Client Success Manager Ellie Mae
THIS JOB HAS EXPIRED Description
The Client Success Manager is responsible for the successful execution of program deliverables. Deliverables may vary based on client need and the specific service to which the Client Success Manager is deployed to engage in ? the Client Success Manager will balance priorities, develop tactical and strategic action plans, and meet the commitments of the program and those which exist with the client. Client Success Managers will form and manage virtual teams, cross-functionally and when appropriate, to appropriately address client concerns as a function of their engagement with the client. As part of their engagement, the Client Success Manager will apply their breadth and depth of knowledge of Ellie Mae solutions, platform technologies, and business workflow to address client concerns holistically by problem solving, and by building and transferring knowledge to the client that results in realization of value of their investment in Ellie Mae.
Primary duties and responsibilities:
Identify the root of complex problems and develop and execute on a plan for resolution.
Strive for timely resolution, balancing completeness of resolution and quality of service.
Recognize and respond accordingly to systemic customer and company-impacting problems.
Participate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, drive resolution with internal teams, and develop appropriate alternative solutions for the client as needed to meet project objectives.
Act as a subject matter expert to review product issue and enhancement requests for detail and feasibility before submission to product management.
Understand and follow company and departmental guidelines and policies for customer interaction.
Maintain and promote consistent behaviors and delivery across the team.
Manage project deliverable backlog to program standards and customer expectation/satisfaction.
Act as a mentor throughout the organization.
Author and drive the use of knowledge articles for internal and external users.
Thoroughly and accurately document details of all client interactions in CRM system.
Help to identify and develop tactical proposals for the department to support company initiatives.
Implement procedures and training tools for the agents on troubleshooting, customer service skills and handling issues.
Skills and knowledge requirements:
Eight or more years? experience in a customer-facing advanced technical support role.
Demonstrated relevant subject matter expertise in one or more areas ? Ellie Mae (or industry related) products and services, client-server business systems software, and/or business process and best-practice workflow in relevant industry.
Proven effectiveness in a role that requires multi-tasking, leadership, and strong customer soft-skills.
Demonstrated ability to confidently deliver solutions and resolve issues.
Team-oriented, demonstrates a professional and cooperative attitude.
Exhibits flexibility, can multi-task several priorities to completion, finishes ad hoc projects and requests when needed.
A two, or four year degree in Computer Sciences, or equivalent certifications in technology or industry process preferred.
Excellent analytical and problem resolution skills.
Excellent written and verbal communication
Excellent organizational and time management skills.
Experience in project management and/or program leadership.
Ability to set goals and meet deadlines.
Excellent customer service and crisis management skills.
Ability to work well with all levels of management.
Maintain composure and professionalism under high-pressure conditions; open-minded; solicits feedback.
Analytical; proactive; creative problem solver.
Exhibit high regard for teamwork and collaboration.
||Pleasanton, CA |
THIS JOB HAS EXPIRED