Client Services Manager Switchfly
The Switchfly, Client Services Manager (CSM) will be based in San Francisco, CA and will be responsible for establishing/sustaining a very ?detail oriented? flow of communication with Switchfly clients. The role will include a range of responsibilities including but not limited to account servicing, system training, business requirements authoring and client operational support. Additional objectives include enhancing client transparency into platform architecture & Switchfly processes, along with product ?coaching?.
To succeed in this role, you must have a desire for customer interaction and learning intricate system complexities, all while being an excellent communicator. You cannot be afraid to dive deep into technical concepts. You must have tenacious motivation, being able to remain highly efficient while managing numerous correspondences and workflows.
You will work closely with multiple groups within the organization, including but not limited to Engineering, Support and Product. Successful employees will find reward in building client understanding of core technical concepts, ultimately being valued as a reference for all incoming correspondence. You will understand the value of timely responses, and put client satisfaction at the top of your underlying objective.
This role, along with your other Account Management teammates will serve as the ?detail? layer for the overall Strategic Accounts group. You will assist Strategic Account Managers (SAMs) in more effectively driving product adoption and clients? project focus.
Obtain a solid understanding of clients' systems and technical integrations with Switchfly
Enhance client visibility into Switchfly system architecture/functionality
Own multiple communication channels per client across Switchfly global customer base
Research customer issues, developing automated solutions where applicable, and creating operational workarounds if appropriate
Become subject matter experts on clients assigned
Manage web development projects enhancing client sites? user experiences
Manage service orders, gaining customer approval (when applicable), and communicate across all departments
Aid the SAM team in driving overall client strategy
Thinking ?above your level? of responsibilities to provide management pertinent feedback on day-to-day efficiency and workflow
Excellent work ethic
Must be self-motivated, team-oriented, very responsible, and passionate about exceeding client expectations
Knowledge of and experience with online travel and general ecommerce
General understanding of technical concepts
Exceptional organizational, presentation, and communication skills - both verbal and written
Demonstrated ability to author business requirements
Ability to excel in a high-stress and fast-paced environment
Extensive knowledge of MS Office, Excel, and PowerPoint
||601 Montgomery Street |
San Francisco, CA 94111