Client Relations Supervisor

2 weeks ago

Santa Clara, California, United States The Ladders Full time
About The Ladders

The Ladders is dedicated to enhancing the standards of professional recruitment through innovative solutions that improve the hiring process. Our team is passionately focused on delivering quality service and ensuring that our clients maximize the advantages of our unique offerings.

The Ladders stands as a leader in the recruitment industry, with our services utilized by numerous organizations across various sectors. Our platform is recognized for its advanced capabilities in connecting top talent with leading employers.

Position Overview

We are in search of a seasoned Customer Success Manager to deliver outstanding service to our clients and to advocate for this principle throughout the organization. The primary objective is to ensure the department operates efficiently and profitably, enhancing client satisfaction, loyalty, and retention while meeting their expectations.

A Customer Success Manager will lead a team of Customer Support Representatives, overseeing their operations and collaborating with other departments to resolve client issues as necessary.

Key Responsibilities
  • Overseeing the daily functions of the customer support team.
  • Facilitating client onboarding, adoption, and growth.
  • Leading client relationship management to address and resolve all service-related issues.
  • Identifying opportunities by monitoring client activities and developing effective solutions.
  • Setting service goals for team members and supporting them in achieving these objectives.
  • Engaging with clients and addressing inquiries and complaints promptly.
  • Maintaining strong relationships with existing clients.
  • Preparing regular reports and surveys, providing insights to the development, sales, and marketing teams.
  • Tracking key performance indicators and market trends, presenting findings to the management team.
  • Promoting client success by educating them on our innovative products and services.
  • Collaborating with sales, marketing, and product development teams to deliver effective solutions to clients.
Qualifications

Essential Skills and Experience
  • Customer-centric mindset with strong analytical skills and the ability to prioritize effectively.
  • 5+ years of experience in customer service or support roles is highly preferred.
  • Exceptional communication skills and the ability to build positive business relationships.
  • Experience in managing diverse teams and training them according to company standards.
  • Ability to set milestones and keep team members focused on tasks.
  • Deep understanding of client concerns and the ability to troubleshoot effectively.
  • Proven success in developing and implementing programs that engage and educate clients.
  • Confident communicator in both written and verbal formats.
  • Knowledge of relevant industry practices and products is advantageous.
Desired Attributes
  • Familiarity with CRM systems.
  • Proficient in Microsoft Office Suite.
  • Strong analytical and multitasking abilities.
  • Excellent time-management skills.
  • A proactive team player who takes ownership of responsibilities.
Education and Experience Requirements
  • Bachelor's degree in a relevant field (Business Administration, Communication, etc.) is required.
What We Offer
  • Comprehensive health, dental, and vision coverage for you and your family.
  • 401K savings plan with employer matching.
  • Generous paid time off and holidays.
  • Opportunities for professional growth within the company.
  • Access to on-site wellness facilities.
  • A vibrant and collaborative company culture.
About The Ladders

The Ladders has experienced continuous growth and success, establishing itself as a leader in the recruitment industry. Our innovative solutions have garnered positive feedback from clients worldwide, reinforcing our position as a market leader. We provide a platform that enables organizations to connect with top talent efficiently, setting the standard for recruitment practices.

At The Ladders, you will have the opportunity to work alongside industry experts in a diverse environment that fosters collaboration and innovation. Our team members bring unique skills and perspectives, contributing to a dynamic workplace where everyone can thrive. We are committed to supporting our employees' professional development and growth within the organization.

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