Manager, Key Accounts Customer Success / CRM - Remote USA (Central Time Zone Preferred)
The Role
The Manager, Customer Success – Key Accounts will be responsible for monitoring and escalading the day-to-day operations and requests of a our largest clients to ensure a quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, and timely resolution of requests to exceed or meet established client metrics and Service Level Agreements (SLAs).
A successful Manager, Customer Success will lead by example, mentor employees, and delegate tasks in a diplomatic manner to the appropriate department. They will be decisive and strategic with a focus on retention and growth but most importantly a sense of urgency is a must They will serve as a coach and mentor, establish trust, and build rapport in the department and throughout the company. They will be able to see the big picture without losing sight of the details or the people who manage them. Based on prior experience at various levels in a fast-paced contact center environment, the candidate will be an expert in the area of customer service and problem-solving. They will comfortably communicate across all levels of the organization, convey needs clearly, and negotiate through amicable solutions.
What You’ll Do
Achievement of intraday, daily, weekly, and monthly SLA targets
Contribute at varying levels of involvement in operational projects and initiatives
Manage day to day operations and ensure that all daily and periodic activities are completed as planned
Manage the delivery of contractual metrics and service levels to satisfy client needs and meet revenue targets
Motivate and develop the Account Management teams through coaching, feedback, and personal development to enhance performance delivery, meet contractual obligations, and maximize staff retention
Leverage Training organization to ensure expectations are aligned
Partner with Workforce Management to support SLAs
Provide an efficient and flexible response to operational issues in order to maintain levels of service delivery, client and customer satisfaction
Provide leadership, direction, develop and maintain team morale
Available to assist in escalations or other issues requiring immediate attention
What You’ll Bring
Minimum 5yrs working within our CRM team environment and a proven understanding of the company goals and our client needs / expectations
Previous CSM experience strongly preferred
High school diploma or equivalent required
Ability to:
Effectively resolve conflict among team members in a manner that promotes team spirit and productivity.
Navigate difficult conversation at all levels (direct reports, teams, management, client, etc.) in a productive manner
Deal with constant change while maintaining a consistent environment for the team
Effectively manage people and provide team leadership
Monitor and coach in a positive and supportive manner
Demonstrate strong emotional intelligence and resilience with the ability to coach these skills in their direct reports
Apply accuracy and attention to detail and data standards to all initiatives
Perform duties objectively, devoid of inherent biases or personal beliefs
Work in teams and coordinate work efforts
Display strong communication, organizational, and interpersonal skills
Analyze data to draw solid conclusions and construct and implement impactful action plans
Thrive in a high intensity, ever-changing, fast-paced environment
Use high proficiency with MS Office suite
Demonstrate strong analytical skills
EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales and Business Development
Industries
IT Services and IT Consulting
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