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Customer Support Manager

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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
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • D3JSLibraries
    • jQueryLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases

Location

Convenient West Loop location, close to the CTA, Metra, Divvy, and major freeways.

What are Cloud5 Communications Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer medical and dependent care flexible spending accounts that helps employees cover out-of pocket expenses with pre-tax contributions.
Disability Insurance
Disability insurance covers 60% of annual salary up to $1500 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Cloud5 provides employees with a 401(k) matching plan managed by Principal. We match 50% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees and subsidized Divvy bike membership.
Company Outings
Cloud5 hosts company outings Semi-annually.
Happy Hours
Professional Development Benefits
Lunch and learns
Cloud5 hosts lunch and learn meetings on occasion.
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