Client Success Supervisor (Remote)

 

The Client Success Supervisor is responsible for developing and managing business relationships with Multifamily Utility Company clients resulting in long-term client retention. Internal champion between clients and internal teams, ensuring the delivery of timely and effective solutions according to customer needs and improving the entire client experience. Train and supervise members of the Client Success Team to exemplify the core objectives and values of Multifamily Utility Company.

Operational Responsibilities

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• Establish departmental goals. Plan and work with team members to meet these goals.
• Provide an excellent service experience for existing and newly acquired clients.
• Operate as the lead point of contact for all assigned accounts.
• Maintain a high percentage of customer contract renewals.
• Senior level contact for all client account issue escalations.
• Senior level contact for all escalated in-house matters involving client success.
• Manage distribution of monthly reporting to clients.
• Develop and manage monthly intentional calls with clients to review reports and month-over-month billing and recovery.
• Track and manage accuracy of new owner and renewal contracts and/or related changes.
• Ensure accuracy of cancellation and final bill fee calculations.
• Raise awareness of department team members related to the wants and needs of clients.
• Serve as liaison between departments for issues or matters of importance.
• Lead weekly team meetings with Client Success Specialists.
• Work in collaboration with other departments daily to help strategically line with customer needs.
• Establish metrics that will provide insight into productivity of team to include client retention, MUC initiated touchpoint with client, client originated touchpoint with MUC, on-time delivery of monthly reports, monthly intentional calls.
• Develop Client Business Reviews | Manage bi-annual reviews with clients.

Supervisory Responsibilities

• Supervision of all client success projects internally and externally including but not limited to
  • Quarterly internal and external reviews
  • Accounts Receivables
  • Collections
  • Creation and/or collaboration of Standard Operating Procedures
• Assign, supervise, lead, coach and direct the work of others.
• Conduct monthly 1:1 with each team member.
• Involvement in hiring process of new team members.
• Onboarding, training, and development of new employees.
• Responsible for employee performance evaluations.
• Recommend and implement employee discipline.

Competencies/Skills

• Quickly and effectively solve customer issues.
• Ability to respond to a high volume of emails daily.
• High volume of quality work output daily.
• Ability to foster teamwork.
• Successfully manage company and departmental change.
• Develop competencies of team members.
• Manage employee performance.
• Ability to communicate efficiently and effectively.
• Excellent interpersonal skills.
• Excellent listening, verbal, and written skills.
• Understands business implications of decisions.
• Effective planner.

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