Client Services Manager

IE-Dublin
Category
Operations
Type
Regular Full-Time

The Company

Globoforce is a leading provider of social recognition solutions, helping companies build stronger, more human cultures through the power of thanks. Named one of the Best Workplaces by the Great Place To Work® Institute, Globoforce is trusted by some of the most admired companies in the world to inspire and energize employees and create best places to work. Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs. What results is measurable business success, qualified by increases in employee engagement, retention and productivity. The company pioneered the WorkHuman movement, created to galvanize organizations and leaders worldwide to create a more human workplace. Globoforce is co-headquartered in Framingham, Massachusetts, and Dublin, Ireland.

We have a vision to help build the best, most admired company cultures in the world. It starts with our own culture. If you work with us, you’ll be inspired by your colleagues, delighted by our customers, and driven by our collective energy and momentum… because at Globoforce, we all understand that we’re part of something big.

 

Unlock full potential. Celebrate positive moments, every day. We at Globoforce, make WorkHuman.

The Job

Our Client Services Manager is responsible for ensuring our customers receive an outstanding experience. Committed to working with customers throughout the customer’s lifecycle they ensure each customer receives maximum value from our solution through building relationships, learning about their business and ensuring that their team delivers an exceptional experience daily.

 

The role’s primary responsibility is to manage a team of client service administrators to ensure that each customer has achieved sustainable value from the Globoforce solution. Accompanying this goal is customer satisfaction, multi-level relationship management, maximizing program and feature adoption, alignment with best practices and the delivery of the customer’s program goals and objectives.

 

This is an exciting opportunity for an experienced leader who has broad expertise in customer relationship management, and building high performance teams.   The ideal candidate will have account management experience, understand what it takes to deploy enterprise software, be well-versed in cross team coordination, have relationship mapping expertise, experience building lasting relationships with customers and be an experienced people manager.

 

The position will report to the Director of Customer Service.

Responsibilities, Skills & Qualifications

MAIN DUTIES & RESPONSIBILITIES:

  • Professionally manage a team of client service administrators daily
  • To develop customer relationships that deliver consistently high satisfaction levels.
  • Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers.
  • Handling overall responsibility for managing the customer relationship
  • Monitoring and facilitating the customer’s adoption of our solution features and functionality providing Globoforce with an understanding of the customers overall business needs as they relate to our products
  • Prioritizing and driving resolution on escalated customer issues
  • Effectively manage the on-going customer management after deployment of the recognition solution
  • Lead quarterly or ad hoc customer meetings to review all aspects of customer service.
  • Communicate directly with the customer project team and resources to identify, document, assign and deliver customer specific program requirements
  • Efficiently manage the customer and internal company resources to meet all established milestones, ensuring targeted completion dates are achieved using internal project management tools
  • Serve in a highly visible, customer-facing role which requires excellent oral and written communication skills.
  • Directly liaise with the customer Program Manager to resolve any open issues/actions which arise during the normal course of business.
  • Regular reporting on customer specific activities.
  • Maintain a detailed knowledge of Globoforce’s products and services

REQUIRED SKILLS AND EXPERIENCE:

  • Exceptional team building and leadership skills
  • Experienced people manager and leader of high performance team
  • Exceptional oral and written communication skills required to document and communicate with internal and external resources
  • Ability to achieve results by effectively communicating with other groups and collating action plans for customers
  • Strong organizational skills with attention to detail required to ensure accuracy and effective execution
  • Demonstrated Project management skills
  • Ability to perform comfortably in a fast-paced, high-intensity deadline-oriented work environment
  • Ability to work independently as a self-starter
  • Excellent follow-up skills with great attention to detail
  • Ability and comfort in chairing on-site live meetings and virtual Webinars, to large groups of people either customer facing or internal in nature
  • High energy and positive “can do’ attitude
  • Ability to travel approximately 10% of the time

QUALIFICATIONS

  • College Degree or equivalent qualifications plus work experience
  • Minimum 8+ years of business experience with a demonstrated ability to manage teams and small departments.
  • Proficient in CRM tools, Microsoft Project, and Microsoft Office

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