Customer Support Manager

3 weeks ago

Horsham, Pennsylvania, United States Interstate Building MTC, Inc. Full time
Job Title: Customer Relations & Field Support Manager

Schedule:
Monday Through Friday : 8:30am to 5:00PM

Job Description:


We are seeking a skilled professional to lead our Field Support team in our Home Office.

As a Customer Relations & Field Support Manager, you will be responsible for overseeing an internal team of Field Support Partners that collaborate closely with Field Directors, Regional Directors, and Operations Managers to ensure effective management of our clients.

In this role, you will play a pivotal part in enhancing client satisfaction and driving the success of our field operations through effective partnership and collaboration.


Key Responsibilities:

  • Work closely with field teams to understand their needs, challenges, and client interactions, serving as a strategic partner in enhancing client satisfaction.
  • Build and nurture strong relationships with clients, understand their expectations, and work collaboratively with field teams to meet and exceed client needs.
  • Provide strategic guidance and advice to field teams on client management strategies, communication approaches, and problem-solving techniques to ensure optimal client satisfaction.
  • Coordinate resources such as technical expertise, tools, and support services to assist field teams in delivering high-quality solutions and services to clients.
  • Assist field teams in addressing client concerns, resolving issues, and implementing corrective actions to maintain positive client relationships and satisfaction.
  • Facilitate the collection of client feedback and insights from field operations, analyze data to identify trends and areas for improvement, and implement strategies to enhance overall client satisfaction.
  • Support the training and development needs of field teams by identifying skill gaps, recommending training programs, and providing resources to enhance client-facing capabilities.
  • Provide oversight and guidance on quality assurance processes to ensure that field operations align with client expectations, organizational standards, and industry regulations.
  • Collaborate with field teams to identify and mitigate potential risks to client satisfaction, proactively addressing issues and implementing preventive measures to maintain client trust and confidence.
  • Lead continuous improvement initiatives aimed at enhancing client satisfaction, streamlining processes, and optimizing resource allocation to achieve positive outcomes for both clients and the organization.
  • Analyze data trends and performance metrics to identify areas of strength and opportunities for improvement.

Key Performance Indicators (KPIs) to track may include:
o Client satisfaction scores
o Client retention rates
o Contract renewal rates
o Number of site visits conducted
o Sales of additional services
o Staffing level rates

  • Ensure the full utilization of Customer Relationship Management (CRM) tools to track client interactions, manage communication, and streamline processes for improved efficiency and effectiveness.

Requirements

Qualifications:
Bachelor's degree in business administration, management, or a related field (Master's degree preferred).
Minimum of 10 years of experience in client management, field support, or a related field.
Proven experience in client relationship management.
Strong leadership skills with the ability to motivate and inspire teams.
Excellent communication and interpersonal abilities.
Strategic thinking and problem-solving skills.
Ability to thrive in a fast-paced and dynamic environment.

The ideal candidate must be able to pass a criminal background check, be authorized to work in the US, and have reliable transportation.

Keen ability in organization agility by balancing internal requirements along with satisfying client requests with proper communication to both parties.

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