Manager, Client Services

A Day in the Life:

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Management Initiatives:
• Works directly with the VP, Client Services to manage the day-to-day operations of the Client Services teams to provide exceptional service and support to all customers.
• Supports recruitment efforts, onboarding, and management of all client services roles.
• Fosters the growth of the Client Services Department through continual guidance and training to individual contributors, ensuring they are on track to meet individual and departmental goals.
• Ensures departmental goals are met to support the corporate mission.
• Occasionally makes quality control calls to customers for follow up to see how your teams are doing.
• Manages and nurtures existing customers to avoid customer attrition through various strategic initiatives, e.g., customer education and training, engagement calls, surveys, etc.
• Ensures the proper use of Salesforce and/or other databases and tools for accurate reporting and record keeping both internally to the CSM department and externally to the other Alertus departments.
• Create QBRs for the company on the state of the customer


Training Initiatives: 
• Oversee training operations including curriculum management 
• Track training goals and metrics to drive continuous improvement in content and expand curriculums as needed to accommodate advancements in technology 
• Ensure all new customer receive New Customer Training as a party of their onboarding
• Manage digital event programs including content development, delivery resources and scheduling.


Client Experience Initiatives:
• Act as a customer advocate and gain insight into customer strategies to help drive success for both them and the company.
• Manage customer feedback strategies including surveys, Customer Advisory Board, CX Reporting and User Groups to drive NPS and ensure customer feedback is documented accurately  and, appropriately conveyed to all necessary internal  stakeholders allowing for process improvement and informing  training/coaching opportunities.
• Work with Product, Sales and Technical Departments to investigate, evaluate, and improve processes to better service our customers.
• Develops strong relationships with internal and external stakeholders in order to drive product adoption as well as product “stickiness”.
• Personally delivers customer health checks-ins along with the CE team to continuously build the best strategies for engagement calls and to develop a comprehensive understanding of our customer base personally managing a book of key accounts.
• Develops and manages customer appreciation programs/initiatives such as determining a method for delivering gifts of customer swag and food. 
• Coordinates customer conversations around product upgrades and new releases to support marketing directives and corporate initiatives.


Cross-departmental Initiatives:
• Partner with senior management to implement strategies which improve client satisfaction and avoid customer attrition through various strategic initiatives
• Support cross-departmental initiatives to ensure promises to customers are delivered, including timely completion of Customer Assurance Reviews performed by the Technical Support team, User Group initiatives are met by our Marketing team, as well as other customer initiatives that are developed.
• Work with QA team to analyze product adoption and utilization trends and deliver service level recommendations based on user experience and feature requests.
• Support the renewal processes across the company to ensure all the renewals are successfully captured and our customers are retained.
• Track trends for root causes of delays in ease or cancellations of customer renewals.
• Oversee Incident Management operations to ensure proper adherence to process and reporting is maintained
• Manage Customer  Experience data in CRM to deliver data driven recommendations for improvement

Required Skills:

• Willingness to travel 10-15% of the time
• Customer-first mindset 
• Highly Analytical 
• Ability to lead a team
• Ability to effectively communicate difficult/sensitive information tactfully
• Ability to understand customers’ needs and manage client expectations
• Exceptional soft skills
• Exceptional time management skills and the ability to meet deadlines
• Ability to manage multiple projects simultaneously
• Ability to problem solve and facilitate resolution of client issues
• Organized and reliable: able to work independently with little direction when necessary
• Ability to operate in fast paced environment
• Ability to manage multiple projects simultaneously

Education and Experience:

• Bachelor’s degree or equivalent experience
• 4+ years of experience in Customer Success, Client Services, Customer Experience, Executive Support roles or similar customer-facing role

Alertus Career Advantages:

• Competitive salary
• Unlimited PTO
• Business casual environment
• Being part of a fast-paced and growing company
• Rewarding experience of bringing life-saving solutions to schools and organizations worldwide
• Regular company social and team-building events