Offer summary

Qualifications:

Minimum 5 years of management experience and 10 years of project management experience required., 5 years of client-facing experience in sales or account management is necessary., Strong analytical, communication, and negotiation skills are essential., Bachelor’s degree or equivalent experience in a related field is preferred..

Key responsibilities:

Ensure client satisfaction with service delivery and value received.

Coordinate onboarding activities and facilitate communication between teams and clients.

Track service quality and identify areas for improvement, implementing recovery plans as needed.

Prepare and facilitate meetings, driving actions to resolution and providing regular updates to clients.

Job description

Job Summary:

The Client Success Manager (CSM) is an individual who possesses a strong drive for results. The perfect candidate thrives in an environment that requires high adaptability, resourcefulness, ‘client first’ focus and accountability.

Core Duties:

• Always know if the client is satisfied with the quality and timeliness of delivery and that they are getting value from the service they receive.

• Onboard all new services including projects, helpdesk and service.

• Coordinate all onboarding activities to ensure that all service delivery teams are successful including Warehouse, Inventory, Production, Field Technicians, Scheduling, Finance, Project Management, Helpdesk and Service.

• Ensure that reporting for all areas is in place for internal and external use.

• Ensure that the correct communication structure is in place and Committed Action is being followed.

• Put the correct cadence of weekly/monthly/quarterly meetings in place.

• The CSM prepares for the meetings, facilitates, sends out action items and drives all actions to resolution (reporting out on completed actions).

• Pre-empt issues before they become problems, this includes identifying risk.

• Watch for trends and actively work with the service delivery teams at Spencer to identify RCA and solutions.

• Serve as the liaison between Spencer teams and the client.

• Conduct proper problem management, track all problems and provide the customer with regular updates through to resolution.

• Proactively notify leadership of a high impact incident.

• Track and determine quality of all services delivered across the account.

• Identify services that are not meeting Spencer standard metrics and work with the service delivery teams to put in place a recovery plan.

• Conduct project/service postmortems.

• Constantly look at the account through the lens of continuous improvement, identifying smarter ways for our teams to be delivering service.

• Ensure that all completed business is invoiced and paid in a timely manner.

• Provide proposals to the client when needed.

• Other duties as required.

Basic Qualifications:

• Minimum 5 years directly and indirectly management experience: Required

• Minimum 10 years of project management experience: Required

• Minimum 5 years of client-facing experience either in sales or account management: Req.

• Retail experience preferred. Familiar with various store technologies found at retailers including Point of Sale, Network infrastructure and back-office systems.

• Excellent Working Knowledge of Microsoft Business Applications (Excel, Outlook, PowerPoint, Visio, Project)

• Excellent customer service skills

• Strong analytical skills. Ability to understand data and metrics related to sales and inventory.

• Strong communications skills (verbal and written)

• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.

• Strong negotiation skills with a problem-solving attitude

• Ability to travel, up to 50%

• Demonstrated ability to work independently and remain motivated.

• Nights and weekends, as needed.

• Bachelor’s degree or equivalent experience in a related field

Physical Requirements:

• 10% Continuously required to stand

• 10% Frequently required to walk

• 50% Frequently required to utilize hand and finger dexterity

• 0% Frequently required to climb, balance, bend, stoop, kneel or crawl

• 75% Frequently required to talk or hear

• 0% Continually work near moving mechanical parts

• 0% Occasionally work in high, precarious places

• 0% Continually work around fumes, airborne particles, or toxic chemicals

• The employee must occasionally lift and/or move up to 25 pounds

• Specific vision abilities required by this job include Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus

Required profile