Working with 36,000 clients in 54 countries across the globe, PHMG is a world-leader in audio branding and cloud-based telephony optimization – trusted by leading brands and SMEs alike to enhance the caller experience at every opportunity.

We’re expanding our client success team and are currently recruiting a Senior Customer Success Manager to launch our new Chicago Account Management team.

Upon joining, we’ll fly you to our UK headquarters for an initial month-long training. After that, you’ll help establish the team from the ground up.

You’ll be responsible for managing a team of Account Managers who will handle the day-to-day management of client accounts; made up of both long-standing clients and new clients sent your way by our expert sales teams.

What you’ll be doing:

• Interview, train and develop the new team, creating the organizational structure to efficiently operate
• Optimize performance of the team
• Enhance processes and procedure to optimize the client experience, creating operational efficiency and maximum satisfaction from clients
• Develop talent to support our ambitious growth plans – We aim to only promote from within
• Track and manage team and individual performance to achieve department KPIs
• Lead from the front to create an environment for success
• Achieve financial and client satisfaction goals
• Deputize for Head of Client Success North America at C Suite level
• Give details to our clients on how our service works, set timeline expectations, and ultimately create trust with clients
• Manage client onboarding with appropriate internal personnel in engineering, production, creative, and sales departments
• Take responsibility for overall satisfaction and retention of assigned mid-market clients
• Analyze current ROIs, develop insights, and help clients interpret findings and understand opportunities for future Audio Branding executions
• Resolve client issues and work with internal stakeholders to propose solutions
• Execute any upsell and cross-sell opportunities, as well as obtain client referrals

What we look for:

• Strong sales background and proven results
• Proven knowledge and experience of client success with dynamic management experience within a leading-edge company
• A creative, analytical problem-solver who focuses on delivering client satisfaction
• People skills – ability to interview, train, develop and coach daily
• Highly organized and a diligent project manager, able to multi-task on client projects and deliverables
• Proven ability to achieve sales quotas and KPI’s

 Perks of working at PHMG:

• 20 days PTO, 2 VTO days, plus 7 federal holidays and a half day following your birthday
• Comprehensive health benefits package
• 401k with company matching
• Commuter benefits through Ventra and Divvy, and subsidized parking options
• Dynamic offices with spectacular views of Lake Michigan
• Free onsite gym membership

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