Senior Client Servicing Manager
EEOC
full-time
Posted on:
Location Type: Hybrid
Location: Scottsdale • Arizona • California • United States
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Salary
💰 $104,000 - $156,000 per year
Job Level
About the role
- Serves as the primary point of contact for Early Warning’s customers post-implementation.
- Provides high level support to remove customer support impediments by managing complex customer issues, driving decisions to facilitate projects, and clearing roadblocks.
- Represents the customer, their requirements, and facilitates discussions with internal departments for delivery of timely solutions.
- Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed; updates case management system with actions taken.
- Support the planning and facilitation of quarterly customer forums and business reviews.
- Leads discussions with more junior team members to share knowledge and understand customer needs.
Requirements
- Education and experience typically obtained through completion of a Bachelor’s Degree in Business Administration, Operations Management or related field.
- 8 or more years of customer support and escalation experience.
- Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support administration tasks, root-cause analysis, and service management (such as log interpretation and performance monitoring).
- Excellent written, verbal, and interpersonal communications skills.
- Utilize critical thinking skills, customer understanding and product knowledge to suggest product modifications or best practices of using EWS tools.
- Background and drug screen.
Benefits
- Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
- 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
- Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
- 12 weeks of Paid Parental Leave
- Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportescalation managementproblem solvingroot-cause analysisservice managementlog interpretationperformance monitoring
Soft Skills
communication skillscritical thinkinginterpersonal skillsnegotiationteam leadership