Client Success Manager

| Greater Boulder Area
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Mobile Citizen, a Voqal initiative, is advancing social equity through access. Mobile Citizen aims to help bridge the digital divide by reducing the costs associated with internet access for schools, nonprofits and social welfare agencies, allowing organizations to invest more in their mission and the people they serve.

We are currently looking for a Client Success Manager to join our dynamic, growing team. The Client Success Manager must have the ability to work independently, multi-task, manage competing priorities, thrive in a rapidly evolving environment and demonstrate an interest and ability to excel in a startup culture.

The Client Success Manager must have the ability to work independently, multi-task, manage competing priorities, thrive in a rapidly evolving environment and demonstrate an interest and ability to excel in a startup culture.

Requirements:

  1. 2-5 years of experience in customer service, call center management and/or account management.
  2. GED or High School diploma required.
  3. Bachelor’s degree preferred.
Responsibilities:

Operations -
  • Manage the Customer Care team and oversee Mobile Citizen Customer relations.
  • Work with the Operations Manager to establish new policies and procedures related to servicing accounts.
  • Institute and oversee ongoing customer care training and continuing education.
  • Effectively contribute recommendations for process improvement and device forecasting.
  • Escalate calls/inquiries to Sprint Customer Care, the Mobile Citizen Business Office, Mobile Citizen Marketing and Mobile Citizen Management as appropriate.
  • Assist in Mobile Citizen budget preparation.
  • Utilize Mobile Citizen systems and follow existing operating protocols, update and maintain call logs, asset inventory, contact name changes and naming/documentation as prescribed.
  • Successfully complete training protocols and follow documented service processes. utilizing existing tools including Salesforce, related SalesForce Applications, Sprint’s account management system, and Mobile Citizen’s VoIP system.
Account Management -
  • Manage on boarding of bulk accounts, with an emphasis on Re-seller relationships, to ensure smooth transition from prospect to active account.
  • Research, identify and trial new customer services and resources.
  • Identify, analyze and remove roadblocks to growth in order to ensure customer success.
  • Communicate regularly with staff and account contacts in order to provide excellent ongoing care.
  • Deescalate issues by providing solutions while maintaining professionalism, courtesy, empathy and a sense of urgency.
  • Provide great customer service to ensure every contact feels they are important.
  • Identify case studies and testimonials for Mobile Citizen marketing efforts.
  • Identify, trial and implement program support resources with the purpose of improving customer satisfaction.
  • Educate point of contact for all program accounts on program requirements and best practices.
  • Confirm that placed accounts are being used as contractually obligated through program audits and data review procedures.
  • Track program initiatives against schedule, budget and objectives.

If you are passionate about a career that allows you to positively impact society, then join the Voqal team and be the call for change.

The hiring range for this position is: $21.00 - 25.00/hr. DOE. In addition we offer a competitive benefits package including: medical, dental, vision, paid time off, 11 paid holidays, and retirement.

For more information, visit www.voqal.org or www.mobilecitizen.org. EOE.

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