Client Services Manager

About SafelyYou

SafelyYou is a mission-driven company that raised $60m in 2021 through series A and series B financing and is now rapidly scaling. Our company spun out of the UC Berkeley AI Research Lab and develops artificial intelligence to support care for those with Alzheimer’s disease, Dementia, and other cognitive impairments. Alzheimer’s disease is the single most expensive disease in the US, costing an estimated $600b per year in direct and indirect costs. It affects 1 in 3 people over 85, 1 in 9 people over 65, and accounts for 1 in 5 Medicare dollars. Our first product is focused on reducing the frequency and impact of falls, the leading cause of hospitalization for those living with dementia. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 80% fewer ER visits from falls. We've raised capital from top VC firms, including Founders Fund, Eclipse, Foundation Capital, and Data Collective, and the largest providers in the space are actively using, expanding, and evangelizing the service. We have also been awarded grants from the National Institutes of Health and the National Science Foundation, given the national importance of the issue. As the population continues to age, the global costs of Alzheimer’s and Dementia are expected to double over the next 10 years. With fewer and fewer young people available to provide the care needed, we must find a way for technology to bridge the gap.

Your Role at SafelyYou

The Client Service Manager is responsible for leading the Client Services Team to deliver exceptional service, ensuring the team meets established KPIs and SLAs, and driving client satisfaction. In this role, you will oversee daily client interactions, efficiently resolve complex issues, and collaborate with internal teams to meet client needs. In addition, you will be responsible for working cross functionally to identify, lead and complete projects that improve customer health, retention and help scale operations for the future. Key responsibilities include:

• Serve as the primary point of contact for resolving technical issues in production environments,
• Oversee the day-to-day Client Service Team, an off-shore team at a partner BPO company,  ensuring timely and accurate resolution of client inquiries and issues. 
• Responsibilities include triaging, issue management, owning client escalations, and supporting customer communication. 
• Work closely with the operations, technical install team, product, and engineering teams to troubleshoot and resolve complex client issues, ensuring client satisfaction and retention.
• Monitor team performance and adherence to SLAs.
• Develop KPIs to drive continuous improvement.
• Identify areas for improvement in service delivery processes and work with internal teams to implement changes and best practices.
• Analyze client feedback and service data, providing regular reports and making recommendations to enhance operational efficiency.
• Lead efforts to standardize processes and workflows. 
• Manage and oversee an offshore team, ensuring performance expectations.

The Ideal Candidate

• Bachelor’s degree or equivalent experience in a relevant field
• 4+ years of customer-facing experience ideally in healthcare or technology customer support role
• Strong customer service orientation with excellent communication skills
• Ability to understand and explain complex technical products
• Proficient in G-Suite; familiarity with Salesforce, JIRA, or similar tools is a plus
• Passionate about SafelyYou's mission and technology
• Proactive in anticipating and addressing issues
• Comfortable working in a fast-paced, dynamic environment
• Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously
• Technical proficiency, with a solid understanding of software applications and the ability to quickly learn new tools and platforms.
• Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and service delivery.

Why Join Us? You Can Make a Difference!

SafelyYou offers a competitive compensation package, including but not limited to:

• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
• 401k Program
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
 
We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.