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Client Success Manager
Quicken Loans
Detroit, MI, United States
Job Details - this job has expired, please see similar jobs below
What You'll Do/Need
The Client Success Manager helps Rocket Fiber preserve and grow its client base by establishing long-term relationships with clients and improving their experience. This person is responsible for garnering important client feedback, identifying and helping resolve service issues as they arise or predicting where they are likely to occur, and expanding per-client revenue. This team member also facilitates contract renewals and looks for opportunities to upsell. This role acts as a liaison between the client, sales/marketing, client experience, fulfillment and our technical team to ensure the success of new and existing clients.
Responsibilities
• Uncover, analyze and comprehend feedback from business clients that can be used to improve our business operations and service offerings
• Advise customers on solution features
• Onboard clients, which includes conducting effective training calls and/or visits with clients and guiding them through a tailored implementation process if necessary
• Provide consultative guidance and dynamic solutions for any issues that arise via telephone, email, chat and/or site visit
• Provide proactive outreach at all stages of the customer life cycle
• Identify, prioritize and resolve client issues/concerns; coordinate with appropriate internal teams to provide response and/or solutions
• Develop and maintain strong relationships with clients to ensure maximum satisfaction and retention levels
• Become an expert in the features, benefits and implementation of Rocket Fiber business solutions
• Identify opportunities to optimize this role and prepare for a future where there is a broader team performing this function
Requirements
• Bachelor's degree (though previous experience in a related role with increasing responsibility may be considered as an appropriate substitution)
• 2 or more years of client success or customer service related experience
• Must be extremely process focused, always trying to find a better way
• Must be personable, communicate complex ideas clearly over the phone and enjoy working with people in an (almost) entirely client-facing role
• Organized, detail oriented and able to manage many clients at once
• Demonstrated ability to work as part of a team and independently with minimal supervision
• Problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Ability to work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Aptitude for using and learning software: Salesforce, ticketing/tracking systems, etc.
What’ll Make You Special
• Telecommunication or technology experience
• Salesforce experience
• Experience/network in the Detroit market
• Associate degree or technical degree
What You'll Get
• Excellent benefits package that includes a 401(k) match, medical/dental/vision, and much more
• Opportunities to participate in professional and personal development programs, including personal empowerment coaching, leadership training and ongoing personal growth training
• Other incentives, contests and rewards, including trips, event tickets, cash prizes and more
Rocket Fiber is an equal opportunity employer.