Manager, Client Success

Customer Experience San Diego, California


Description

Internet Matrix (iMatrix), a subsidiary of Internet Brands, is a leader in providing online marketing solutions for small to medium-sized healthcare practices. Our online marketing services include professionally designed websites, social media management, reputation management, video marketing, pay-per-click (PPC) advertising, and a custom, advanced SEO solution. Based in San Diego, iMatrix strategically focuses on specific niche markets such as the chiropractic, veterinary, and eye care industries.

iMatrix has large company stability with startup energy. iMatrix is currently seeking an experienced full-time Manager, Client Success to lead the Client Success team and focus on individual client satisfaction to ensure the long term retention of the client base at the appropriate service tier to fit their business needs, wants, and goals.

Essential Duties and Responsibilities:
-Lead a team of 5-6 individuals that focuses on long term client relationships, satisfaction, and retention.
-Compile and maintain monthly reporting and analytics on client concerns, cancellations, downgrades, and market forces. Interprets data and presents to leadership for action items.
-Provide training sessions for new team members across the organization.
-Provide escalation support across teams when necessary. Acts as a liaison between client-facing departments.
-Create and document SOPs for development programs, workflow, team metrics, etc.
-Conduct weekly quality assurance reviews of work products and calls. Lead weekly 1 on 1’s with team members to provide feedback and coaching.
-Assign and prioritize daily, weekly, and monthly tasks for your team.
-The role acts as an intermediary with our internal billing and collections departments to ensure any client financial issues are dealt with promptly and appropriately within our systems.
-Responsible for the satisfactory processing and completion of all service requests that come through the team.
-The role is meant to ensure the delivery of a world class client experience which promotes a high level of confidence in iMatrix through service excellence, fast cycle time, product expertise, aggressive follow-up in communication, and accurate results in deliverables.
-You and your team will make every effort to retain the client's business and to ensure their satisfaction.

Required Skills and Abilities:
-Minimum 2 years' experience in a supervisory call center role, preferably in a similar technical industry environment. Digital marketing experience is a plus.
-You should be able to demonstrate a history of successful client retention initiatives.
-Demonstrated proficiency in Excel and/or Google Sheets.
-Should have a high level of awareness and interpersonal intelligence with an ability to "read between the lines" and give the Client what they need, not just what they ask for.
-Demonstrated excellent oral and written communication skills, with the ability to interact effectively and professionally at all levels of internal and external clients (business, creative, medical, and technical contact).
-You must be passionate about the positive impact you can make with each and every client.
-You will be expected to take seriously the responsibilities of retaining clients and revenue for the company, long term.
-You should have the strength of character to measure your own success through the success of others.
-A strong technical aptitude with analytical, planning and problem-solving skills. Ability to learn and maintain knowledge of company product offerings and industry trends to exceed retention goals. 
-Must be highly organized and possess the ability to multitask. Strong problem solving skills are a must.

About Internet Brands:

Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.  

Internet Brands and its wholly owned affiliates are an equal opportunity employer.