Manager, Customer Success

1 week ago

Tampa, United States Vector Solutions Full time

Apply Description Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector's unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more. Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer , smarter , and better decisions. Vector Solutions is seeking a Manager of Customer Success, who will be responsible for leading a team that ensures the satisfaction and retention of our clients. You will play a critical role in managing client relationships, driving continuous improvements in client success processes, and supporting change initiatives. This position is key to fostering long-term partnerships with our clients in the public safety sector and ensuring they receive the full value of our products and services. What You'll Do: Drive customer satisfaction and retention by ensuring that clients receive excellent service and support tailored to their needs. Lead the day-to-day operations of your Customer Success team, ensuring that processes are consistently followed and best practices are applied. Act as the primary escalation point for client concerns, working to resolve issues efficiently while maintaining high levels of customer satisfaction. Develop and implement processes that improve team efficiency and ensure delivery of a superior client experience. Collect and report on key performance metrics related to team success, customer satisfaction, and retention rates, identifying areas for improvement. Collaborate with internal teams, including Renewals, Sales, Customer Care, Product, Engineering, and HR, to align customer success strategies with business goals. Support transformation efforts within the customer success function, adapting team procedures and strategies to meet changing business and client needs. Requirements Bachelor's degree in business, management, or a related field. 5+ years of experience in customer success, client relationship management, or a related field. Experience supporting customers local and state government agencies is highly preferred. Proven ability to manage and improve customer success or client relationship processes, with experience in change management and process improvement. Ability to lead and inspire a team to deliver exceptional client experiences. Excellent project management skills, with the ability to prioritize and manage multiple responsibilities simultaneously. Strong communication and problem-solving skills, with a focus on customer service excellence. High attention to detail, follow-through, and accountability. Experience working with clients in the public safety sector is preferred. Ability to travel up to 30%. Prolonged periods of sitting at a desk and working on a computer. May occasionally lift up to 15 pounds. What You Can Expect Friendly, open, and casual work environment. Comprehensive, quality benefits package effective first of the month following your date of hire. Tuition Reimbursement Program. Matching 401(k) retirement plan. Healthy work-life balance with flexible work arrangements and generous time off. Generous referral incentive program. Company social events. Philanthropic opportunities. What We Value: Teamwork - Above all, we're a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team. Customers First - Our customers' success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments. Make a Difference - It's not a job, it's a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members. Inclusiveness - Uniqueness is powerful. Diversity, equity and inclusion guide how we build our teams and cultivate our leaders, creating a company that promotes a variety of perspectives and crucial conversations, leading to better outcomes. Act Now - We act with urgency. The best time to get something important done is now. We don't wait and let perfection be the enemy of good. Curiosity - We love a good challenge. We're scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing. Ownership - We own the outcome and don't pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own. Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, (including gender identity), sexual orientation, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, marital status, or status as a protected veteran. #J-18808-Ljbffr

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