Head of Client Services Tarjama&

Duties & Responsibilities

• Define and implement the overall Client service strategy aligned with the company s vision and growth objectives.

• Lead, coach, and develop the account management team to deliver consistent, high-quality service.

• Establish service standards, policies, and procedures to ensure a unified Client journey.

• Act as the escalation point for critical or complex Client issues.

• Promote a Client-centric culture across the organization.

Operations & Service Delivery

• Oversee daily Client service operations across all channels (phone, email, chat, CRM, ticketing systems, etc.).

• Ensure timely resolution of Client inquiries, complaints, and service requests.

• Optimize workflows, processes, and systems to improve efficiency and service quality.

Account Management & Client Relationships

• Manage key client accounts and ensure strong, long-term relationships.

• Act as the main point of contact for high-value or strategic Clients.

• Ensure service delivery aligns with contractual agreements and SLAs.

• Identify opportunities for upselling, cross-selling, and service enhancements through Client insights.

• Conduct regular account reviews and performance check-ins with key clients.

• Drive client retention by monitoring renewal rates and comparing client retention and revenue performance year-over-year.

• Contribute to revenue growth by identifying and supporting cross-selling and upselling opportunities in collaboration with Sales and Commercial teams.

• Track and report account-level growth, including retained revenue, expansion revenue, and churn risks, compared to the previous year.

Performance Management & Reporting

• Set clear KPIs and targets for the client service team.

• Track, analyze, and report Client service performance and trends to senior management.

• Use data and Client feedback to drive continuous improvement initiatives.

• Prepare regular reports on service quality, Client satisfaction, and operational efficiency.

Quality Assurance & Continuous Improvement

• Implement quality assurance frameworks and service audits.

• Analyze Client feedback, complaints, and root causes to improve service delivery.

• Lead continuous improvement initiatives to enhance Client satisfaction and retention.

• Ensure compliance with company policies, regulatory requirements, and industry best practices.

Cross-Functional Collaboration

• Work closely with Sales, Marketing, Product, Finance, and Operations teams to ensure a seamless Client journey.

• Support onboarding and training initiatives related to Client experience and service excellence.

• Provide Client insights to support product development and service enhancements. br br br Education, Experience & Qualifications