Client Services Manager (In Office Suwanee, GA)

DoximSuwanee, GA

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Job Description

ABOUT DOXIMDoxim is a global leader in customer communications management, payments and engagement technology, helping highly regulated organizations connect more effectively with the people they serve. With operations across the United States, Canada, the United Kingdom, and South Africa, we support mission-critical communications at scale and with confidence.Founded in 2000 as a digital-first company, Doxim has been at the forefront of digital transformation for regulated industries for over two decades. Our growth has been both organic and intentional - expanding our capabilities through thoughtful acquisitions while staying true to our core values and expertise.Today, we proudly partner with more than 1,500 clients worldwide. Through our software and managed services, we empower organizations to strengthen engagement across the entire customer lifecycle, driving meaningful digitization, improving operational efficiency, and delivering exceptional customer experiences. At Doxim, your work directly contributes to solving complex challenges for organizations that truly matter.OUR VALUES

Data Management
Operational Excellence
Managed Service

Job DefinitionIn this role, you will oversee every aspect of the client experience, from being a part of the initial project team that creates and implements a new account, the day-to-day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices.We enable our clients to profitably exceed customer expectations by taking on the complexity of their business and transforming it into a seamlessly orchestrated customer experience. To bring order to service orders, billing, payments, or customer care, your customers become ours.This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently in a fast paced and potentially stressful environment.Additional Responsibilities IncludeOur Client Services Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit.Client management

Manage overall client relationship; Build strong rapport with client and client’s team
Introduce initiatives and solutions that grow the client’s revenue and profit
Provide governance for contract adherence
Set expectations and deliver results accordingly
Instill strong business ethics and sense of urgency in a matrixed business environment
Work collaboratively across all departments
Oversee implementation of projects through closure and ensure client receives appropriate communication
Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction

Strategic Responsibilities

Work closely with clients and peers to understand and anticipate their needs
Think through and solve complex problems; proactively provide mitigation for future problems
Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes
Stay informed of current industry best practices; working with clients and internal cross-functional teams to apply best practices where appropriate

Tactical Responsibilities

Interpret and understand KPI’s, contracts, and SLA’s
Demonstrate innovative thinking and strong problem-solving skills
Serve as client advocate within the company as well as company advocate to clients
Must be able to fully set up customer information in OPACS/ERP

WHAT YOU BRING

Minimum of 2 years experience using a case management system (Salesforce and Jira is preferred)
Post secondary degree in Business Administration preferred
Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment
Strong demonstrated oversight for handling complex client issues

Background in the print/mail industry preferred

Background with Continuous Improvement and Project Management is recommended
Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook

WHAT YOU GET

Work Environment That Suits You: Our opportunities come in all shapes and sizes; from fully remote, to in-office, to hybrid; across North America, South Africa, and Europe.
Benefits That Fit: As of Day 1 of employment, our flexible benefit options have you covered from healthcare to employer-matched retirement savings and everything in between.
Growth That Excites: We are passionate about nurturing talent from within so this won’t be just a job – it will be a journey.
Time Off That Recharges: Take the breaks you deserve with our generous PTO policy designed to help you rest, reset, and return at your best.
Refer & Reap the Rewards: Love working at Doxim? When you refer talented people to join us, you’ll earn a bonus through our Employee Referral Program. Great people know great people!

Thank you for your interest in Doxim!  Due to the volume of applications we receive, only selected candidates will be contacted. 

Be aware of suspicious recruitment activity during your job search. Doxim will only reach out to interview, make an offer of employment, or conduct onboarding activities for candidates who have applied directly to one of our open roles. When interviewing for a position, the candidate experience will include live interaction, such as a video call or in-person interview, with a Doxim Talent Acquisition team member and/or company employee(s). We will never ask for any money or payments from applicants at any point in the hiring process. We will only reach out from a doxim.com email address; no other email addresses will be used. Remain vigilant and if you think you are a victim of an employment scam, please contact your local law enforcement agency.

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