Client Success Supervisor

Job Purpose:

To ensure that each client receives the "Anderson Way" client experience by leading and supervising a team of Client Success Coordinators (CSCs). This role involves providing support, coaching, and resolution for client concerns, conducting client experience and customer service training, and collaborating with other departments to continuously improve the client experience.


Key Responsibilities:

Team Supervision:

• Lead a team of Client Success Coordinators and Account Managers who interact with clients to ensure their services are completed within the expected time frame.
• Provide support, coaching, and resolution for client concerns as they arise.
• Conduct client experience and customer service training for the team, identifying needs to continuously increase their skill set and deliver enhanced service.
• Monitor and assist with addressing emails sent to a supervisor email group.
• 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.
• Lead weekly team huddles to discuss goals, metrics, and updates regarding policies and practices.
• Hold weekly one-on-one expectation meetings with direct reports.
• 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.
• Review training needs as they arise to provide the necessary training or work closely with the CSC Trainer to facilitate the training program.
• Ensure each client receives the "Anderson Way" client experience from the team.
• 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.
• Ability to manage multiple projects in tandem.

Preferred Qualifications:

• Salesforce CRM experience.

Performance Metrics:

• Client Satisfaction: Measured by client feedback and satisfaction survey results.
• Team Efficiency: Timely completion of client support tasks and projects.
• Communication: Responsiveness to client communication and effective team collaboration.
• Training Effectiveness: Measured by the continuous improvement of team skills and client service delivery.