Client Success Coordinator

2 weeks ago

Atlanta, Georgia, United States City of Atlanta Full time

Job Grade: G - 23

Salary Compensation: $58, $78,092.30

Position posted until filled

General Overview and Classification Standards

Under the guidance of the Deputy Commissioner, the Customer Experience Manager plays a pivotal role in aligning the objectives of the City with those of its customers. This position is dedicated to fostering a data-driven and customer-focused approach that enhances customer relationships, drives outcomes, and prioritizes customer loyalty, retention, and satisfaction. The ideal candidate will possess a customer-centric mindset and exceptional organizational skills, with a focus on addressing the long-term needs of ATL311 customers.

The Customer Experience Manager will collaborate with customers to ensure they have access to the necessary tools and support for successful service request submissions. This role is also responsible for conveying customer behaviors to the Department of Customer Service's Leadership Team and other City departments through regular, data-focused reporting.

Supervision Received

This position operates independently while participating in regular meetings with senior management, mid-level management, and staff, which may include interactions with executive leadership and elected officials. The role requires routine collaboration with managers, directors, and senior leadership to achieve shared goals and initiatives. Direction is generally broad, emphasizing end results and collaboration. The position entails planning one's own work and project timelines.

Key Responsibilities

  • Conduct customer research initiatives and analyze findings to enhance understanding of customer experience (CX) and identify pain points.
  • Utilize human-centered design (HCD) and other innovative approaches to product development.
  • Advocate for exceptional customer experiences across the organization, ensuring consistency across all contact channels and platforms.
  • Partner with senior management to establish long-term goals and strategic plans that exceed customer expectations, positioning the department for exemplary success.
  • Develop and implement CX strategies aimed at boosting customer satisfaction and retention.
  • Oversee customer service workflows and processes to guarantee seamless service delivery and resolution of customer inquiries.

Additional Responsibilities:

  • Stay informed on industry best practices and demonstrate a commitment to leading trends.
  • Exhibit project management capabilities to coordinate and ensure the success of various programs.
  • Demonstrate outstanding communication skills, both written and verbal, with the ability to tailor messaging for diverse audiences and simplify complex technological concepts.
  • Possess excellent presentation skills, particularly in developing presentations and sharing data insights.
  • Exhibit strong prioritization, problem-solving, multitasking abilities, and the capacity to work independently in a dynamic environment.
  • Showcase strong analytical and creative problem-solving skills, along with a solid understanding of process design.
  • Demonstrate proven experience in designing and executing comprehensive user engagement journeys.
  • Apply knowledge of business process analysis and design techniques, utilizing modeling and collaborative tools.
  • Exhibit strong leadership skills with a history of building and guiding high-performing teams.
  • Display a natural curiosity and initiative to lead and manage projects from inception to completion.
  • Motivate and influence individuals and teams, adopting a proactive work approach.
  • Possess data visualization experience, including the ability to analyze raw data and create informative graphs.
  • Manage the CRM case-management platform to ensure effective case resolution and timely responses to customer inquiries.
  • Develop and maintain mechanisms for customer feedback to facilitate continuous improvement of the CX.
  • Collaborate closely with other departments to ensure cross-functional cooperation and a seamless customer experience.
  • Maintain a comprehensive understanding of departmental workflows, challenges, and customer expectations.
  • Regularly evaluate operational risks or dependencies within the team, reporting and making necessary adjustments.
  • Understand CX best practices, drive process enhancements, and propose innovative operational methods with a focus on simplification.
  • Identify opportunities or challenges to address, leading and delivering projects and solutions that advance the organization.
  • Respond to escalated issues with urgency, coordinating resources to support expedited outcomes.
  • Review onboarding plans and engagement models to ensure high-quality and technically accurate delivery.
  • Collaborate across functions with internal stakeholders to enhance service delivery and process improvements that address customer challenges and optimize the CX.

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