Manager of Client Services

Client Services Ottawa, Ontario


Description

Position at J2 Cloud Services

JOB SUMMARY:  The Manager of Client Services will lead the Account Management and Customer Success teams with a focus on driving increased revenue retention. This role is responsible for motivating these teams to protect and grow existing revenue, oversee the execution of key initiatives that drive feature adoption, mitigate risk and support growth opportunities for all Campaigner customers. The ideal candidate will be an enthusiastic leader who can build bridges quickly, champion the customer voice internally and is comfortable rolling up their sleeves to solve complex problems that drive optimization and improve retention efforts. The Manager of Client Services should have a proven track record of leading account managers and customer success managers in reaching and exceeding retention goals. This candidate will  provide training and mentorship to positively influence retention while also working collaboratively with key stakeholders to implement tools, expose data, and amplify the customer voice throughout the organization. They should be comfortable in a rapid and evolving environment focusing on continual improvement for our customers, teams and business.  

 

ESSENTIAL FUNCTIONS:

        Develop and execute on key Martech initiatives to protect   customer revenue and drive increased revenue retention.

        Develop clearly define expectations and KPIs for AMs and CSMs.

        Foster an environment for creative problem solving and open  dialogue on successes and challenges

       Empower the AMs and CSMs  with the knowledge, tools and  resources they need to retain customers and drive ROI.

       Champion the usage of tools like ChurnZero to effectively and efficiently engage customers to deliver value

       Liaison with the technology and operations groups to facilitate client issue investigation and resolution

       Collaborate with product management on features and enhancements that will impact client satisfaction

        Collaborate with Support to ensure alignment on self-service customer retention efforts

       Work with customers directly to address issues and proactively engage for feedback to ensure overall account health

       Strive for continuous improvement of processes and customer experience - “Ambassador for change”

       Collaborate with product management on features and enhancements that will impact client satisfaction

       Lead a team of account managers and customer success managers, ensuring each group has clear goals and metrics

       Establish a system for tracking metrics, create cadence for review within the team and leadership

       Create rapid and effective on-boarding process for new team members

       Perform other duties as assigned 

QUALIFICATIONS:

       Bachelor’s Degree or equivalent experience

       At least 3 to 5 years of relevant experience in managing a client  services/customer success team

       Experience managing a team of 8 or more people

       Solid business to business, software as a service industry experience

       Successful track record of exceeding quantitative goals relative to retention, growth, customer satisfaction and revenue

       Excellent interpersonal, written and oral communication skills

       Proven ability to effectively prioritize and execute tasks in a team-oriented, collaborative workplace

       Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption

       High proficiency with Microsoft Office, Outlook, and OneDrive

       Contract/Sales negotiation skills

       Experience in internet/email marketing preferred

       Saleforce.com experience preferred

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