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Client Operations Manager

Closing: Jun 4, 2024

5 days remaining

Published: May 9, 2024 (21 days ago)

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Job Summary

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The Client Operations Manager, or COM, provides oversight of a team of Client Relationship Managers operating within the Client Relationship Management team. The COM will work with the team to ensure quality client onboarding, training, support and retention. The COM will report to the Chief Operating Officer. The COM will work closely with the Product Manager and the Lead Software Developers to identify and track development needs based on strategic direction, client demands or bug fixes. The COM will also work closely with the Social Media and Digital Marketing team. The COM might travel occasionally within Kenya and Sub-Saharan Africa to support clients and CRM team.



Responsibilities

The Client Operations Manager, or COM, provides oversight of a team of Client Relationship Managers operating within the Client Relationship Management team. The COM will work with the team to ensure quality client onboarding, training, support and retention. The COM will report to the Chief Operating Officer. The COM will work closely with the Product Manager and the Lead Software Developers to identify and track development needs based on strategic direction, client demands or bug fixes. The COM will also work closely with the Social Media and Digital Marketing team. The COM might travel occasionally within Kenya and Sub-Saharan Africa to support clients and CRM team.



Client Management (50%)

  • Coordinate intakes and data approval on a weekly basis to ensure smooth implementation within the set guidelines. In case of travel coordinate the necessary approvals with your supervisor

  • Provide quality service and support to eProd clients, including onsite training, online follow up sessions, scheduled data health checks and define implementation plans to align with the client set targets throughout the customer journey

  • Ensure that clients enquiries and requests are responded to within 24 hours

  • Communicate with senior management team on issues identified and raised by the clients in time and in compliance with the internal policies and procedures

  • Coordinate introduction of releases to the clients based on the versioning channel, monitor and report performance weekly until the client is in a stable version

  • Track client progress on weekly basis and prepare the progress reports for your team at the end of the week

  • Follow up on client issues or software bugs and required development that need attention

  • Support Chief Revenue Officer in client acquisition through sales pitches and eProd demonstrations

  • Anticipate the benefits new features could bring to the client and introduce them to the clients proactively

  • Attend client/project meetings to provide feedback and provide solutions/suggestions for implementations needs


Team Management (30%)

  • Manage team of Client Relationship Manager and Client Relationship Officers (CROs) toward successful client implementation within 3month’s cycle

  • Plan and review the tasks for the CRMs and CROs weekly using SuiteCRM

  • Organize daily check in meeting with the team as a group

  • Provide coaching to the team on data preparation, training and successful implementations and follow ups using the SuiteCRM and admin tool (Jira) as a daily management systems.

  • Plan and conduct performance evaluations on a semi-annual basis

  • Provide training and coaching on the eProd Solutions platform to ensure each team member is competent and professional in client relation management, training, back-end support and Beta testing

  • Ensure CRM Team aligns to and internalizes all CRM processes and procedures as outlined in SOPs, Wis, Forms and Guidelines

  • Utilize SuiteCRM to manage all client engagement and reporting

  • Ensure tasks are updated in the CRM and prepare the weekly progress reports

  • Manage CRM internship and traineeship program to identify and build future CROs and CRMs

  • Communicate timely to CROs to manage clients’ enquiries within 24 hours within the workweek and provide the necessary support


Development and Testing (20%)

  • Identify and track strategic in Jira development opportunities, bugs and client needs that require further software development

  • Ensure team’s contributions to thorough Beta testing of all new features, bug fixes and software updates to ensure proper functionality and relevance to the client needs

  • Ensure that the developments provide a solution to the client's needs and respond with feedback within a week of the release.


Qualifications

  • Bachelor's degree in business information technology or similar discipline

  • 3-5 years of experience in a dynamic ICT or Client Relationship Management environment

  • Experience with Client Relationship Management Software (e.g., SuiteCRM)

  • Experience in Software Development Life Cycle (specifically Agile and Scrum)

  • Strong database skills (MySQL and ORM experience will be beneficial)

  • Exposure to ERP systems

  • Working knowledge of cloud systems.

  • Experience in producing technical designs for software applications

  • Adept with Trello, Jira or other similar project management tools

  • Team player and effective communicator

  • Innovative and creative thinker

  • Proficiency in English required (Additional proficiency in French and Portuguese preferred)

  • Must be willing to travel occasionally to remote areas in Kenya and countries in Sub-Saharan Africa


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