play a crucial role in ensuring the highest level of satisfaction and engagement among our clients, while also contributing to the growth and success of our organization.
Key Responsibilities:
Client Relationship Management:
Build and maintain strong, long-lasting relationships with clients through regular communication and effective problem-solving.
Act as the primary point of contact for clients, addressing inquiries, concerns, and requests in a timely and professional manner.
Proactively identify opportunities to add value to client projects and propose relevant services or solutions.Project Coordination and Oversight:
Collaborate with internal teams, including Editorial, Production, and Quality Assurance, to ensure seamless project delivery and adherence to client requirements.
Conduct regular project reviews and post-project evaluations to identify areas for improvement and implement corrective actions as necessary.
Sales Support and Business Development:
Assist in the development of proposals, presentations, and other sales materials to support business development efforts.
Contribute to the development and execution of strategic initiatives to expand the client base and increase revenue streams.
Client Feedback and Quality Assurance:
Gather feedback from clients regarding service delivery, quality, and overall satisfaction, and communicate findings to relevant internal stakeholders.
Work closely with the Quality Assurance team to address any client concerns or issues related to service quality and implement corrective actions as needed.
Monitor client satisfaction metrics and KPIs, analyze trends, and recommend improvements to enhance the client experience.Team Collaboration and Leadership:
Foster a collaborative and supportive team environment by sharing knowledge, best practices, and resources with colleagues.
Provide guidance, mentorship, and training to junior team members to support their professional development and growth.
Serve as a positive role model and ambassador for the company culture, values, and mission.
Team Management:
Lead and manage a diverse team of 15 members, including Expats, PhD holders, and experienced professionals from the publication industry, fostering a culture of collaboration, accountability, and continuous learning.
Provide leadership, guidance, and mentorship to team members, helping them develop their skills, achieve their goals, and maximize their potential.
Oversee team performance, productivity, and workload distribution, ensuring equitable assignments and resource allocation to meet client needs and organizational objectives.
Conduct regular one-on-one meetings, performance evaluations, and career development discussions with team members to provide feedback, address concerns, and support their professional growth.
Promote a positive and inclusive work environment that values diversity, respects individual differences, and encourages open communication and teamwork.Collaborate with HR and senior management to recruit, onboard, and train new team members, as well as to implement retention strategies and succession plans to maintain a high-performing team.
Qualifications:
Proven experience in client servicing, account management, or sales support roles, preferably within the publishing, scientific, or academic industry.
Strong interpersonal and communication skills, with the ability to interact effectively with clients, colleagues, and stakeholders at all levels.
Excellent organizational and project management abilities, with a keen attention to detail and the ability to manage multiple priorities simultaneously.
Demonstrated problem-solving skills and the ability to think strategically to anticipate client needs and deliver innovative solutions.Proficiency in Microsoft Office Suite and CRM software; experience with project management tools is a plus.
Knowledge of publication processes, scholarly communication trends, and industry best practices is desirable.
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