Client Services Manager

Folsom, CA - USA

Monthly Salary: $ 100 - 117

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Job Description

The Client Services Manager is responsible for occupying a pivotal leadership position overseeing the creation efficiency and quality of output of the Client Services team. They will collaborate closely with the Co-Director of Support Services to spearhead the departments initial development recruitment and foundational workflows. The Client Services Manager bears primary accountability for daily operations including ticket queues work distribution and Target Response Time (TRT) metrics while actively engaging in vertical planning and departmental health assessments. Proactive and transparent communication with upper management regarding resource constraints or escalations are essential to this role to ensure sustained customer satisfaction and divisional success.

Responsibilities:

Collaborating with the Co-Director of Support Services to manage the end-to-end hiring process from defining roles to selecting team members
Establishing the primary workflows processes and structural frameworks for the new team ensuring seamless handling of all incoming company calls
Designing and implementing protocols for fielding inquiries ensuring a high first-call resolution rate or efficient escalation to the correct divisions
Overseeing daily operations including ticket queue management workload distribution and resolution of escalations
Providing real-time coaching and regular 1-on-1 feedback sessions to ensure staff are meeting baseline expectations and developing professionally
Facilitating the successful integration of new hires by overseeing their initial training and transition into the team
Tracking and analyzing key performance indicators (KPIs)such as ticket volume resolution time and customer satisfactionto ensure team efficiency
Performing consistent audits of ticket documentation and technical work to maintain high standards of accuracy and service quality
Serving as the primary point of contact for sensitive customer escalations ensuring timely and effective resolution
Assisting in day-to-day operational planning including shift coverage meeting schedules and workload distribution
Meeting weekly with the Support Services Director to report on team progress identify potential roadblocks and discuss personnel concerns
Contributing to the development of departmental goals and assisting in reviewing internal processes to improve the overall Support Services Division
Working alongside other division leaders to ensure Support goals align with broader company initiatives and product updates
Completing special tasks and or projects as assigned by the Director of Support Services
Managing department budget reassessing wants and needs of the department to ensure appropriate spending
Delivering disciplinary actions conducting performance reviews and managing other long-term professional development deliverables

Requirements:

Bachelors degree or a minimum of 4 years of equivalent experience
Must have held a Supervisor position for 4 years or equivalent management experience
Must have at least 5 years of Customer Service experience experience in the Technology industry is preferred
Experience using ticketing systems such as Zendesk or Jira
Experience using a Client Relationship Management (CRM) software HubSpot preferred
Ability to set clear expectations for direct reports
Ability to develop direct reports and help them set and reach clear goals
Ability to communicate professionally effectively and consistently with division staff and management
Ability to give sincere candid specific and actionable feedback to direct reports
Ability to organize and prioritize daily workload activities for themselves and their direct reports

$100000 - $117000 a year

Pay

Based on the Sacramento region the new hires minimum and maximum target salary for this role is $100k - $117k.

Inductive Automations ranges are market-driven and set to allow for flexibility. Although it is not typical for an individual to start at the top end of the range for the position compensation decisions are dependent on: the facts and circumstances of each case work location job-related skills experience relevant education or training; and other business and organizational needs.

About Us

Who are we

Champions for industrial automation innovation and driven by a mission statement to empower our customers to swiftly turn great ideas into reality by removing all technological and economic obstacles we create and deliver solutions that relieve pain points bring efficiency to operations and optimize integration.

Why Choose Inductive Automation

Our passion goes beyond customers. We celebrate your personal and professional milestones and we support our teams with meaningful work in a collaborative environment.

We find that great work-life balance inspires teams to do their best work and empowers people to live their best lives. Thats why diversity fun and flexibility are ingrained into our work culture.

The Inductive Automation team understands the importance of personal growth and social connection. So things like time for professional development or company and team activities are baked right into the schedule to keep us all engaged connected and prospering.

Benefits and Perks

100% Employee Covered Health Care:Dont pay a dime for your medical dental and vision insurance.

Paid Time Off:Receive paid holidays vacation and sick time.

401k with Match:Save for the future with our company-matching 401k program.

World-Class Headquarters:While on-site enjoy complimentary snacks and beverages then challenge a friend to a game of pool table tennis shuffleboard or foosball.

Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Manager

Job DescriptionThe Client Services Manager is responsible for occupying a pivotal leadership position overseeing the creation efficiency and quality of output of the Client Services team. They will collaborate closely with the Co-Director of Support Services to spearhead the departments initial deve...