Manager of Client Services

2 weeks ago

Remote, United States Community Brands Intermediate, LLC Full time

Overview

We are seeking a Manager of Client Services (Remote) to join our growing team with Ravenna Suite

Ravenna Suite

Providing independent and private K-12 schools with premium admissions and student management services, the Ravenna Suite delights both schools and families with cloud-based admissions and enrollment, tuition management, financial aid, payments, academics, accounting, and fundraising solutions. Our software empowers schools to thrive throughout the year with user-friendly and connected solutions. Learn more at ravennasolutions.com.

Responsibilities & Qualifications

Position Summary

Manages a small team of implementation specialists that are responsible for the implementation of technical systems, software, hardware or solutions while also assisting external clients and evaluating client needs. Oversees and supports multiple implementation projects. Reviews external client's product demands, develops project plans and ensures that implementations are completed on time, within budget, and meet client expectations. May be involved in pre-sales product demonstrations or provide assistance in scoping projects or developing proposals.

A Day in the Life

* Manages subordinate staff in the day-to-day performance of their jobs
* Accountable for all aspects of the client relationship; training services team on technology, communication, review and comprehend reporting metrics around clients to identify areas for improvement
* Lead support team in exceeding our clients' customer service expectations
* Use methodical processes to solve complex customer issues
* Escalation point for any "At Risk" clients developing strategy to ensure retention goals
* Demonstrated leadership/supervisory and project management skills
* Self-motivated, goal-oriented, and driven to succeed
* Create positive, friendly, and helpful client interactions - Strive for exceeding expectations every time
* One call/chat/email/ticket resolution - Strive to meet the needs of the client upon the first interaction
* Communicate via phone, email, chat and help desk ticketing system. Coach clients on using their account, understanding our platforms/services, reading reports, as well as informing them of industry recommendations, system troubleshooting, various data entry assignments, client account set-ups, system walk-through, etc.
* Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
* New hire scouting, interviewing, and performance evaluations
* Authorized to approve special adjustments or exceptions for customers
* Communicate with other departments and leadership

We are looking for someone who brings

* Experience:
* Requires 5 years of experience in related area as an individual contributor and/or supervisor/manager.
* Requires a bachelor's degree or equivalent experience.


* Computer/Technical:
* Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
* Demonstrate ability to learn and understand basic office software applications


* Other Skills:
* Excellent verbal and written communication, organization and follow up skills
* Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
* Proven ability to handle multiple tasks with minimal supervision
* Ability to work effectively within a fast-paced, deadline-driven environment



Total Rewards

Accommodations

Community Brands welcomes and encourages applications from people with disabilities. Reasonable accommodations are available, on request, for candidates taking part in all aspects of the selection process.

About Us

Community Brands - leveling the playing field between for-profits and purpose-driven organizations

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

* Medical, Dental & Vision Benefits
* 401(k) Savings Plan & Company Match
* Flexible Planned Paid Time Off
* Generous Sick Leave
* Casual Environment
* Purpose-Driven Culture
* Work-Life Balance
* Passionate About Community Involvement
* Company Paid Parental Leave
* Company Paid Short Term Disability
* Remote Flexibility

Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.

#LI-REMOTE

#LI-JF1

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