Client Success Supervisor

Key Responsibilities

• Team Supervision: Lead a team of Client Success Coordinators and Account Managers to ensure client services are completed within expected time frames.
• Support, Coaching, and Resolution: Provide support, coaching, and resolution for client concerns as they arise.
• Training: Conduct client experience and customer service training for the team, identifying needs to continuously increase their skill set and deliver enhanced service.
• Email Monitoring: Monitor and assist with addressing emails sent to a supervisor email group.
• Productivity Monitoring: Monitor team-based dashboards to assure productivity.
• Performance Management: Review daily workload dashboards to ensure the team is prioritizing the most time-sensitive services and tasks to meet timeline expectations.
• Weekly Meetings: Lead weekly team huddles to discuss goals, metrics, and updates regarding policies and practices.
• One-on-One Meetings: Hold weekly one-on-one expectation meetings with direct reports.
• Schedule Management: Maintain and plan employee schedules, monitoring productivity metrics and follow-through of client communications.
• Client Experience Improvement: Collaborate with all departments to continually improve the client experience.
• Training Facilitation: Ensure training needs are reviewed and provided or facilitated by working closely with the CSC Trainer.
• Quality Assurance: Ensure each client receives the "Anderson Way" client experience from the team.
• Monitoring Quality: Monitor the quality of client interactions via phone, chat, and email.
• Recruitment and Development: Interview potential Client Success Coordinators and recommend top candidates to leadership from interviews. Provide training and development opportunities for team members. Encourage continuous learning and professional growth within the team.
• Administrative Tasks: Ensure all client documentation is accurately recorded and maintained. Perform all other duties as assigned by Company management to support the overall objectives of the organization.

Required Qualifications

• Bachelor’s Degree in business or related field
• Strong background in previous roles with increased responsibility including demonstrated leadership capabilities
• Minimum 1 year of experience in a previous supervisory capacity
• Minimum 2 years of experience in customer/client service
• Experience with telephone-based customer service and leading in a virtual environment is a plus
• Outstanding written and verbal communication skills
• Strong organizational and problem-solving skills
• Able to manage multiple projects in tandem

Preferred Qualifications

• Experience with Salesforce CRM