The Customer Support Manager is responsible for the day to day management of Cloud5 client accounts.  This individual develops, manages and strengthens client relationships.  The Customer Support Manager supports and develops Cloud5’s client base by exceeding client account requirements and expectations.  The individual holding this position embodies the strategic partnership between Cloud5 and its clients, bringing energy, ideas, creativity and leadership to the relationship.

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

• Create and execute an account strategy that will help develop a value-based relationship with all Cloud5 clients 
• Set and manage client expectations and activities including identifying and developing new business and service opportunities  
• Understand and stay up to date on each client’s business situation, strategy and needs 
• Ensure quality standards and client expectations are met 
• Handle Client concerns and provide suitable solutions for escalations 
• Serve as a liaison between Clients and Cloud5 Supporting Departments 
• Monitor and track KPIs against contract agreements 
• Communicate client goas and represent client interest to the Cloud5 Team 
• Educate clients on Cloud5 standard operating practices and additional services offered 
• Responsible for all client communications, conflict resolution, and compliance on client deliverables; ensuring that all team members are apprised of the overall status of activities 
• Responsible for assisting in the organic growth of the client business 
• Drives knowledge sharing from client engagements to the Operations Team

REQUIRED EDUCATION AND EXPERIENCE:

• Minimum 1-3 years account management experience and/or equivalent work experience
• Strong interpersonal and communication skills with the ability to build relationships at all levels of the company 
• Proven ability to drive overall client satisfaction 
• Ability to think strategically, act quickly, multi-task, and drive processes and decisions to closure to meet both the company's and client's goals and objectives 
• Ability to identify and prioritize customer needs based on the severity of issues at hand 
• Capable of developing constructive and cooperative working relationships with others and maintaining them over time 
• Highly skilled in gathering data, with the ability to compile information, analyze results, identify and explain variances from targets  
• Ability to effectively communicate reporting results and producing reports in an effective, timely and tailored manner 
• Demonstrated ability to monitor, manage and successfully achieve metrics established for clients 
• Knowledge and experience in applying the principles of quality management to achieve process improvement and organizational effectiveness 
• Demonstrated client and project management skills 
• Ability to juggle multiple projects and prioritize effectively 
• Ability to develop and deliver presentations as required 
• Organized and detail oriented with a drive for excellence 
• Ability to demonstrate outstanding commitment, professionalism, enthusiasm, flexibility and team spirit. 
• Proficient in Microsoft Word, Excel and PowerPoint 

BENEFITS AND PERKS:

• We are in the vibrant West Loop neighborhood with easy accessibility to mass transit as well as food/drink options
• Building access to rooftop deck for summer meetings, lunches, and company get togethers
• Multiple medical/dental/vision health benefit options offered
• 401(K) savings plan
• Competitive PTO