Manager of Client Services and Sales Support

Location: Skopje, N. Macedonia

Seniority: Mid to Senior level

Employment type: Full-time 2 pm to 10 pm, Monday through Friday

Job function/department: Operations

Reports to: Senior Director of Operations and People

About Front Logix Solutions:

Located in Santa Monica California, USA and Skopje, N. Macedonia, FrontLogix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Manager of Client Services and Sales Support plays a key leadership role that bridges the gap between client relationship management and sales enablement. This individual will be responsible for ensuring exceptional service delivery to clients while providing essential support to the sales team to help streamline processes, improve efficiency, and contribute to business growth. The ideal candidate will be both client-focused and process-driven, with a strong ability to collaborate cross-functionally and deliver results.

Key Responsibilities:

1. Client Relationship Management & Sales Support Coordination
   • Serve as a primary point of contact for key client accounts, ensuring their needs are met and expectations exceeded.
   • Foster strong relationships with existing clients and prospects, aligning their goals with our service offerings.
   • Promote collaboration and communication between client services and sales teams to ensure consistent messaging and delivery.
2. Service Delivery & Operations Support
   • Partner with service delivery teams to monitor KPIs like customer satisfaction, SLA performance, and service quality.
   • Ensure client onboarding and service delivery align with promises made during the sales cycle.
   • Track and manage client account health, identifying potential risks and growth opportunities.
3. Account Growth & Retention Support
   • Work closely with sales on upsell and cross-sell strategies for existing clients.
   • Support the creation and execution of client retention plans and renewal strategies.
   • Assist in identifying and nurturing opportunities for account expansion.
4. Proposal & Contract Coordination
   • Manage the preparation of proposals, RFPs, and contracts in collaboration with sales and legal teams.
   • Assist in developing pricing models and deal structures that meet both client expectations and company goals.
   • Support sales in contract negotiations by providing key information and ensuring alignment with internal policies.
5. Reporting & Analytics
   • Track and report on metrics related to client satisfaction, SLA adherence, sales pipeline, and win/loss rates.
   • Provide actionable insights from data to inform decision-making for both sales and client service teams.
   • Support regular forecasting efforts and pipeline reviews.
6. Team Management & Development
   • Lead and mentor members of the client services and sales support teams.
   • Set clear goals and expectations, aligning team activities with business objectives.
     Promote a culture of continuous improvement and professional development.
7. Process Optimization & Enablement
   • Identify areas to improve operational workflows between sales and client services.
   • Support the implementation of CRM tools and enablement platforms to drive efficiency.
   • Collaborate with marketing on creating playbooks, case studies, and training tools.
8. Issue Resolution & Escalation Handling
   • Manage escalations from clients or sales reps, ensuring timely and effective resolution.
   • Identify root causes of recurring issues and implement corrective actions.
   • Coordinate with relevant departments to solve complex challenges as needed.
9. Cross-Functional Collaboration
   • Work with finance, marketing, operations, and HR to align processes and improve client and sales outcomes.
   • Coordinate with marketing on lead generation, campaigns, and messaging strategies.
   • Collaborate with operations to ensure a seamless client experience across onboarding and ongoing service.
10. Client Experience & Revenue Support
    • Help drive revenue growth through effective support of sales activities and continuous improvement of client experience.
    • Leverage client feedback and performance data to refine processes and elevate service quality.
    • Assist in developing initiatives that improve client satisfaction and promote long-term partnerships.

Qualifications and Skills:

• 2 years + Experience in client service management and sales support, preferably in BPO or a related service-based industry.
• Strong interpersonal, analytical, and communication skills.
• Hands-on approach to problem-solving and project management.
• Ability to collaborate across departments and lead small to mid-sized teams.
• Familiarity with CRM tools, performance metrics, and sales enablement practices.

What we offer:

• Private health insurance
• Wellbeing program – Sport Master
• Free beverages and snacks
• Social events / team buildings
• Diverse and inclusive environment
• Location: Skopje, Macedonia
• Compensation: Based on experience