Manager, Client Support

JOB SUMMARY

As a Manager of Client Support your focus will be on managing specific Client Support Team Leads and Subject Matter expert teams. You will be responsible for the success of your team’s client experience which will be measured on a scorecard. You are responsible for coordinating the daily operations of your team and ensuring that customer needs are met efficiently and effectively.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Determine and align staff size and inbound/outbound associate workflow to call forecasting
• Providing leadership direction, expectations, coaching and mentoring to Team Leads and Client Support Technical Leads; meeting with them on a regular cadence
• Tracking and coaching team & tech leads on specified KPIs and performance goals
• Work with Salesforce admin team on continued workflow/process improvements
• Facilitate accountability to workflow queues and backlog case follow through to resolution (including but not limited to VIP and Escalation queues)
• Handle escalated client calls to ensure client satisfaction and retention