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Manager, Client Services
1 month ago
Harris Local Government (Computer Arts) - Meridian, ID
We're looking for a creative and visionary individual to join us as our Manager, Client Services for our Computer Arts product line. In this pivotal role, you will be the driving force behind our commitment to delivering exceptional support to our clients. As the first manager in this capacity, you will have the unique opportunity to build and shape the future of our client support experience. By leading and developing the support team, you will play a crucial role in ensuring our clients receive top-tier assistance and guidance.
About The Role
The Client Services Manager will lead and motivate a team of support professionals while developing and maintaining customer relationships that promote retention. This role will also be responsible for defining, implementing, and monitoring business processes that will lead to optimum performance levels.
The ideal candidate will have a history in a client support or success role. He/She is looking to take the next step in his/her career and is open to learning and growing with us in a long-term position. If you are great at fostering relationships across multiple personality types, have an eye for process improvement, and enjoy nurturing a team, you are our ideal candidate
People
Day to Day Responsibilities Include:
Create an environment of psychological safety with an open collaborative culture where ideas are welcome.
Oversee standards of work for support staff, measure performance, and ensure all staff maintain high levels of customer satisfaction.
Identify coaching and career pathing opportunities for team members. Execute course correction plans to ensure team member success.
Responsible for training new personnel in the proper customer support procedures and activities, use of service tracking tools, product operation and function, as well as company and departmental policies and procedures.
Coordination and lead of team meetings on a regular cadence to include consistent one to one meeting(s) with team members to discuss progress of work, resolve problems, and ensure that standards for quality and quantity of work are met.
Process
Maintaining customer contact databases (Team Support, MailChimp).
Continuous process improvement through data driven collaborative approach.
Focus on automation opportunities within existing processes to remove areas of “rub” for the team.
Create collateral and associated presentations to ensure successful implementation of processes.
Showcase the “why?” and “what’s in it for me?” when launching process improvement.
Results
Create reports and dashboards to measure metric history as well as real time queue.
Through dashboards, monitor the overall performance of the department by tracking and analyzing statistics (KPI’s) and trends; provide reporting to the Vice President of Client Services for weekly status meeting.
Monitor customer satisfaction through CRM and NPS reporting.
Assist leadership with formation of departmental revenue goals related to client services with ongoing reporting on status of reaching those goals throughout the month.
Customer
Continuous focus on customer adoption and high level of satisfaction through proactive outreach, expansion of knowledge base, and comprehensive training programs
Serve as a customer escalation point to analyze, determine root cause of customer issues, and develop a satisfactory resolution for both client and the business.
Ensure contractual obligations are met
Solution selling through the identification of upsell/cross sell opportunities that will solve customer challenges.
Key stakeholder in coordination of company representation at industry conferences, user group meetings, and on-site visits
Collaboration
Work closely with internal departments to ensure client and inter-departmental issues are resolved in a timely manner.
Communication with product development to ensure technical information is relevant/current and partner to help determine areas to grow the product through the addition of new components
Skills/Experience Required
Bachelor’s Degree OR minimum of five years commensurate experience
Self-starter, ability to manage deadlines with little to no direct supervision.
Ability to multi-task and work in a fast-paced environment.
Instinct to evaluate and motivate customer service staff.
History in role where documentation through a CRM was a requirement.
Collaborative team player with ability to work within all levels in an organization.
Critical thinking and problem-solving skills.
Ability to work directly with customers, vendors, and other service providers unsupervised.
A level of comfort appearing on camera for customer facing and internal team calls.
Experience with remote access programs a plus
Proficient knowledge of Microsoft 365 office suite with data analysis ability within Excel preferred.
Travel
Up to 20%
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