Client Care Manager Ellie Mae
THIS JOB HAS EXPIRED Description
The Client Care Manager works to create a client care team that has a competitive advantage, through improving operational efficiency, empowering agents with training and information to meet client?s needs that will result in improved client retention and profitability for Ellie Mae.
Primary duties and responsibilities:
Manage to business processes, which, when implemented, will lead to exceptional performance.
Manage to a set consistent client care organization key performance indicators.
Develop strategic and tactical proposals for the department to support company initiatives.
Execute on assigned project deliverables.
Select and recruit team members with high potential in service delivery.
Develop client care staff through effective hiring, coaching, evaluative performance feedback and guidance.
Provide leadership and training for all agents in a professional and positive manner to promote corporate goals and achieve department objectives.
Manage client escalations as necessary.
Ownership and management of assigned roles and responsibilities in the incident management process
Escalate product trends to the product management team for resolution.
Work cross functionally to accomplish company goals and initiatives.
Skills and knowledge requirements:
Five or more year?s minimum experience in a customer-facing support role.
Full knowledge of Client Care functions, procedures and quality of service measurement.
Excellent analytical and problem resolution skills.
Excellent written and verbal communication
Excellent organizational and time management skills.
Ability to lead, train and motivate staff
Ability to set goals and meet deadlines.
Excellent customer service and crisis management skills
Strong knowledge of company policies, procedures and process.
Ability to work well with all levels of management
Bachelor's degree in Business Administration or Computer Science preferred
Lead, coach, foster teamwork; motivate
Select or recommend a choice and implement the most appropriate solution for the situation.
Effectively manage to meet the demand of a large number of client inquiries at the same time; plan own time and schedule.
Speak effectively, foster open communication; listen to others; deliver presentations effectively. Demonstrate the ability to present information clearly so that it is understood by others; achieve understanding and agreement with other departments.
Build relationships and manage disagreement.
Analytical and innovative
Drive for results, eager to learn and show work commitment.
Act with integrity; demonstrate adaptability.
||Pleasanton, CA |
THIS JOB HAS EXPIRED