Manager, Client Services
CoreSite, United States
Job Description
As the Manager of Client Services, you will lead a team of Client Services Representatives (CSRs) who are responsible for delivering predictable, reliable, and effortless support experiences for the clients we serve. This role will drive the evolution of the Client Services team by developing, implementing, and executing a support strategy and plan that incorporates measurable objectives to ensure CSRs are inspired and motivated to deliver results. The Manager of Client Services will drive improvements to simplify and improve existing processes by leveraging qualitative and quantitative data to inform and support sound decision making. Cross-functional collaboration and the development of partnerships is key to ensuring exceptional outcomes for both our clients and the CSR team. At CoreSite, we believe our experience is a key differentiator and you’ll be an integral part of motivating and leading the team to deliver on this.
Duties
- Use client feedback data, market insights, and internal / operational data to contribute to the development of the Client Services strategy, plan, initiatives, and workstreams that accelerate growth and improves the client and employee experience with CoreSite.
- Establish objectives and KPIs to deliver exceptional performance that is aligned to the overall Client Services strategy.
- Develop and present insights, results, and quarterly progress updates to stakeholders (and clients) in a compelling and easy to understand manner.
- Identify, optimize, and scale improvements that benefit a large set of clients by driving efficiencies through tools and processes, simplifying procedures.
- Accountable for the performance and results of the CSR team and the experiences delivered to the clients.
- Development of the CSR team through coaching, mentoring, and training.
- Build and cultivate strong relationships with clients and internal stakeholders.
- Develop cross-functional partnerships.
Requirements
Knowledge, Skills amp; Abilities
- Demonstrated ability to work in a fast-paced environment where continuous innovation is desired, and ambiguity is the norm.
- Excellent verbal and written communication.
- Ability to use data to analyze, report, and forecast to guide business decisions.
- Demonstrated ability of managing and delivering results through a team.
- Passion for leading and an appetite for driving improvement and scale in your overall approach.
- Driven to consistently deliver exceptional experiences, employee retention, and growth.
- Ability to coach, mentor, inspire, and motivate with a commitment to training and developing team members.
Education/Experience
- 5+ years professional experience leading Client Success, Account Management, Sales, Sales Support, or Management Consulting teams preferred.
- Minimum of 5 years nurturing and growing customer relationships.
- Demonstrated success identifying opportunities for clients and increasing adoption and utilization of company products.
- Experience with building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
- Experience developing business plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a deadline driven environment.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.
Compensation:
Compensation for this role includes a base salary between $80,000 and $95,000 and will vary based on experience. This role is also eligible for an annual bonus and equity, based on individual and company performance.
Posting Timeline:
This position is expected to be open for applications through February 27, 2024.
Benefits
Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits!
- First-day medical insurance through Cigna with generous premium cost coverage
- Dental insurance through Delta Dental
- Vision insurance through VSP
- Telemedicine through MDLive for Cigna
- Healthcare and dependent care flexible spending account (FSA)