Senior Manager of Client Engagement

1 week ago

Greenwich, Connecticut, United States Payarc LLC Full time
Job Title: Senior Manager of Client Engagement

We are a technology-driven company, Payarc LLC, dedicated to empowering people and improving their organizations through innovative payment solutions.

As a Senior Manager of Client Engagement, you will play a critical role in leading our customer support team, ensuring seamless interactions with our clients, and driving business growth through strategic planning and process improvement.

Key Responsibilities:
  • Develop and execute a comprehensive plan to scale customer support operations, leveraging new tools, technologies, and processes to enhance efficiency and consistency.
  • Analyze and forecast support needs based on business growth, allocating resources accordingly to meet evolving client demands.
  • Identify and implement best practices for customer support and call center operations, standardizing processes to improve scalability and customer satisfaction.
  • Supervise employees, conducting performance reviews, goal setting, and providing guidance to ensure team members meet their full potential.
  • Interview and hire new team members, training them to understand Payarc products, systems, and how other departments work together to support clients and merchants.
  • Manage and delegate tasks assigned to the support team, ensuring timely completion of open issues and maintaining high-quality customer service.
  • Act as a subject matter expert, leading investigations into complex issues and serving as an escalation point to resolve problems quickly.
  • Provide exceptional customer service to existing clients, responding to inquiries and resolving issues in a timely and professional manner.
  • Mentor new employees, sharing knowledge and expertise to ensure their success in the role.
Requirements:
  • 7+ years of experience in customer service, with a proven track record of directing essential operations in a customer service department.
  • Proficient in Microsoft Word and Excel, with a strong understanding of business software and systems.
  • Excellent communication, interpersonal, and problem-solving skills, with the ability to influence and lead a team.
  • Spanish speaking a plus, but not required.
Education:
  • College degree preferred, but not required.
Physical Requirements:
  • Prolonged sitting, with occasional standing and walking.

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