Client Services Manager

E2M is not your regular digital marketing firm. We're an equal opportunity provider, founded on strong business ethics and driven by more than 300 experienced professionals.

Our client base is made of digital agencies that need help with solving their bandwidth problems, cutting overheads, and increasing profitability. We need diligent professionals like you to help us help them. If you're someone who dreams big and has the gumption to make them come true, E2M has a place for you.

This role will be based in Ahmedabad for the first 6 months, with the option to work remotely thereafter.

Job Profile:

As the Client Services Manager, you'll oversee client accounts retention and need to work together with Client Account Managers to increase client happiness score, fostering exceptional service delivery within our growing agency.

Key Responsibilities:

• Be the client contact on customer service front, ensuring outstanding customer experience.
• Work cohesively with Client Account Managers to uplift client happiness score.
• Work closely with clients to maximize value from our services.
• Act as a customer advocate, capturing feedback and communicating client requests.
• Efficiently manage time for customer satisfaction, feedback and handling escalations
• Develop and share best practices to enhance process quality and efficiency.
• Oversee client accounts strategically, providing guidance for relationship building.
• Act as a liaison between clients and internal teams for escalations.
• Bring creative solutions to operational challenges.
• Collaborate cross-functionally to create a cohesive customer experience.

Requirements:

• Proven experience in a creative, digital marketing, or web design/development agency.
• Strong project management skills in web and eCommerce technologies.
• Passion for excellence in work, digital marketing, and technology.
• Track record of successfully managing web design and development projects.
• Strong multitasking skills and clear communication style.
• History of client growth, profitability, and relationship building.
• Experience with project management and collaboration software.
• Ability to lead independently and effectively.

Essential Functions:

• Take accountability for all client relationships.
• Coordinate with internal teams for project consistency.
• Regularly communicate with clients, providing top-notch service.
• Proactively manage risks to timing, scope, and budget.
• Guide solutions for project-related issues.
• Monitor financials and report regularly to senior leadership.
• Demonstrate an extremely attentive eye for detail.

If you're passionate about client services and leadership in a dynamic agency, join E2M Solutions and play a key role in shaping client success.