Client Services Analyst (Detroit -Onsite 3x)

Who We Are

For over 25 years, we’ve helped organizations deliver critical communications with accuracy, security, and speed through innovative technology, omnichannel communication, and a commitment to excellence. Serving more than 1,500 customers across diverse industries, we create communication solutions that keep businesses moving forward.

What truly sets us apart is our people. We’re building a culture where you can grow, contribute, and make a real impact. Here, you’re empowered to bring new ideas, solve meaningful challenges, and help shape the future of how organizations communicate with their customers.

If you’re looking to take your career to the next level and be part of a team driving tech-enabled solutions, we’d love to meet you.

Doxim's Next Client Services Manager (onsite in Detroit)

As part of our team at our Detroit location, you will oversee every aspect of the client experience, from being a part of the initial project team that creates and implements a new account, the day-to-day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices.  We enable our clients to profitably exceed customer expectations by taking on the complexity of their business and transforming it into a seamlessly orchestrated customer experience. To bring order to service orders, billing, payments, or customer care, your customers become ours.
This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues.  The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently in a fast paced and potentially stressful environment.

Additional Responsibilities Include
Our Client Services Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit.

Client management 

• Manage overall client relationship; Build strong rapport with client and client’s team
• Introduce initiatives and solutions that grow the client’s revenue and profit
• Provide governance for contract adherence.
• Set expectations and deliver results accordingly.
• Instill strong business ethics and sense of urgency in a matrixed business environment
• Work collaboratively across all departments
• Oversee implementation of projects through closure and ensure client receives appropriate communication
• Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction

Strategic Responsibilities 

• Work closely with clients and peers to understand and anticipate their needs
• Think through and solve complex problems; proactively provide mitigation for future problems
• Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes
• Stay informed of current industry best practices, working with clients and internal cross-functional teams to apply best practices where appropriate

Tactical Responsibilities 

• Interpret and understand KPI’s, contracts, and SLA’s
• Demonstrate innovative thinking and strong problem-solving skills
• Serve as client advocate within the company as well as company advocate to client
• Must be able to fully set up customer information in OPACS/ERP

Requirements

• Minimum of 2 years' experience using a case management system (Salesforce is preferred)
• Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment
• Strong demonstrated oversight for handling complex client issues
• 3PL is highly preferred working with premium brands

• Background with Continuous Improvement and Project Management is recommended
• Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook

This is a hybrid role requiring at least three days per week in our Detroit office.

The Doxim Advantage
Benefits That Fit: As of Day 1 of employment, our flexible benefit options have you covered from healthcare to employer-matched retirement savings and everything in between.
Growth That Excites: We are passionate about nurturing talent from within so this won’t be just a job – it will be a journey.
Time Off That Recharges: Take the breaks you deserve with our generous PTO policy designed to help you rest, reset, and return at your best.
Refer & Reap the Rewards: Love working at Doxim?  When you refer talented people to join us, you’ll earn a bonus through our Employee Referral Program. Great people know great people!

Thank you for your interest in Doxim!  Due to the volume of applications we receive, only selected candidates will be contacted.