Careers at AgileOne

Manager, Client Services (Brazil)

Location: São Paulo, State of São Paulo, Brazil

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OVERVIEW OF THE POSITION:
The Client Services Manager (CSM) will be responsible for leading the teams and multiple customer relationships in a B2B environment, aiming to improve customer service. This professional will define customer success strategies, monitor agreed service standards and ensure the satisfaction of enterprise customers. The position aims to consistently improve the operational performance of AgileOne solutions in Brazil.

It is important that the professional has previous experience with service consulting, and it is desirable that they understand the business of supplier risk management, including analysis of documents related to supplier approval, third-party risk management (labor/social security), third-party mobilization management (EHS), among others.

The CSM should have experience in conducting meetings with different levels of clients and partners (analysts to Directors), with a business approach, adding innovation and continuous improvement items for existing clients. Will be responsible for maintaining financial revenues related to current client agreements, meeting financial objectives, delivering quality metrics and balancing multiple projects and clients. Will also be responsible for identifying revenue growth opportunities in current clients, with clear objectives, across Brazil and the LATAM Region.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Team Management - Team
    • Responsible for managing the Client Services delivery teams
    • Create an environment for good work evaluation, with meritocracy, defined objectives and team development.
    • Manage and lead the customer success team, providing guidance, training and ongoing development.
    • Monitor and analyze performance indicators to identify areas for improvement and implement corrective actions.
    • Interaction with interns, analysts, team leaders, business development and Solutions teams.
    • Define the routine processes and timelines for each role.
    • Be responsible for recruiting and defining the team profile.
    • Understand the relationship between a talent's performance capacity and the number of activities offered by the client, distribute the workloads appropriately and efficiently (greatest possible capacity), measure efficiency, monitor the quality of activities, create indicators or recommend instruments for monitoring and measuring the team.
    • Develop talents according to the team’s professional stage including:
      • Interns who work as analysts.
      • Junior Analysts who may be eligible for new positions.
      • Direct leaders such as Team Leader , Coordinator and Manager
  • Customer Management
    • This position will manage several team members and be accountable for multiple client engagements. Travel for in-person client meetings, in addition to on-line web-based meetings, will be essential.
    • Develop and implement customer success strategies aligned with the company's objectives, focusing on the B2B segment. This includes understanding service offerings to our customers, delivery processes and timelines, people and technologies involved, define what success looks like per account, define achievable SLAs/KPIs , among other items.
    • Monthly, will coordinate with staff to issue customer measurements for billing within existing deadlines.
    • Have structured actions, with the ability to read and write service scopes, identify new activities and have the ability to negotiate deliverables with different client users, from analysts to managers, including scope and service levels.
    • Ensure excellence in service, solving complex problems and taking care of the needs of corporate clients in an effective and timely manner.
    • Be responsible for conducting, preparing and holding weekly, monthly, quarterly, and annual meetings with clients.
    • Collaborate and recommend appropriate instruments and/or tools that optimize service and improve the experience of customers and suppliers.
    • Create effective escalation processes in addition to defining the service structure for when requests/services cannot be resolved at the first level.
    • Identify revenue growth opportunities from current customers.
    • Ensure each customer is referenceable.
  • Management for the organization
    • Create structured summaries of all clients/operations on a monthly basis.
    • Understand and make decisions to achieve customer profitability, including P/L tracking and expense management against budgets.
    • Collaborate with other areas of the company to ensure an integrated and satisfactory experience for customers.
    • Support Managing Director with projects, developing client case studies and other sales materials, attend industry events, and provide back up leadership support when necessary.

SUPERVISORY RESPONSIBILITIES/# OF STAFF:
Client Services team

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION REQUIREMENT:
Bachelor’s degree (B. A.) (or equivalent qualification) or equivalent combination of education, experience and training.; or equivalent combination of education and experience.

JOB EXPERIENCE REQUIREMENTS:

  • Proven experience in a customer success leadership position, preferably in a B2B environment. Prefer candidates with 7+ years leadership experience.
  • Must have excellent time management skills and experience managing multiple teams, client engagements, and services simultaneously.
  • Excellent verbal and written communication skills.
  • Ability to create logical and structured presentations for internal and external clients.
  • Ability to solve problems, make decisions quickly, define what is urgent and important, redistribute tasks.
  • Experience with Relationship Management and other e- procurement tools , as well as RPA (Robotic Process Automation).
  • Familiarity with CRM tools and other customer service technologies.
  • Higher education in Administration, Marketing, Communication, Engineering or related areas.
  • Ability to understand a client as a project, with logical and structured thinking.
  • MS Office, Excel, Word, PowerPoint, MS Outlook and desirable PowerBI .
  • Able to work independently with minimal supervision.
  • Ethical, fair and professional conduct in all interactions with clients and colleagues.
  • Flexible, responsible and someone who knows how to work as a team.
  • Ability to handle deadlines across multiple tasks without compromising service or quality.
  • Availability for national and international travel and to work overtime.
  • Ability to interact with the client's C- Level (Board of Directors).

LANGUAGE/COMMUNICATION SKILLS (English written & verbal):

  • Must be fluent in Portuguese and English; Spanish desirable.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedural manuals.
  • Ability to present information effectively and to respond to questions from groups of managers, clients, customers, and the public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS:

  • Proficient with MS Office, Excel, Word, PowerPoint, MS Outlook and desirable PowerBI .
  • Ability to become proficient in: All AgileOne and ActOne Technologies.

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:
None required.

PHYSICAL DEMANDS (list below indicates % of time):

  • Sitting: Sitting up to 8 hours a day
  • Walking: Minimal to Moderate
  • Repetitive Motion: Telephone Use, Keyboard Activity, Reaching, and Grasping
  • Air Travel: 25%
  • Driving: None
  • Lifting (lbs): None.

Other Job Compensation: This position has no additional compensation.

Certifications/Licenses:

Brazilian Real

Computer/System Skills Requirements:

Benefits:

Healthcare Sulamerica

Grade: Global

Pay Min: 140000.0000

Pay Mid: 195000.0000

Pay Max: 250000.0000

Additional EEO:

Additional EEO 2:

Additional EEO 3:

Hours: Normal daytime business hours Monday through Friday

Time Zone: Brazil/East

Day 1: Monday

Day 2: Tuesday

Day 3: Wednesday

Day 4: Thursday

Day 5: Friday

Joining our global team

Joining our global team, you’ll become a member of the business community’s global partner for forward-thinking talent and resource-management solutions. The ActOne Group is the largest privately held, woman and minority-owned workforce management company in the United States, operates in over 30 countries, and services over 17,000 clients.

A career with The ActOne Group means you’re a part of something bigger. Your resume will be shared with the entire ActOne Group family, giving you exposure to opportunities in staffing, workforce solutions, and business services through brands like AppleOne, AgileOne, and more! We want to ensure you have every opportunity to be the best you can be in the position where you fit best.

Featured Awards

ActOne Group:

  • 2021 Silver Award Ecovadis Sustainable Corporation level
  • 2020 Bronze Award Ecovadis Sustainable Corporation level
  • 2020 Supplier of the Year – National Minority Supplier Development Council Inc. (NMSDC)

AgileOne:

  • 2022 Corporate Services Supplier of the Year – Molson Coors
  • 2021 Best Recruitment Process Outsourcing Business – The Global Recruiter
  • 2021 Supplier Diversity Award Winner – ADM

Corporate Partners:

  • National Minority Supplier Development Council (NMSDC)
  • Women’s Business Enterprise National Council (WBENC)
  • National LGBT Chamber of Commerce (NGLCC)

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