OverviewResponsibilitiesWorking under general supervision of the Director of Client Experience and QA, referring only exceptional problems and issues for management review or approval, the Manager, Client Experience and Success, functions as an integral part of the Client Experience Team. The Manager manages a region of Client Experience team members as well as coordinates the efforts for the OnBoarding of new clients by assisting the sales organization with navigating the internal processes and requirements for account relationship implementation. The Client Experience & Success Manager performs high end tasks such as escalations, training, and identifies opportunities for process improvement. The Manager works with the Client Experience Team Leads to coordinate necessary training and best practice sharing for all Client Experience Specialists and Advisors. The Manager ensures effective team communications, workload balancing, and best practice sharing among the Client Experience Teams.
Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.
Primary Job Duties
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Coordinates the efforts for Client OnBoarding
- Owns the client onboarding checklist and holds parties accountable for their portion.
- Coordinates calls and specialized training sessions EAEs and IAMs for OnBoarding discovery.
- Maintains and updates OnBoarding Checklist and process documents
- Communicates all changes to Client OnBoarding processes and requirements.
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Manages Client Experience Team providing ongoing feedback, managing disciplinary actions, and completing annual performance evaluations of the team with the feedback of the team leads.
- Maintains adequate support for the business by hiring additional headcount
- Approves time off requests and ensures timely and accurate completion of biweekly timecards for payroll processing.
- PIP (Performance Improvement Plan) implementation and monitoring to help low performers receive the added training/tutoring they may need to succeed.
- Onboards new team members by mentoring and answering questions, providing available resources, and scheduling training for applicable areas
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Creates and delivers training and educational materials for internal departments and external clients as needed.
- Provides content for training documents and videos.
- Creates user training manuals, documents, and videos in conjunction with Marketing dept. as appropriate for clients and sales or operations teams Schedules Screen sharing sessions as needed.
- Schedules group trainings for commonly needed topics
- Participate in the ongoing process improvement initiatives representing any unique Connection Enterprise process needs.
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Handles escalations from Account Executives, Inside Account Manager, Client Success Specialists & Advisors sent to OnBoarding Team as it pertains to Client Support.
MinUSD $86,000.00/Yr.
MaxUSD $110,575.00/Yr.
QualificationsDegree requirements:
Bachelor's Degree or the equivalent combination of education and work experience
Minimum years of work experience to qualify for role:
15
Total years of work experience to be fully proficient:
18
Required competencies:
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General understanding of technology equipment as it relates to customers IT environments
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Intermediate Microsoft Office skills including Excel for creating and using spreadsheets with formulas to help manage special projects and improve efficiency
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Advanced knowledge of Microsoft Outlook for email to include working with a shared email box with ability to multi-task in a high paced environment with multiple messages arriving at once.
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Working knowledge of virtual meeting software such as Webex and Teams
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Excellent understanding of TRAXX and rep Website
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Working knowledge of the IT reseller industry with experience in Operations
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Advanced knowledge of IT manufacturers and all programs that they offer with ability to support Enterprise clients
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Experience with Manufacturer Special Pricing Letters for Enterprise clients
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Understanding of the top IT manufacturer's products, tools, websites, and lead times with the ability to navigate the manufacturer's tools and programs
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Team leadership skills with ability to develop and implement performance improvement plans
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Exposure to IT purchasing in a large enterprise environment to have knowledge of what client experiences
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Strategic planning skills with ability to leverage resources
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