Service Excellence Manager

Summary

Join Velocity Global's Service Excellence team as a Service Excellence Manager! This full-time remote position focuses on exceeding customer expectations for our largest clients. You will manage critical activities like onboarding and offboarding, build strong client relationships, and serve as the primary escalation point for service issues. The role involves proactive client engagement, process improvement, and identifying opportunities for customer growth. You'll report to the Director of Service Excellence and contribute to a positive client experience. We offer a range of benefits including flexible time off, health and dental insurance, retirement savings, and a work-from-home stipend.

Requirements

• Bachelor's degree or equivalent work experience required
• Minimum of 3 years of experience in a Customer Services role or equivalent providing transactional and services support to clients

Responsibilities

• Lead service delivery for our largest and most strategic clients, ensuring an exceptional experience through proactive management and high-touch engagement
• Oversee onboarding, offboarding, and high-volume service requests, ensuring timely completion and exceeding client expectations
• Monitor ongoing client activities, proactively addressing needs, preventing escalations, and ensuring SLAs are met
• Serve as the primary escalation point for service-related issues, driving swift resolutions and implementing long-term solutions to enhance service quality
• Build and maintain strong relationships with HR Points of Contact, positioning yourself as a trusted extension of their HR team
• Conduct regular client check-ins to review account activities, address challenges, and share insights on trends, feedback, and overall account health
• Lead customer communications on critical topics, such as compliance concerns, payroll issues, and expectation management
• Monitor customer sentiment, analyze feedback from NPS surveys, and implement action plans to improve satisfaction
• Facilitate product training and onboarding for new clients, promoting platform adoption and self-service resources
• Identify opportunities for customer growth, including backfill hires, benefits optimization, and market insights to support strategic workforce decisions
• Stay informed on process updates, product enhancements, and best practices to deliver exceptional service

Preferred Qualifications

• Master's degree
• An experience in Client Account Management
• Experience in project management
• Consultative customer service and project management style
• Experience with international business and contributing at a high level
• Foreign language skills

Benefits

• Flexible Time Off + Parental Leave
• Health and Dental Insurance (where applicable)
• Retirement Savings + Employee Incentive Plan
• WFH Stipend