Client Relations Manager

1 week ago

Bradenton, Florida, United States IMG Academy Full time

Customer Support Manager

About IMG Academy
IMG Academy is recognized as a premier institution in sports education, dedicated to providing a comprehensive educational framework that equips student-athletes for success in their future endeavors. Our innovative programs offer diverse opportunities for growth through both on-campus and online experiences.

  • Residential programs and training camps at our state-of-the-art facility.
  • Virtual coaching through the IMG Academy+ platform, focusing on personal development through sports.
  • Online college recruitment via the NCSA brand, offering resources, tools, and access to a vast network of college coaches.

The Customer Support Manager plays a crucial role in leading and managing the customer support team, ensuring exceptional service experiences for both prospective and current clients. This position oversees a team of customer support specialists who manage the onboarding process for various programs, serving as the primary contact for clients throughout their journey.

The Customer Support Manager will actively seek opportunities to improve the customer experience while serving as a resource for the support team in resolving complex client issues. Collaborating closely with campus leadership and sales personnel, this role is essential in delivering a positive brand experience to all clients.

Key Responsibilities

  • Manage the customer journey from the point of sale through to service delivery.
  • Develop a standardized customer experience protocol for the support team.
  • Establish best practices at each stage of the customer journey and create tailored training programs.
  • Formulate strategies to boost revenue from additional services such as transportation, equipment packages, and excursions.
  • Implement effective retention strategies.
  • Act as a liaison between support staff and upper management.
  • Supervise support staff responsible for processing registrations for various programs.
  • Conduct training sessions and meetings focused on communication, customer feedback, and best practices.
  • Effectively manage time to meet personal and organizational objectives while collaborating with the advisory team.
  • Provide assistance to Camp Advisors and external staff in addressing concerns.
  • Exhibit comprehensive knowledge of all camp and boarding school offerings.
  • Comply with all company policies, procedures, and ethical standards.
  • Perform other related duties as assigned.

Required Knowledge, Skills, and Abilities

  • Bachelor's degree or equivalent professional experience.
  • 2-3 years of experience in customer service, preferably in the sports or entertainment sectors.
  • General understanding of sports.
  • Proven track record in sales performance.
  • Proficiency in MS Office applications.
  • Strong desire to collaborate with colleagues.
  • Excellent written and verbal communication skills.
  • Strong attention to detail.

Preferred Qualifications

  • Bilingual capabilities.
  • Master's degree in Sports Management, Business, or a related field.

Physical Requirements and Work Environment

  • Ability to lift and move equipment or boxes weighing over 40 lbs.
  • Capability to navigate various campus facilities, including gyms and fields.
  • Flexibility to work evenings, weekends, and holidays as needed.

Background Requirements

  • Background check required upon offer.
  • Drug test required upon offer.

We are committed to fostering a diverse and inclusive workplace. If you are enthusiastic about this role but do not meet every single requirement, we encourage you to apply. You may be the ideal candidate for this or other opportunities.

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