Global Client Solutions Manager

1 week ago


Suffern, New York, United States Blackbird Recruiting Full time

We are seeking a seasoned professional to join our team as a Global Client Solutions Manager. This role is based in Suffern, NY/Hybrid and offers a salary range of $90,000 - $100,000.

About the Role

In this position, you will be responsible for delivering exceptional client support experiences that meet and exceed expectations. You will work closely with cross-functional teams to drive strategic discussions and inform product improvements. Your expertise in HCM software systems and analytical thinking will enable you to identify opportunities for process enhancements and develop solutions that address client pain points.

Key Responsibilities
  • Develop and implement support workflows, service protocols, and standard operating procedures (SOPs) that align with industry standards of excellence.
  • Monitor and analyze support metrics, including response time, resolution time, client satisfaction, and ticket volume, to inform data-driven decisions and enhance efficiency and service quality.
  • Collaborate with the Client Success team to ensure alignment with the broader company mission and client expectations.
Requirements
  • A minimum of 4-6+ years of experience in client support or customer service management roles, preferably within HCM software environments.
  • Proven record of taking ownership of outcomes and leading teams to achieve high standards of client satisfaction.
  • Strong commitment to understanding and exceeding client needs, with the ability to drive solutions that enhance the overall client experience.
  • Technical proficiency in HCM, HRIS, or similar software systems, as well as experience using support platforms and data analytics tools.
  • Analytical and strategic thinking skills, with the ability to interpret support metrics and inform data-driven decisions.
  • Excellent written and verbal communication skills, with experience in liaising across departments to advocate for support team needs and improvements.


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