Basalt is an award-winning software development company with over 20 years of combined experience in the Financial Services, Health and Telecommunications Industries.
We offer the most comprehensive suite of custom software development services, ranging from rapid MVP development to custom re-engineering, testing and UX design. We convert business problem...
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The role requires a skill set that marries the resources, knowledge, voice, support and guidance of key accounts to achieve their business objectives while simultaneously driving Basalt’s strategy, stakeholders, revenue and profit.
What you will do:
Solving complaints or complex queries with the client and dev + delivery team.
Manage difficult conversations with clients and the development team.
Ability to make tough calls and push back clients whilst building relationships and trust.
Expediting serious issues to management and ensuring prompt resolution.
Work closely with our Snr, Mid & Jnr Clients.
Consistency makes sure that Basalt is adding value to our clients - mainly through delivery. Everyone is swimming in the same lane and same direction.
Building positive client relations by checking in regularly and following up on active processes.
Recommending product improvements based on client services feedback.
Providing technical guidance to our clients.
Spot opportunities & upsell.
Identify new business opportunities.
Keeping track of product direction and roadmap to grow the team where necessary.
Manage the month-to-month client reporting, invoicing, and timekeeping.
Attend and lead stakeholder meetings with clients.
Team:
Oversee the delivery teams by fully understanding the client's business objectives, including business direction at a project level.
Lead, mentor, and support the project team leads.
Manage Project Managers to ensure all processes are adhered to.
What we believe you need to have:
Tertiary qualification with preference to MBA or equivalent.
5+ years experience in a Product Manager/ Client Service Lead role
Digital agency background
Has an understanding of the technology space
Commercially savvy
High EQ level
Detail-oriented
Ability to work independently
Excellent written and verbal communicator
Ensuring a positive and professional client service experience
Overseeing client records and processes
Constantly be on top of new developments and trends in the technology and product development space.
Ability to define, build and implement client strategy and direction for the product, while aligning business and technology teams.
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