Manager, Key Accounts Customer Success / CRM

Manager, Key Accounts Customer Success / CRM - Remote USA (Central Time Zone Preferred)

The Role

The Manager, Customer Success – Key Accounts will be responsible for monitoring and escalading the day-to-day operations and requests of a our largest clients to ensure a quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, and timely resolution of requests to exceed or meet established client metrics and Service Level Agreements (SLAs).

A successful Manager, Customer Success will lead by example, mentor employees, and delegate tasks in a diplomatic manner to the appropriate department. They will be decisive and strategic with a focus on retention and growth but most importantly a sense of urgency is a must They will serve as a coach and mentor, establish trust, and build rapport in the department and throughout the company. They will be able to see the big picture without losing sight of the details or the people who manage them. Based on prior experience at various levels in a fast-paced contact center environment, the candidate will be an expert in the area of customer service and problem-solving. They will comfortably communicate across all levels of the organization, convey needs clearly, and negotiate through amicable solutions.

What You’ll Do

• Achievement of intraday, daily, weekly, and monthly SLA targets
• Contribute at varying levels of involvement in operational projects and initiatives
• Manage day to day operations and ensure that all daily and periodic activities are completed as planned
• Manage the delivery of contractual metrics and service levels to satisfy client needs and meet revenue targets
• Motivate and develop the Account Management teams through coaching, feedback, and personal development to enhance performance delivery, meet contractual obligations, and maximize staff retention
• Leverage Training organization to ensure expectations are aligned
• Partner with Workforce Management to support SLAs
• Provide an efficient and flexible response to operational issues in order to maintain levels of service delivery, client and customer satisfaction
• Provide leadership, direction, develop and maintain team morale
• Available to assist in escalations or other issues requiring immediate attention
  
  

What You’ll Bring

• Minimum 5yrs working within our CRM team environment and a proven understanding of the company goals and our client needs / expectations
• Previous CSM experience strongly preferred
• High school diploma or equivalent required
  
  

Ability to:

• Effectively resolve conflict among team members in a manner that promotes team spirit and productivity.
• Navigate difficult conversation at all levels (direct reports, teams, management, client, etc.) in a productive manner
• Deal with constant change while maintaining a consistent environment for the team
• Effectively manage people and provide team leadership
• Monitor and coach in a positive and supportive manner
• Demonstrate strong emotional intelligence and resilience with the ability to coach these skills in their direct reports
• Apply accuracy and attention to detail and data standards to all initiatives
• Perform duties objectively, devoid of inherent biases or personal beliefs
• Work in teams and coordinate work efforts
• Display strong communication, organizational, and interpersonal skills
• Analyze data to draw solid conclusions and construct and implement impactful action plans
• Thrive in a high intensity, ever-changing, fast-paced environment
• Use high proficiency with MS Office suite
• Demonstrate strong analytical skills
  
  

EQUAL OPPORTUNITY EMPLOYER

SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.