Client Experience Manager

Summary

Join Summit as a Client Experience Manager and lead a team dedicated to providing exceptional client service and support. You will mentor team members, develop training programs, handle complex issues, and collaborate with cross-functional teams to enhance the customer experience. This role requires strategic decision-making, data analysis, and fostering strong client relationships. You will set clear goals, communicate the department's vision, and drive initiatives to improve customer satisfaction and retention. Summit offers a competitive benefits package and a fun, casual work environment.

Requirements

• Minimum of 5 years of experience in customer service or customer experience management, with at least 3 years in a leadership role
• Proven track record of successfully leading and developing high-performing teams
• Excellent communication, interpersonal, and problem-solving skills
• Strong analytical and decision-making abilities, with the ability to analyze data and make strategic recommendations
• Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines
• Knowledge of CRM systems and customer service best practices

Responsibilities

• Lead and mentor our team of Customer Experience Managers and Technical Account Managers, guiding them in delivering exceptional service and support to our valued clients
• Develop and implement training programs that empower our team members to continuously improve their skills and exceed customer expectations
• Personally handle customer escalations and complex issues, demonstrating our unwavering commitment to resolving challenges and ensuring client satisfaction
• Work closely with our cross-functional teams to brainstorm and implement strategies for enhancing the overall customer experience
• Set clear expectations and goals for our Client Experience team, ensuring that they have the resources and support needed to meet and exceed client satisfaction targets
• Communicate the vision and objectives of our Client Experience department, inspiring our team to go above and beyond in their efforts to support our clients
• Drive initiatives aimed at improving customer satisfaction and retention rates, leveraging insights from customer feedback and performance data
• Work closely with Delivery and Product Management teams to provide feedback on performance and Client needs
• Develop insights and reporting on Client trends, tracking client satisfaction and engagement rates, among other important KPIs
• Encourage and track Client growth opportunities as we continue to generate new service opportunities for Clients and grow their revenue shares with Summit
• Cultivate strong relationships with our key clients, serving as a trusted partner and advocate for their needs within our organization
• Foster collaboration and alignment with internal stakeholders to ensure that our customer care efforts are seamlessly integrated with our broader business strategy
• Make strategic decisions regarding resource allocation, staffing levels, and departmental priorities to optimize the effectiveness of our customer care operations
• Analyze data and performance metrics to identify trends and opportunities for improvement within our customer care department, guiding strategic decision-making
• Lead discussions and planning sessions to define the future direction of our customer care department and its role within the organization
• Take decisive action to address customer escalations and complex issues, balancing the needs of our clients with the resources and capabilities of our team
• Collaborate with leadership to develop and implement policies, procedures, and initiatives that drive continuous improvement in our customer care efforts

Benefits

• Flexible Time Off
• 401k with an employer match
• Free employee collocation and cloud account
• Life Insurance
• Long Term Disability
• Health Insurance
• Vision Insurance
• Dental Insurance
• A fun and casual work environment