Client Success Manager

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a Client Success Manager to join our team. 

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S. 

Work from Home PLUS 

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. 

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work. 

The Client Success Manager will be tasked with maintaining current clients and growing our customer base, keeping accurate correspondence records, meeting regularly with key stakeholders, updating client details, and providing process improvement recommendations. The Client Success Manager’s dedication to the needs of our clients should encourage client loyalty and enhance our organization’s growth through positive client-to-business engagement. 

As a member of our team, you will: 

• Establish and maintain a governance model for multiple client accounts within the assigned portfolio. 
• Lead the team by allocating resources, assigning responsibilities, coordinating, communicating, and participating in the activities necessary to achieve company and client goals.
• Oversee staffing, production and process improvement efforts, and program financials to ensure key objectives are met.
• Ensure Peak Support’s policies and procedures, as well as the clients, are followed.
• Work alongside multiple individuals in preparing weekly, monthly, and quarterly business reviews and presenting the data to the client.
• Conduct business reviews with Clients and Peak Support Executives (Weekly, Monthly, Quarterly) to evaluate historical trends and ensures that action plans are integrated into the process improvement initiatives.
• Participate in travel as needed to solidify and grow client relationships.
• Evaluate the performance of each client and partners with support members and the Cabinet (WFM Training, Quality Assurance, and Business Analytics) to implement glidepaths or cure plans for any underperforming metric or task.
• Create strategic plans for process improvements, headcount planning, and other account-specific requirements.
• Partner with the Client Success Executive to identify opportunities for new business with existing clients and account growth. 
• Remain engaged with the IT and Technology team to ensure that all tools are running efficiently (internal and client-side) and that security and compliance measures are being followed.
• Help in promoting team engagement through planning, coordinating, communicating, and participating in engagement, rewards and recognition activities.
• Responsible for the performance, growth, and development of all direct reports (Team Leads, Training, and Quality and other roles required to promote overall account performance).
• Ensure that Peak Support is represented well to our team members, clients (and their customers), and the community at large.

We're looking for individuals who: 

• Demonstrate excellent active listening and communication skills. 
• Are able to function in a high-pressure environment. 
• Provide timely solutions to clients’ problems. 
• Show initiative and drive when dealing with client requests. 
• Are flexible and adaptable to changing client needs. 
• Possess strong verbal, written and presentation skills. 
• Are ?self-starters, able to facilitate strategic discussions to move the account forward. 
• Possess excellent judgment/problem-solving skills.