Manager, Client Services - Baltimore, United States - Alertus

Description

Company Description

• At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and costeffective solutions, as we know even a few seconds of warning can help save lives during an emergency.

Our employees are integral to the company's success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.


A Day in the Life:


Management Initiatives**:

• Works directly with the VP, Client Services to manage the daytoday operations of the Client Services teams to provide exceptional service and support to all customers.
• Supports recruitment efforts, onboarding, and management of all client services roles.
• Fosters the growth of the Client Services Department through continual guidance and training to individual contributors, ensuring they are on track to meet individual and departmental goals.
• Ensures departmental goals are met to support the corporate mission.
• Occasionally makes quality control calls to customers for follow up to see how your teams are doing.
• Manages and nurtures existing customers to avoid customer attrition through various strategic initiatives, e.g., customer education and training, engagement calls, surveys, etc.
• Ensures the proper use of Salesforce and/or other databases and tools for accurate reporting and record keeping both internally to the CSM department and externally to the other Alertus departments.
• Create QBRs for the company on the state of the customer

Training Initiatives:

• Oversee training operations including curriculum management
• Track training goals and metrics to drive continuous improvement in content and expand curriculums as needed to accommodate advancements in technology
• Ensure all new customer receive New Customer Training as a party of their onboarding
• Manage digital event programs including content development, delivery resources and scheduling.

Client Experience Initiatives:

• Act as a customer advocate and gain insight into customer strategies to help drive success for both them and the company.
• Manage customer feedback strategies including surveys, Customer Advisory Board, CX Reporting and User Groups to drive NPS and ensure customer feedback is documented accurately and, appropriately conveyed to all necessary internal stakeholders allowing for process improvement and informing training/coaching opportunities.
• Work with Product, Sales and Technical Departments to investigate, evaluate, and improve processes to better service our customers.
• Develops strong relationships with internal and external stakeholders in order to drive product adoption as well as product "stickiness".
• Personally delivers customer health checksins along with the CE team to continuously build the best strategies for engagement calls and to develop a comprehensive understanding of our customer base personally managing a book of key accounts.
• Develops and manages customer appreciation programs/initiatives such as determining a method for delivering gifts of customer swag and food.
• Coordinates customer conversations around product upgrades and new releases to support marketing directives and corporate initiatives.

Cross-departmental Initiatives:

• Partner with senior management to implement strategies which improve client satisfaction and avoid customer attrition through various strategic initiatives
• Support crossdepartmental initiatives to ensure promises to customers are delivered, including timely completion of Customer Assurance Reviews performed by the Technical Support team, User Group initiatives are met by our Marketing team, as well as other customer initiatives that are developed.
• Work with QA team to analyze product adoption and utilization trends and deliver service level recommendations based on user experience and feature requests.
• Support the renewal processes across the company to ensure all the renewals are successfully captured and our customers are retained.
• Track trends for root causes of delays in ease or cancellations of customer renewals.
• Oversee Incident Management operations to ensure proper adherence to process and reporting is maintained
• Manage Customer Experience data in CRM to deliver data driven recommendations for improvement

Required Skills:

• Willingness to travel 1015% of the time
• Customerfirst mindset
• Highly Analytical
• Ability to lead a team
• Ability to effectively communicate difficult/sensitive information tactfully
• Ability to understand customers' needs and manage client expectations
• Exceptional soft skills
• Exceptional time management skills and the ability to meet deadlines
• Ability to manage multiple projects simultaneously
• Ability to problem solve and facilitate resolution of client issues
• Organized and reliable: able to work independent