Internal Opportunity: Senior Client Engagement Manager, CED

Taxback International is a leading global VAT solutions provider. Our integrated technology streamlines the processes of global VAT compliance, recovery & payment for Enterprise and Medium sized businesses worldwide.

Our global footprint encompasses 35 offices worldwide and we do business across 100 countries on a daily basis. In Bulgaria alone, we have 850 + employees across our offices in Varna, Veliko Tarnovo and Shumen and we’re continuing to grow!

The Senior Client Engagement Manager is a team leader of the Client Engagement Executive team. The role includes ownership of the clients managed by the Client Engagement Desk as well as team management day to day to ensure high performance and focus on ROI related activities. As well as liaising with the key stakeholders within the Client Management team, the Senior Client Engagement Manager also works closely with Sales, Solution Consultancy and Commercial Operations teams.

Key Responsibilities:

• Manage SLAs, allocation and management of all client tickets.
• Be the owner of all clients’ tickets towards the internal teams.
• Work closely with Commercial team management in the change journey and optimization of the Client Engagement Desk and its clients to meet technology focus
• Management of Client Engagement Executive team and their OKRs.
• Drive best practice of Client Engagement Management across the Client Engagement Desk and drive strategic changes.
• Manage onboarding and training of new team members.
• Work closely with Solution Consultancy to ensure that all training materials are accurate based on latest product development.
• Track and exceed Business performance according to set OKRs and deliverables.
• Identify and optimise new initiatives and processes to upsell Comply to current CED clients.
• Manage contract renewals with CED client book.
• Be the client representative internally to ensure that client requirements are met timely when several stakeholders are involved from contract signing, implementation and the ongoing relationship.
• Ongoing usage of SalesForce and its reporting capabilities.
• At all times exceed client expectations.

• Fluency in English verbally and written is a requirement. Additional languages are a strong advantage.
• Strong experience in leading a client desk such as the Client Engagement Desk.
• Organized and with the client needs front of mind - bringing an outside-in perspective to optimise processes and maximize returns.
• Works well independently with a strong sense of how to prioritise.
• Energetic and have the stamina to deliver results both in the short and long term.
• Process and metric driven to meet client SLAs.
• Results orientated in your approach.
• A strong communicator and feel comfortable leading dialogues in cross-cultural teams.

At Taxback International, We are a community of like-minded individuals committed to excellence in everything we do. We create an innovative, collaborative, and supportive workplace that allows our brilliant people to unleash their potential.

Recognised as a both a Great Place to Work and Deloitte Best Managed Company, we believe that recognition goes much deeper than just financial rewards. Therefore, in addition to a competitive salary, we also offer an exclusive benefits package that includes:

• Flexible Working Policy with a combination of remote and office working 
• Multisport Cards
• 22 Annual Leave Days for all employees plus additional days with length of service
• Lifework days: ½ day each quarter to get your life work done
• Summer flex hours where you can work your 40 hours across 4.5 days 
• Additional Health Insurance including dental and vision care
• Team Buildings & Parties
• Life Insurance
• Refer a Friend Bonus
• Discounts across various stores, theatres, restaurants
• Employee-led CSR Programme, CluneTech Cares, with one paid Volunteer Day per year
• CluneTech Life – corporate wellness program
• Monthly Food Vouchers
• Company Paid Trainings & Learning Accounts
• #OneTeam Awards and Annual Employee of the Year Awards
• Milestone Recognition Program
• Free Sports: Football, Tennis, Volleyball
• Employee Assistance Program
• Meeting Free Days – a specific no meeting day where we encourage no meetings so you (and your team) can focus on getting things done!
• Compassionate Leave: up to 4 weeks paid leave for the loss of a loved one
• Compassionate Leave for pets: up to 2 days
• 5 days company-paid Miscarriage / Pregnancy Loss Leave (applicable for partner also)

We would like to thank you for your interest in this role. Please note that only shortlisted applicants will be contacted for an interview. 

At Taxback International, we are proud to be an equal opportunities employer. Qualified applicants will be considered without discrimination on the basis of gender, marital status, family status, sexual orientation, religion, age, disability and race. This position is also suitable for individuals with permanent impairments (with ≥50% incapacity) who have no medical preventatives to be employed.

Please note that when applying for a position with CluneTech, you voluntarily submit your personal data. This data will be processed for the following purposes: selection of candidates for this position; selection of candidates for future positions occurring within the next 6 months, unless you explicitly state your disagreement; connecting with candidates in connection with the objectives of labor market selection and research; signing an employment or other type of contract. Personal data provided for these purposes will be retained for up to 6 months. You have the right to request the deletion, correction or blocking of personal data