Manager, Client Success

Location:
Job ID: 703888

• A contact center, but a business-growth partner for our clients uniquely able to:

Generate for our clients a greater number of higher-quality lead transfers that convert

to customers at higher rates, growing their revenues and profits.

Generate critical data on the quality of their lead sources or sales team processes that

may be inhibiting faster, profitable growth.

While creating a positive customer experience that enhances their brand.

What this means for the operations of the business in 2021:

We need to re-prioritize our operations around the KPIs that:

DEMONSTRATE QUALITY
DRIVE TRANSFERS
IMPROVE OUR PER DIAL UNIT ECONOMICS and
ALLOW US TO PROACTIVELY PLAN OUR QUARTERLY OPERATIONS.

We need to expand our abilities to capture and share back data to our clients that generates insights on the “conversion” quality of each of their lead sources and customer segments.

The importance of this role to our success:

Client Success: Developing and expanding our client partnerships, ensuring we deliver quality services that “connect them to more of their best customers, faster”, delivering client growth.
Growth Insight: Providing internal feedback on opportunities to leverage data to deliver better growth to our clients.
Operating Efficiency: Included in this will be collaborating with internal teams so we can deliver our services in an operating efficient way.

ROLE & RESPONSIBILITIES

This position reports directly to the VP Sales / GM Business

Primary responsibilities:

This role will manage some of the company’s largest enterprise clients, and be responsible for retaining and expanding the monthly revenue generated from them by delivering services and campaigns that transfer more quality lead that help our clients grow revenues.
Strong candidates will have the unique ability to utilize our data to tell the story of the positive revenue impact we are generating to both executive stakeholders and day-to-day contacts.
This Manager’s first responsibility will be to work closely with the GM, Contact Center to deepen and develop stronger customer relationships with those executive stakeholders and day-to-day contacts.
To fully understand at the line-of-business executive level the drivers of our clients’ business growth and their growth targets.
To build Account Growth Plans that define the services that can be provided to help drive that growth with the current client sponsors, and then account expansion opportunities across other business units in the account.
The Manager will not manage the actual Contact Center reps delivering the services, but will be the primary lead of a cross-functional team ensuring the delivery of high-quality client services that increase the number of quality transfers we deliver to those clients.

In this capacity, the Manager will work closely with the GM, the Director Business Operations, onboarding operations leadership and the Manager, Quality and Training, to:

· Build and update weekly, rolling 3-month lead/revenue forecasts based upon current and anticipated monthly campaigns and lead volumes.

· Track and oversee smooth and efficient day-to-day client operations, including onboarding of new client campaigns as we grow our relationships within the account.

· Ensure that the company exceeds our minimum SLA requirements for each client, promptly responds to client escalations / complaints, and reports our performance on these back to each client.

· Deliver weekly and monthly performance reviews with client sponsor teams to report on our performance against our targets.

· Organize and deliver QBRs with senior executives to translate our data into a story about our positive impact on their business growth goals, and bring new business growth ideas and best practice recommendations to deliver our clients more growth.

· The Manager will work closely with the GM, and product leadership to identify new client services, data collection, performance measurement/reporting, etc. that would deliver greater growth impact for our clients (e.g. increased DM Contact Rates, Quality Transfer Rates, campaign variety and/or customer quality insights).

Success KPI’s for this role:

Achieving Annual Client Revenue Forecasts
Client Quality
Achieving Client by Client, Quality SLAs
Client Portfolio Growth
Growth Plan and executive relationship development in 100% of client accounts
Client account retention and revenue expansion

IDEAL CANDIDATE EXPERIENCE

3-5 years in a customer-facing, sales, consulting or account management role where you successfully achieved a revenue target
Associate’s, Bachelor’s degree or direct relevant track record is desired
Experience successfully achieving a revenue target by building enterprise executive client

relationships, and leading Sales and/or Marketing leaders through business process or

technology transformations

Proven combination of strong problem solving and critical thinking, and communication skills.

Ability to parse, drill down and draw conclusions from large pools of data, and then successfully translate and communicate the business impact to executive stakeholders, verbally and through presentations

Bringing a strong commitment to customer service with comfort in an entrepreneurial culture is key. Have the desire to thrive in fact-paced, multi-event environment while bringing a sense of urgency to understanding and delivering on client needs

ABOUT WOODBRIDGE WORLD WIDE:

A Recognized Recruiting Leader in Enterprise Software.

Sourcing top talent is a lot more than just filling seats. It’s about identifying the best and brightest the industry has to offer and matching your needs with their wants in a career change. We leverage the candidate’s talents to enhance your company's long-term success. As a full-service executive search firm for the information technology sector, Woodbridge World Wide knows what it takes to attract and retain top talent in a changing business landscape. When you become our client, we strive to recognize what you are looking for in your hire/s and also take the time to learn the process that you would like to follow. Our founder worked in the industry in a sales capacity. He knows what it takes to be successful and what it takes to hit a sales quota. We understand what it’s like to make a career change and can relate our own life experiences to the candidate and client alike. Woodbridge World Wide provides retained, contingency, and priority search services for all client-facing positions in the IT niche. As our client, you can expect consistently superior service delivered with the core value of our company: Partnership!

Specialties:

Recruitment, Recruitment in Commerce technology, Retail, MarTech, Marketing Technology, Retail Technology, Enterprise Software.

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