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Client Services Manager

| Chicago

GENERAL DESCRIPTION:

The Client Services Manager oversees the Client Services team and activities that support the project coordination and delivery of new and update service chemical management projects.  This full-time position works with leadership throughout VelocityEHS, including Sales, Operations, and Customer Care, to continuously enhance the customer experience by measuring, evaluating and improving service project management practices.  The Client Services Manager develops and maintains operations metrics and reporting to ensure departmental goals are achieved.    

 

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Hire, train, manage, schedule, motivate, evaluate, assign and develop Project Coordinator staff, located both on-site and off-site, across multiple business units; field escalated issues from staff. Provide mentorship to staff as the opportunities arise.
  • Subject matter expert on all facets of VelocityEHS chemical management services. Provide the expertise necessary to train and coach staff and vendors including change management, and creation and maintenance of SOPs.
  • Coordinate scheduling of new and update service projects; ensure project work is in line with contract fees and terms, resolving discrepancies when needed; ensure timely delivery of project work via Project Coordinators and operations.
  • Work with Sales, Product and Development to scope, quote and manage workflow for unique/custom service projects.
  • Provide outstanding customer service and communication to all clients always exceeding expectations. Build professional relationships with clients engaged in update service projects.
  • Continuous improvement zealot in all areas of client, project and vendor management; collaborate with department in identifying and developing technology-based scalable processes and efficiencies.
  • Project management responsibilities in times of high volume and/or in scenarios with large accounts or more complex scenarios.
  • Collect and report various daily, weekly, and monthly workflow metrics. Maintain, analyze, and improve regular department reporting (i.e. KPIs). Ensure individual project metrics are aggregated into one overall results repository.
  • Create and manage forecast models for weekly and monthly revenue reporting of both current and possible work, yearly 3rd party vendor budgeting, as well as overall vendor volumes and workloads. On a weekly and monthly basis ability to audit individual work against revenue expectations.
  • On a monthly basis, reconcile accounting reports with actual work performed.
  • Working knowledge of standard accounting practices specifically milestone accounting.
  • Contact for 3rd party vendors; approval and creation of scopes and quotes for use by Sales towards opportunities involving 3rd party vendors, as well as internal large client or non-standard services.
  • Coordinate vendor logistics; preform monthly vendor invoice reconciliation; field escalation of issues raised through vendors; communication of significant issues to applicable staff.
  • Ability to understand and interpret contracts.
  • Collaborate with other departments, including Sales, Product and Development, in high-level strategic planning and process development initiatives including scoping and implementing new service offerings.
  • Incorporate and create new policies and procedures as new businesses units are acquired by VelocityEHS.

 

REQUIRED SKILLS/QUALIFICATIONS/WORKING CONDITIONS:

Minimal Skills and Qualifications:

  • Bachelor’s degree in an appropriate discipline or equivalent work experience
  • 5+ years of related professional experience. This experience would preferably have demonstrated accomplishment in a project and operational leadership role.
  • 3+ years in a team leadership role, with staff management/supervision
  • Proven leadership and team building skills, with the ability to coach, influence and mentor others
  • Proficiency in most commonly used internet browsers
  • Proficiency in MS Office (Outlook, Word, Excel, PowerPoint), especially Excel or related
  • Excellent verbal and written communication skills
  • Excellent Reporting and Analytical skills
  • Effective team player, quick learner, and self-motivated
  • Effective multi-tasking and prioritization skills
  • Effective Time Management, Detail oriented and very analytical
  • Takes ownership of issues, follows through to completion, while delivering outstanding customer service
  • Passionate about customers and this type of work

Preferred Skills and Qualifications:

  • Project Management Certificates, Certification and/or experience with Project Management
  • Familiarity with CRM (SalesForce.com)
  • Familiarity with Adobe Acrobat/Distiller (PDF)
  • Customer Success driven

 

COMPANY DESCRIPTION:

VelocityEHS is the largest and fastest growing environmental, health, safety (EHS) and sustainability software company in the world. More than 8 million people rely on our innovative on-demand (cloud-computing technology) safety and compliance management solutions to do their jobs safely and protect the environment.

