Client Success Manager

Description

Job Summary: The Client Success Manager is responsible for cultivating and sustaining long-term, strategic relationships with Omega’s client partners, serving as the primary liaison for all client communications. This role ensures the delivery of a superior client experience by thoroughly understanding each client’s business objectives, aligning solutions to their evolving needs, and proactively identifying opportunities to enhance value and drive revenue growth.

Principle Responsibilities: 

• Develop new and continue to improve existing relationships with client partners.
• Regularly review company practices to ensure maximum client satisfaction.
• Work with internal departments to ensure company meets clients’ expectations.
• Collaborates with employees across all levels to best understand how to update and create Company technical documents.
• Attend to client complaints and resolve issues promptly.
• Accept incoming calls, emails, and communications of requests from clients in a friendly, approachable, and helpful manner.
• Follow written procedures and checklists and work with other departments to create internal solutions and provide resolutions to clients.
• Conduct daily audit of new merchant setups, communicating issues to the Merchant Performance Supervisor for correction.
• Collaboratively solve for problems, while improving processes used to reach resolutions.
• Educate and inform clients about the company’s products, services and special offers. 
• Identify potential opportunities and work collaboratively to build new customer relationships.
• Document policies and procedures used to reach resolutions for client and service provider requests to improve processes over time.
• Conduct customer satisfaction surveys and make recommendations for improving client satisfaction.
• Manage in case file management and research, to include opening, problem-solving, and closing of case investigations.
• Designs and develops specified reports case reports for management.
• Schedule and lead weekly touchpoints to stay actively engaged with our partners.

Requirements

Knowledge, Skills, and Abilities:  

• Excellent customer service/customer relationship skills; service-oriented and able to resolve customer grievances. 
• Excellent interpersonal skills with a proven ability to collaborate with a team. This includes strong verbal and written communication skills.
• Excellent organizational and time management skills.
• Demonstrated critical thinking and problem-solving skills.
• Proficient in Microsoft Office Suite or related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Work Experience:  

• 1+ year customer service experience preferred. 

Training and Education:  

• High school diploma or equivalent required. 
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work full-time (average of 40-hours per week). 
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities. 
• Ability to be on location and/or assigned confidential location(s) for client services for all work hours.  
• Effective with shifting roles, responsibilities, and expectations in a changing work environment.  
• Ability to see computer screen, read, and complete forms
• Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods of time/work at a desk. 
• Ability to answer the phone in a busy environment – hear callers and be responsive.  
• Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.