Client Support Manager

The Client Support Manager is responsible for overseeing the client support team and ensuring exceptional service delivery to our customers. They play a pivotal role in maintaining client satisfaction, resolving issues efficiently, and identifying opportunities to enhance the overall customer experience. The ideal candidate will possess excellent communication skills, leadership abilities, and a strong commitment to customer success.

Key Responsibilities:

Leadership:

• Lead, mentor, and motivate the client support team (5 – 10 individuals) to deliver high-quality service.
• Manage day-to-day administrative operations, including schedules and backup duties.
• Set clear performance objectives and provide regular feedback to team members.
• Foster a positive and collaborative work environment that encourages teamwork and professional growth.
• Implements and evaluates strategies to improve employee performance including performance improvement plans and making final determination on terminations of employment.
• Collaborate with all departments to find solutions that benefit the overall organization.

Client Relationship Management:

• Serve as the primary point of contact for clients, understanding their needs and addressing concerns in a timely manner.
• Develop and maintain strong relationships with clients, becoming a trusted advisor and advocate for their success.

Issue Resolution:

• Manage escalated client issues, working closely with internal teams to ensure prompt resolution.
• Implement effective problem-solving strategies to address client concerns and prevent recurrence.
• Keep detailed records of client interactions and resolutions, maintaining a comprehensive database of support activities.

Process Improvement:

• Continuously evaluate and improve support processes to enhance efficiency and effectiveness.
• Collaborate with cross-functional teams to streamline workflows and optimize the client support experience.
• Stay abreast of industry best practices and emerging trends in client support, incorporating innovative solutions as appropriate.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) to track team performance and identify areas for improvement.
• Prepare regular reports on support metrics, highlighting trends, successes, and areas of concern.
• Present findings to senior management and make recommendations for strategic improvements.

Qualifications:

• Bachelor's degree in business administration or a related field (preferred).
• Proven experience in client support or customer service management, with a track record of success in a similar role.
• Strong leadership skills with the ability to inspire and motivate team members.
• Excellent communication skills, both written and verbal, with a customer-centric approach.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Exceptional problem-solving abilities and a proactive attitude towards issue resolution.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.

Benefits:

• Competitive salary
• Company paid health insurance
• 401K retirement savings plan
• Paid time off and holidays
• Opportunities for annual bonus and monthly commission

Join our team and make a meaningful impact on our clients' success!