Client Manager

Los Angeles, USA

8/26/2022

Client Manager

The Client Manager focuses on managing a team of Title Managers, processing new orders, work in progress, and billing; and ensures that client requirements are adequately defined, uniformly understood, and appropriately planned to achieve the successful execution of projects.

Specific Responsibilities

  • Coach and guide Title Managers; answering questions, assisting with client management, interdepartmental communications, and problem solving
  • Delegate and assign work to a team of Title Managers, ensuring balance across the team
  • Assist V.P. of Client Ops in the hiring process, and organize the training plan for new-hires
  • Assist V.P. of Client Ops with special projects and requests, as needed
  • Reviews client orders, determines and schedules project deliverables, production milestones, and required tasks
  • Manages the entire localization process from creation to delivery of subtitles, closed captions, dubbed audio, and media assets
  • Enters orders into our production databases according to client orders and production schedules
  • Manages activities for new and ongoing projects with multiple production departments, technical teams, management, and clients to ensure that delivery requirements and objectives are accomplished
  • Manages project tasks with production, ensuring tasks are completed, identifying and addressing any needed changes, while keeping the client informed of delivery timeline
  • Proactively identifies potential issues with projects in progress and finds creative solutions to meet or exceed client expectations
  • Tracks project statuses to ensure any issues or changes in schedule are provided to the client in a timely manner
  • Escalates client requests and complaints when necessary ensuring client is satisfied with end result
  • Sends and receives a large volume of emails on a daily basis to/from clients, production and other internal departments
  • Gathers information and consults on invoice and billing process as requested by Finance
  • Track project volume and report monthly revenue forecasts to Director and Finance Department
  • Adheres to company policies and procedures
  • Must work overtime and weekends when needed
  • Perform other duties as assigned

Capabilities and Skills

  • A strong background and understanding of customer service
  • The ability to effectively manage client expectations
  • Excellent verbal and written communication skills, including the ability to effectively communicate needs and requirements between numerous parties, and relay information responsively back to client
  • The ability to work within deadlines, ensuring timely, cost-effective delivery and client satisfaction
  • The ability to take ownership of projects and work independently with a solutions-oriented mind set.
  • Competency in the execution of large, dynamic, complex tasks

Qualifications and Experience

  • Advanced degree or 3-4 years of comparable experience in a client and/or customer service oriented position.
  • Prior experience in a client facing role as a Title Manager desired.
  • Strong understanding of Iyuno-SDI Production and Delivery processes.
  • Demonstrated ability to work well with peers, make sound decisions, and appropriately respond to difficult situations
  • Demonstrated ability to work within deadlines, ensuring timely, cost-effective delivery and client satisfaction.
  • Ability to effectively build, grow and manage client relationships.
  • Ability to lead, coach and to gain the trust of a team.
  • Supervisory experience required to oversee staff, department functions, and processes

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