About Shega

Shega is on a mission of elevating decision-making in Africa, starting with Ethiopia, through a data & Intelligence platform that aggregates and contextualizes information, along with a Media & Audience Ecosystem offering high-quality media and analysis driven content. We also provide Insights & Advisory, merging market intelligence with local expertise for strategic growth and social impact, and Agency Services to help brands and organizations connect with our expanding audience. By combining intelligence, an audience ecosystem, and tailored advisory, Shega partners local and international private and development actors to catalyze innovation and informed growth.

Position Summary:

The Client Services Manager ensures that clients receive exceptional service and support, acting as the main point of contact between Shega and its clients. This role involves developing and implementing customer service procedures and resolving client issues promptly, and initiate contact with clients, ensure a proper and timely follow-up, gather feedback, collaborating with other departments to improve service delivery and client satisfaction and resolve any issues that arise. The Client Services Manager will be responsible for maintaining and enhancing client relationships to support Shega’s revenue and outreach.

Primary Responsibilities:

 Provide Outstanding Customer Service:

• Ensure clients receive exceptional service and address any issues or concerns promptly.

• Engage with clients to understand needs, address and resolve issues promptly and effectively.

• Ensure services meet or exceed client expectations through regular quality checks and establish channels for client feedback for improvement and tailor services to meet specific client needs.

Client Communication:

• Establish and maintain effective communication channels with clients to ensure they are well-informed and engaged.

• Updated clients on new products, services, & changes to manage expectations & build trust.

• Actively seek client feedback through surveys, feedback forms, or direct communication, and use this feedback to make informed decisions and improvements.

• Tailor communication to meet the specific needs of clients, enhancing their overall experience.

• Communicate effectively with clients to address any concerns ensuring their satisfaction.

• Foster strong, long-term relationships with clients with consistent and meaningful interactions.

 Client Onboarding:

• Assist in onboarding new clients, ensuring they understand Shega’s offerings and processes.

• Clearly explain Shega’s products & services to ensure they understand the value and benefits.

• Guide clients, helping them understand how to use the services, provide documentation.

• Conduct training sessions or webinars to educate clients on using Shega’s products or services.

• Regularly check in with new clients to address any questions or concerns they may have.

• Ensure a smooth transition from the sales team to the client services team.

Revenue Growth:

• Analyze client needs and identify opportunities to offer additional products or services that can benefit them, encourage clients to purchase additional services or products.

• Develop strategies to retain existing clients. Conduct market research to understand industry trends and client preferences, helping to tailor offerings to meet client demands.

• Monitor sales performance and client feedback to assess the effectiveness of strategies and make necessary adjustments.

• Develop and implement campaigns aimed at increasing client engagement and revenue.

• Create and implement strategies to improve client services and overall company performance.

Cross-Departmental Collaboration:

• Work with other departments to reach new clients and enhance service delivery.

• Work closely with the marketing team to develop campaigns that target new clients and enhance service delivery to clients.

• Collaborate with the sales team to ensure a smooth transition from sales to client services.

• Provide feedback from clients to the product development team to help improve or develop new products and services that meet client needs.

• Work with the operations team to ensure that the delivery of services meets client expectations and adheres to company standards.

• Collaborate with various departments to address and resolve any issues that may arise, ensuring a seamless client experience.

• Participate in strategic planning sessions with other departments to align client services goals with overall company objectives.

Problem-Solving:

• Handle client escalations and resolve issues efficiently to maintain client satisfaction.

• Quickly identify and understand the root cause of client issues or concerns.

• Communicate clearly with clients to gather all necessary information and keep them informed throughout the resolution process.

• Work with relevant departments to address and resolve issues efficiently. This may involve coordinating with technical support, product development, or operations teams.

• Maintain detailed records of client issues and resolutions, use insights gained from resolving issues to improve processes and prevent similar problems in the future.

• Monitor and measure team performance to ensure client service standards are met.

• Develop and enforce client service policies and procedures.

Knowledge and Skills:

• Excellent verbal and written communication skills, problem-solving, and organizational skills

• Knowledge of customer service software and systems

• Ability to work independently and as part of a team

• Positive attitude and commitment to excellent customer service

• Knowledge of business operations (sales, marketing, financial management)

• Ability to build and maintain strong relationships

• Analytical skills for assessing client needs, market trends, and performance metrics

• Efficient time management for handling multiple accounts and tasks

• Negotiation skills for managing contracts and agreements

• Computer skills and familiarity with reporting, and data analysis tools

Education and Work Experience:

• Bachelor’s degree in business, marketing, or related field

• 4+ years of experience in customer service preferred

• Proven track record of managing customer service teams

• Additional 2+ years of supervisory experience.

• Relevant degree or equivalent experience in Human Resources or Business Administration.

• Experience with CRM systems

• Proficiency with Microsoft Office