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MCI · 21 hours ago

Client Services Manager

Richmond, VA

Full-time

Onsite

Mid Level

3+ years exp

MCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in Customer Experience (CX) and Business Process Outsourcing (BPO). The Client Services Manager will be the key point of contact for assigned client accounts, ensuring exceptional service delivery and fostering strong client relationships while driving operational improvements and identifying growth opportunities.

Business Information Systems

Hiring Manager

Veshara Ann N.

Responsibilities

Act as the primary liaison for assigned clients, ensuring their needs are met with professionalism and efficiency

Oversee service delivery to ensure alignment with client expectations, service level agreements (SLAs), and key performance indicators (KPIs)

Conduct regular business reviews and present performance updates to clients

Collaborate with internal teams including operations, quality assurance and training to resolve issues and enhance service delivery

Identify and pursue opportunities for account expansion and recommend value-added services

Manage client onboarding, transitions and change requests to ensure a seamless experience

Monitor client satisfaction and proactively address concerns to maintain strong, long-term partnerships

Support internal process optimization to uphold consistent service quality

Qualification

Client services experienceAccount managementOperations managementAnalytical mindsetMicrosoft Office SuiteCRM tools experienceCommunication skillsProblem-solving skillsOrganizational skills

Required

Demonstrated experience in client services, account management, or operations

Strong interpersonal and communication skills with the ability to build trust and influence stakeholders

Excellent organizational and problem-solving abilities

Proven ability to manage multiple priorities and collaborate across departments

Analytical mindset with strong attention to detail

Bachelor's degree in Business Administration, Operations Management, Communications, or a related field, or equivalent professional experience

Minimum of 3 years' experience in a client-facing role within a BPO, customer experience, or related industry

Proven success in managing client relationships and meeting performance targets

Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)

Strong verbal and written communication skills

Ability to thrive in a fast-paced, dynamic environment

Proactive approach with a focus on continuous improvement and collaboration across QA, Training, and Operations teams

Must be authorized to work in the country where the job is based

Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint

Must be willing to submit to drug screening

Preferred

Familiarity with KPIs, SLAs, and client reporting processes is a plus

Experience with CRM or workforce management tools is advantageous

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.

Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!

Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.

Retirement Savings: Secure your future with retirement savings programs, where available.

Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.

Life Insurance: Access life insurance options to safeguard your loved ones.

Supplemental Insurance: Accident and critical illness insurance

Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.

Paid Training: Learn new skills while earning a paycheck.

Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.

Casual Dress Code: Be comfortable while you work.