Client Success Manager SolutionReach
THIS JOB HAS EXPIRED The Client Success Manager supports the leadership and operation of the Client Success Department by coaching, training, and motivating the team to achieve departmental KPIs. This position will be located in our Lehi, Utah office and will report to the Director of Client Success.
You will, among other things:
Coach, train, and lead Client Success teams to accomplish the goals of the Client Success Department.
Monitor customer phone calls to ensure consistency of customer experience and implementation of learned skills.
Respond to and resolve all customer issues escalated from Client Success Team Leads.
Analyze monthly KPI?s and prepare action plans to address areas of improvement.
Conduct regular staff meetings and one-on-one meetings with direct reports.
General call center management responsibilities:
Recruit, hire, and retain quality individuals
Implement effective staffing plans
Resolve personnel concerns
Meet and exceed department objectives and goals.
Have a Bachelor?s degree in business or other related field.
Have 5+ years of call center management experience, with 2-3 years of call monitoring experience.
Possess excellent written and verbal communication skills.
Have experience delivering training and coaching in classroom and one-on-one setting.
Possess a comprensive understanding of and ability to drive performance towards call center KPI?s.
Execute strong leadership presence with the ability to motivate and inspire improvement in Client Success Team Leads and Representatives.
Be able to hold individuals accountable to performance metrics.
Experience in the Medical, Dental, and/or Vision industry is a plus.
Additional awesome things our Solutionaries get just for working here:
15 days PTO accrues their first year, in addition to 10 paid Company Holidays.
Bagel Tuesday, Monthly Birthday Lunches, Team lunches, random potlucks, and unlimited soda.
An on-site fitness facility to combat all the food we bring in.
401K matching -- 50% of the first 6% that our Solutionaries contribute.
Charity Donation matching -- we match, dollar-for-dollar, charitable donations up to $250 per Solutionary, per year.
Yearly Day of Service -- we take a random day off during the week, to volunteer in our community as a Company.
...among other stuff. Apply today to find out!
||Lehi, UT |
THIS JOB HAS EXPIRED