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Client Services Operations Manager

Employer
Foundant Technologies
Location
Montana, United States
Salary
Salary Not specified
Closing date
Jan 1, 2021

Position Summary: This position is a driving factor for the effectiveness and efficiency of our Client Services (CS) department. Working as a trusted partner to both CS and Executive Leadership, the Client Services Operations Manager focuses on defining customer success objectives, strategy, tactics, and the implementation of processes that scale, all driven through customer data insights.

Responsibilities:

● Serve as liaison between Client Services and other departments to ensure accurate and timely communication and collaboration

● Ensure a seamless handoff from Sales to Client Services teams

● Work closely with members of the Client Services, Sales, IT, Marketing, and Product teams regarding planning, process management, revenue analysis and productivity

● Support Client Services Management Team to collect, input, verify, correct and analyze data to measure key performance indicators versus business objectives

● Be an active member of each team within Client Services, helping drive client across GLM, SLM and CSuite products

● Track and communicate Client Services KPIs within the Client Services and across company-wide status update meetings

● Develop and improve workflow processes to ensure a lean and efficient operation and maintain documentation of best practices and process changes

● Support management of client service budgeting ensuring staff planning aligns with business needs and plan

● Identify opportunities for process improvements and escalate system issues

● Lead ad-hoc team and company-wide projects

● Expand on and develop new agile operational models around client management

● Follow your curiosity and pursue hunches to uncover deep insight to steer our growth and client satisfaction; you will be bringing new perspectives to the table

Minimum Requirements:

● 3+ years of operational and management experience, with emphasis on customer service organization and infrastructure

● Distinct customer service and process mentality

● Excellent time-management skills with the ability to multi-task

● Advanced Microsoft Suite and Excel skills

● Strong experience modeling complex problems, both conceptually and tactically (spreadsheets, analysis tools, visualization)

● Endless curiosity and enjoy digging deeper for better understanding

● Want to be a key part of impacting the philanthropic community

● Are passionate, enthusiastic and eager to learn

● Goal achievement-oriented

● Are a strong team player with a “can do” attitude

● Possess an aggressive, positive attitude and strong collaborative streak

● Have impeccable organizational skills and consider yourself a self-starter

● Experience working for a SaaS company or new implementations is preferred

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