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Client Operations Manager

| Greater Denver Area
WHAT WE ARE LOOKING FOR:
Our growing team is focused on delivering a transformational experience for our clients, and we’re looking for a Client Experience Manager to help to lead the way. This is a great opportunity to work with a creative, strategic-thinking, and innovative team.
 
We’ve built a strong and dedicated Client Experience (CX) team that has earned NPS scores well above industry standards, and driven excellent client retention. As we scale, we need you to help us evolve our client-experience model to support our continued growth and success. You will need to have successfully built and managed a modern CX team, but just as important you will need to have a supportive and collaborative leadership style that puts the client first and supports the culture of our group.
 
 
WHAT YOU WILL DO:
  • Manage the client services representatives, client experience specialist, and after hours customer service teams – recruit, train, and nurture a best-in-class customer service team. Set objectives, monitor performance metrics, and review regularly. Manage budgets, and deploy and track financial resources responsibly.
  • Measure and report on the effectiveness of CX team, systems, and processes through metrics, dashboards, and regular analysis. Evolve best practices to improve client experience, drive client retention, and nurture account growth.
  • Develop our people – establish individual goals and quantitative metrics to track progress. Provide ongoing one-on-one coaching and encourage personal development.
  • Use a data-driven approach to monitor client health and risk, and to guide decisions on allocation of support and development resources.
  • Leverage data-driven methods and marketing techniques to create personal, relevant, and engaging client experiences.
  • Serve as the point of escalation for critical client issues. Partner with sales and engineering to resolve issues and help remove barriers for the team.
  • Manage the client renewal process and support the finance team in monthly invoicing.
  • Build relationships with key contacts in enterprise accounts.
  • Be the voice of the customer internally and on the leadership team.
 
WHAT YOU WILL BRING TO OUR TEAM:
  • Strong leadership skills – you are a great collaborator, influencer, motivator, and coach.
  • Excellent communicator - including writing, articulating, listening, and questioning skills.
  • Analytical mindset – you measure and use a data-driven approach for decision making.
  • Seasoned problem solver – you own issues and act to resolve with a sense of urgency.
  • Business orientation – you apply a data-driven approach to assessing client health / risk, and consider the business case when allocating support and development resources
  • Effective communicator - experience working with senior leaders, including building executive summaries and presentations.
 
PREFERRED EDUCATION AND EXPERIENCE:
  • At least 6 years' experience in a Customer Success / Account Management / Customer Support role
  • At least 3 years leading a support delivery team. 
  • Bachelor’s degree required, graduate degree highly preferred
Read Full Job Description

Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • AngularJSFrameworks
    • Ruby on RailsFrameworks

Location

We have a beautiful view of the Rocky Mountains in the heart of the Cherry Creek/Glendale neighborhood close to many trendy restaurants and bars.

An Insider's view of Travelers Haven

How would you describe the company’s work-life balance?

"My work-life balance is the ability to be passionate about both work and life away from work. My purest source of passion is derived from providing for and spending time with my daughter. I am fortunate to love my work, be part of a company that values family, and find joy working with my colleagues."

Dan

VP of Strategic Relations

What projects are you most excited about?

“We’re encouraged to take on as much ownership and responsibility as we can handle, so we’re able to continuously improve and acquire new skills,” she said. “I’m currently working on a project to automate some manual processes, which should make some of my coworkers’ jobs a lot easier, and that’s the most rewarding thing to me.”

Kirstie

Software Engineer

What are some things you learned at the company?

The most impactful lesson has been time management. Sales can be overwhelming at times, so having a good system and structured schedule has proved to be extremely beneficial. Travelers Haven also allows their employees to work together to volunteer and contribute to those in need on a larger scale.

Rick

Sales Associate

How do you empower your team to be more creative?

As a leader, I want to always provide my team with clear direction but I never want to stifle creativity. So while I may tell them what I need done, I will never tell them how to do it because everyone operates differently and those different methods is what set us apart from other companies.

Arielle

Director of Operations

How do you collaborate with other teams in the company?

I could never be as efficient and effective without our team- through delegation and communication we make sure every facet of the client’s stay is as seamless as possible. Whether it’s coordinating deadlines or brainstorming on issue prevention, we’re always in constant communication.

Lana

Senior Client Account Manager

What are Travelers Haven Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Deeply discounted hotel rates. Some of the best parties you've ever been to. Regular team building events and outings. Craft brews and ciders on tap. Ping pong, arcade games, shuffle board and more. Collaborative workspaces with views of the Rockies. Free monthly massages. Paid gym membership. Employer subsidized phone plans.

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