At VelocityEHS, success is an everyday occurrence. Everyone who walks through our doors has an opportunity to make an impact. Our people make the difference at VelocityEHS – that's why we're not just looking for people with the right skills, but for those with the right drive, the right passion and the right character to make our entire team better. We still operate with the same start-up mentality that has made us the leading cloud EHS company, and offer each and every employee the opportunity to grow and reach their full potential.

We’re driven by the work we do to keep others safe, but we also like to have fun while doing it. We believe in producing great results, but also in enjoying the ride. Work-Life balance means two things at VelocityEHS – having time for your life outside of work, and taking steps to bring more life into the workplace. Between all the variety of workplace events, volunteer opportunities and other group activities available, we never forget that dynamic people need and deserve a place to work.

Finally, we understand that taking care of our customers starts with taking care of our employees. Our benefits include excellent medical and dental plans, matching 401(k) saving plan, generous PTO and more. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. We welcome and encourage diversity in the workplace. We thank you for your interest, however, only those candidates selected for an interview will be contacted. No agencies please.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages

Location

VelocityEHS is located in the heart of downtown Chicago's River North neighborhood. Enjoy shopping, bars and restaurants all along the Riverwalk!

An Insider's view of VelocityEHS

What’s the vibe like in the office?

Electric. Recognition for good work in this office is contagious and once the ball starts rolling you can’t stop it. Everyone wants to see each other succeed. And if you need to decompress after a hectic day you can either go to the game room with your friends or head to the roof to enjoy the Chicago summer.

Vito

Sales Associate

What does your typical day look like?

My typical day involves a mix of internal meetings, client calls, and a lot of emails! On the Customer Success team, we aim to add value and deliver outcomes for our clients, so there is always a new problem to solve. I strategize and collaborate with teams across the organization to ensure we all work together for the success of our clients.

Lauren

Customer Success Manager

What does career growth look like on your team?

Career growth is very important for us. We try to find new openings and opportunities that allow employees to grow within VelocityEHS. This practice has opened many doors, and allowed the company and teams to grow over the last few years. With the amazing team members we work with, there is no shortage of great talent to fill those open spots.

Maya

Senior Director of Software Engineering

How do you make yourself accessible to the rest of the team?

While most people have an open door policy, I take it a step further and also make sure I know EVERY sales person and their name. And every year I set aside August to be my month to do 30 minute 1:1s with anyone on the sales team that wants to meet.

Le

Vice President of Sales

What is your vision for the company?

Our focus is not to be the first or most innovative, but on being the best by truly understanding the obstacles our customers’ face and delivering solutions that help them be more effective. We've already changed the industry – we now look forward to continuing to help lead the digital revolution in health, safety and environmental sustainability.

Glenn

CEO

What are VelocityEHS Perks + Benefits

VelocityEHS Benefits Overview

Here at VelocityEHS, we place a high value on teamwork and understands that a great culture and work environment help to generate innovative ideas. Our employees are self-motivated, hard-working, enthusiastic and enjoy a great work-life balance.

Culture
Volunteer in local community
VelocityEHS partners with local nonprofits to create volunteer opportunities for our employees, who all have up to 2 days volunteer time to use each year.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
All employees start with 1 day of paid volunteer time per year. This increases to 2 days after 3 years of employment.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Shuffle Board, Video Games, Darts.
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Online course subscriptions available

Additional Perks + Benefits

-Roof top deck overlooking the river for summer lunches!
-Summer hours!
-Game room: Including XBox, PlayStation, Pool Table, Nascar Racing, Pin Ball, Ping Pong, Hoop Shot!
-Pre-tax FSA!
-Great culture!

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