Manager, Client Services (The Transformation Lead)

Manager – Client Services

Manager Client Services (The Transformation Lead)

The Challenge This isn’t a role for someone who just wants to run a playbook. It’s for someone who wants to write it. You will own the end-to-end Client Services function but with a twist: you are tasked with making yourself and your team 10x more effective through technology.

Your mandate will be to:

Disrupt the Status Quo: Move us from traditional support models to a scrappy but sophisticated AI-powered ecosystem. Whether it’s chat-based support or agentic workflows you’ll lead the charge in implementing tools that allow us to scale without bloating the headcount.

Get Your Hands Dirty: In the morning you might be at a boardroom table with a CXO of a major the afternoon you’ll be in the weeds configuring a new support bot or refining a workflow.

Drive Radical Efficiency: We work with limited resources and massive clients. You’ll need an entrepreneurial mindset to build scalable processes where none exist ensuring white-glove service feels effortless to the client but is highly automated on the backend.

Champion Retention: You will own client outcomes. You’ll ensure that as we innovate our core promise of clarity consistency and trust never wavers.

Who You Are The Entrepreneurial Spirit: You have a prove it mentality. You’ve likely worked in a startup or a

fast-paced environment where you had to build the plane while flying it. The Change Agent: You have a track record of taking a manual process and making it digital

automated or AI-driven. You don’t wait for permission to improve things. The Enterprise Liaison: You understand the Real World constraints of large organizations. You

know how to make innovation feel safe for a bank or a ministry. The Scaler: You enjoy the hand-to-hand combat of early-stage service delivery but are constantly

thinking: How do I make sure I never have to do this manually again

Key Responsibilities

1. Modernizing the Support Engine (The Transformation)

Reinvent the Helpdesk: Audit our current support workflows and transition us from reactive email support to a proactive AI-augmented service model.

Implement Scrappy Tech: Take the lead on introducing chat-based support and AI-powered deflection. You’ll be responsible for choosing implementing and optimizing the tools that make our service feel like magic to the client.

Operational Excellence: Own the Command CenterSLAs Time-to-First-Response and Resolution Quality. You ensure that even as we experiment with AI our enterprise clients never feel a dip in quality.

2. High-Stakes Client Advocacy & Retention

Enterprise Escalation Lead: You are the fixer. When a Tier-1 Bank or a Ministry has a critical issue you lead the response with calm professional authority.

The Retention Playbook: You don't just track churn; you predict it. Build the frameworks for health scoring and proactive engagement that keep our NPS industry-leading.

Revenue Growth: Work closely with Sales to turn happy clients into expanding accounts. You understand that great service is the best sales tool we have.

3. Team Leadership & Scale

Coaching the New Breed of CS: Manage and mentor a team of Client Service Analysts evolving their roles from ticket solvers to AI-enabled consultants.

Capacity Engineering: Use data to drive resource allocation. You should be obsessed with lowering the cost-to-serve through efficiency not by cutting corners.

Who You Are (Requirements)

The Must-Haves

The Support Veteran: 4 years in Client Services Customer Success or Service Ops. You know how a world-class support desk runs (ZenDesk Freshdesk Salesforce etc.) and you have a spidey-sense for when a client account is at risk.

The Tool-Builder: You have a track record of actually implementing change. You’ve set up ticketing systems designed workflows or integrated automation tools (Zapier Intercom AI bots) from scratch.

Enterprise Credibility: You are comfortable presenting to high-level stakeholders in formal environments (Banks/Ministries) but can switch to scrappy startup mode instantly.

Analytical Rigor: You don't just say we’re doing well. You bring the dashboard to prove itNPS NRR and SLA attainment are your north stars.

Leadership DNA: You’ve led teams (formally or informally) and know how to keep people motivated during high-pressure cycles.

The Nice-to-Haves

Experience specifically in the HR-Tech or Recruitment space. A portfolio of automation wins where you reduced manual effort by a significant %.

Why Join Us We are at the tipping point of global expansion. This is your chance to take a proven product and a loyal client base and build the blueprint for how AI companies provide service at scale. If you are tired of rigid corporate structures and want to see your fingerprints on a global success story let’s talk.

Required Skills:

Client Services Customer Success Service Operations ZenDesk Freshdesk Salesforce Ticketing Systems Workflow Design Automation Tools Zapier Intercom AI bots Presenting to High-Level Stakeholders Analytical Rigor NPS NRR SLA Management Leadership Team Management Client Retention AI-Powered Support Chat-Based Support Operational Excellence Capacity Engineering Data-Driven Resource Allocation Client Advocacy Revenue Growth Coaching Mentoring Process Automation

Employment Type : Full Time
Experience: years
Vacancy: 1