Global Client Services Manager

4 weeks ago

Melbourne, Australia Seeing Machines Full time

**About Us**: At Seeing Machines, we are at the forefront of driver monitoring technology, ensuring safety and operational excellence through our innovative solutions. We pride ourselves on delivering unparalleled client support through our Guardian and Support Centres worldwide. As we continue to expand, we are seeking a talented **Global Client Services Manager** to lead and enhance our global client service operations.

**Role Overview**: As the Global Client Services Manager, you will oversee the efficient operations of our Guardian and Support Centres around the world. Your primary focus will be on optimising customer service centres across multiple regions, driving operational excellence, and fostering revenue growth. This role involves strategic oversight of subcontracted or customer-operated centres, ensuring governance, compliance, and adherence to high standards of service.

**Key Responsibilities**:

- **Leadership & Mentorship**: Guide a global client services team to meet departmental goals.
- **Process Optimization**: Standardize global processes to boost efficiency and service quality.
- **Performance Metrics**: Create and track metrics and KPIs to assess client service performance.
- **Data-Driven Insights**: Leverage data analytics for decision-making and strategy refinement.
- **Dashboard Development**: Build dashboards and reporting tools to monitor performance trends.
- **Revenue Growth**: Find upselling and cross-selling opportunities to improve client satisfaction.
- **Cost Management**: Implement cost-saving measures while maintaining service quality.
- **Budget Management**: Manage client services budgets to meet financial targets.
- **Coordination**: Ensure smooth communication between global service centers.
- **Challenge Resolution**: Address cross-regional issues and promote team knowledge sharing.
- **Training & Development**: Develop training programs to enhance team performance.
- **Quality Management**: Maintain Quality documents for Client Services Perimeter in QMS.
- **Process Communication**: Clearly communicate processes and guidelines to all centers.
- **Product Improvement**: Work with Product Management to enhance Guardian Live tools and transition to new systems.
- **Continuous Improvement**: Foster a culture of innovation and best practices.

Ideally you will have a Bachelor’s degree in Business Administration, Management, or a related field, with a preference for a Master’s degree with strong demonstrated professional experience in client services or account management, including at least 2 years in a global or multi-regional role. Your career history will include a focus on metrics development and data-driven strategy implementation. You will possess excellent analytical skills, demonstrated through extensive experience in data analysis and reporting. In addition, you will display outstanding leadership, communication, and interpersonal skills, with a proven track record in stakeholder management and negotiation. Being self-motivated and proactive, you will excel in a dynamic, fast-paced environment with excellent critical thinking skills and commercial acumen.

**Why Join Us?** At Seeing Machines, you’ll be part of a dynamic team dedicated to excellence in client services and operational success. We offer a competitive salary, comprehensive benefits, and opportunities for professional growth and development.

**How to Apply**: If you’re ready to drive operational excellence and lead a global team to new heights, we want to hear from you. Please submit your resume detailing your relevant experience and achievements.

**Seeing Machines is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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