Customer Success Manager

• Monitor staff to consistently meet performance metrics and quality goals
• Ensure adequate staffing by coordinating and managing the team’s breaks, PTO, and attendance
• Support the training and development of the Client Services staff, including yourself
• Provide training for new hires and update training for current staff
• Foster teamwork, positive morale, and open communication
• Monitor department practices and work processes, tools and methodologies
• Make suggestions for improvements
• Meet weekly with the Chief Strategy Officer to review department status and open issues
• Ensure the department delivers professional, friendly, and timely service to Clients using web-based programs, addressing issues, and providing problem resolution
• Ensure appropriate action is taken by each department member to customer inquiries, including updates on order status and complaints, including timely follow-up and accurate responses from start to finish
• Work closely with the client services team to build exceptional relationships with clients, BCs, and managers
• Oversee internal team members to resolve billing and technical issues and confirm client expectations are being met
• Lead the development of knowledge-based tools and client implementation – ensuring all programs are running efficiently, are meeting SLA’s, and are meeting the BC’s needs
• Conduct regular team meetings and training
• Read and understand the client's plan documents, amendments, and online knowledge base tools, etc.
• Audit month-end reports for proper invoicing on purchases and warehousing fees, as well as custom reports for the sales team and clients (as requested)
• Complete special projects and perform other related duties as assigned by the CSO
• Oversee and manage Client Experience Representative IIs & Client Experience Representative IIIs and provide back-up coverage & direct support on their duties as needed

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