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Assistant Manager Client Services

4 months ago

Mumbai Metropolitan Region, India Enago (Crimson Interactive) Full time

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.
  • Monitor project timelines, milestones, and deliverables to ensure timely completion and client satisfaction.
  • 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.