- Company Name
- NADclinic- Producers of the worlds premium NAD+
- Job Title
- Client Services Manager-Wellness & Longevity
- Job Description
-
**Job Title**
Client Services Manager – Wellness & Longevity
**Role Summary**
Manage end‑to‑end customer service operations, ensuring seamless client communication across all touchpoints. Oversee order processing, issue resolution, and lead growth of a high‑performance client services team while driving revenue through upselling and cross‑selling.
**Expectations**
- Deliver a consistently high‑quality client experience.
- Use data and customer feedback to improve processes and identify opportunities for sales and service enhancements.
- Build and mentor a scalable support team, maintaining coverage across time zones.
- Collaborate with sales, operations, logistics, and leadership on automation and customer experience strategy.
**Key Responsibilities**
1. Coordinate with cross‑functional teams to support the customer journey.
2. Monitor satisfaction metrics; identify and act on service improvement opportunities.
3. Develop, implement, and refine scalable support processes and workforce management practices.
4. Drive revenue growth through strategic upselling and cross‑selling to existing and new contacts.
5. Resolve client issues promptly, documenting all communications, inquiries, orders, and resolutions.
6. Track patterns in customer inquiries to surface emerging issues and advocate for the customer within the organization.
7. Lead, train, and coach the client services team, setting KPIs, delivering onboarding, and ensuring professional growth.
8. Manage scheduling to ensure consistent, high‑quality coverage across all time zones.
9. Collaborate with leadership on AI and automation initiatives, measuring impact and addressing performance gaps.
10. Collect, organize, and report customer feedback on new features or products directly to the leadership team.
11. Report regularly on customer service metrics, team performance, and impact of initiatives to leadership.
**Required Skills**
- Proven experience in customer service, client services, or account management.
- Excellent verbal and written communication.
- Strong organizational and time‑management abilities.
- Proficiency in managing multiple communication channels (email, phone, CRM).
- Detail‑oriented with a focus on accuracy and customer satisfaction.
- Experience with order processing systems or CRM tools (Salesforce, HubSpot, or equivalent).
- Ability to thrive in a fast‑paced, growing business environment.
- Leadership experience, preferably building or managing a team.
- Ability to remain calm under pressure and handle difficult customer situations tactfully.
**Required Education & Certifications**
- Bachelor’s degree in Business, Communications, Marketing, or a related field (preferred).
- Professional certifications in customer service or client relationship management (e.g., Certified Customer Service Manager) are advantageous but not mandatory.