Customer Excellence Manager

New
  • Job Type:
    Direct Hire
  • Category:
    Account Services - Account Service Management
  • Location:
    Elk Grove Village, Illinois
  • Job Code:
    US_EN_88_918772_2835196

Paladin is working on an exciting newly created position for a Customer Service Manager to engage with clients and ensure successful optimization and the resolution of issues related to client dissatisfaction. In this role, you’ll partner with key client accounts and internal account management teams to drive retention and growth for key client accounts.

 

This is an essential role that will serve as a trusted resource supporting accounts with a blend of business process knowledge, talent management expertise and deep functional and technical knowledge of company products and services. You will also serve as a customer advocate across functionality within the organization.

 

Must-Have Qualifications:

  • 5+ years of experience leading customer sales/service/account management teams
  • In-depth knowledge of CRM systems, MS Dynamics preferred or other analytics tools
  • Proficient in MS Office (Word, Excel, PowerPoint)
  • Ability to travel domestically for work-related events and client meetings (approx 15%)
  • Experience reviewing data and performing data analysis
  • BA/BS degree
  •  

    Job Details:

  • Full-Time/Permanent role
  • Office location – Elk Grove Village, IL (must be on-site)
  • Salary will commensurate with experience – base + bonus
  • Full benefits package (medical, dental, vision, 401k and more)
  •  

    Other Responsibilities Will Include:

  • Oversee a team of 6-7 direct reports
  • Provide partnership to assigned accounts for post-go live customers on process and product functionality
  • Understand client business drivers and critical use cases to align them to product functionality to drive key customer outcomes
  • Work with clients to understand their current/future goals and provide recommendations on how to achieve those goals
  • Navigate and mitigate post go-live challenges
  • Navigate technical questions from clients and engage appropriate resources to resolve
  • Empower clients to leverage best practices to increase adoption and utilization
  • Provide industry insights, guidance and recommendations to drive customer outcomes
  • Provide just in time enablement, and how-to quick wins to mitigate client challenges
  • Support clients in understanding resources, training, support, and services available
  •  

    Soft Skills:

  • Highly detail-oriented, able to manage multiple projects simultaneously
  • Excellent communication, presentation, consulting and analytical skills
  • In-depth CRM knowledge
  • Passion for customer success
  • Enjoy working in a fast-paced, dynamic organization, able to adapt to changes in role/responsibilities
  •  

    For consideration, please send your resume showcasing your achievements in customer success/customer service to: orfie@paladinstaff.com

     

    Customer Service Manager; Inside Sales Manager, Relationship Manager, Client Services Manager, Customer Service Supervisor



    Equal Opportunity Employer/Veterans/Disabled

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