Client Support Manager
BBSI
Lafayette, CO, United States
Full-time
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!
3 days ago