Job Title: Manager, Client Success Team 

Reports To: Director of Client Services

FLSA Status: Exempt

The Manager of the Client Success team is responsible for leading a team of Client Success Managers, who manage the relationship and satisfaction of top clients using the StratEx platform, and Project Specialists, who work on projects for all clients.  This position will drive customer satisfaction throughout the client lifecycle by providing employee coaching and development, standardizing team KPIs, and identifying and executing on process improvement opportunities.

Job Responsibilities/Essential Functions include, but are not limited to:

• Manage team of Client Success Managers and Project Specialists
• Interact with clients as needed to handle escalated situations within the post-implementation, ongoing client lifecycle phase
• Impact customer satisfaction through employee coaching and development
• Identify and execute on process improvement opportunities
• Build out and standardize team and individual KPIs
• Regular and predictable attendance

Requirements:

• Experience managing and developing employees
• Ability to interact professionally with a diverse group of stakeholders including executives, managers, and clients
• Experience with software preferred
• Experience in driving metrics/KPIs
• Demonstrate customer empathy along with passion for revenue and growth
• Strong initiative and the ability to work in a fast-paced environment
• Excellent communication and presentation skills

Competencies:

• Leadership skills
• Emotional Intelligence
• Critical Thinking
• Process Mapping
• Accountability
• Business Acumen
• Time Management
• Interpersonal Communication

Physical Requirements/Work Environment: 

• Must be able to sit at a desk for extended periods of time while working
• Must be able to proficiently operate a computer and VOIP phone as means of communication with colleagues and clients
• Must be able to occasionally travel to on-site client meetings on a local and national scale
• Must be able to work out of our HQ office in order to facilitate management of day to day team activity as well as collaborate with team members on daily projects/audits

Equal Opportunity Statement:

Decisions and criteria governing the employment relationship with all employees at StratEx are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender expression, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.