Senior Manager, Client Account Services

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Serve as a resource for less experienced representatives regarding administrative tasks.

• Collaborate with leadership to pinpoint administrative functions that can be automated.

• Coach, train, and mentor junior members of the client account services team.

• Oversee client services team members and their respective accounts to guarantee customer satisfaction.

• Track client requests, projects, and issues, driving them towards resolution.

• Offer feedback and strategies for managing workload, requests, and meetings.

• Lead teams to ensure understanding of key initiatives, products, and processes.

• Establish clear objectives and communicate expectations to team members.

• Lead or engage in internal projects and their implementations.

• Assist with Salesforce template tasks and documentation efforts.

• Coordinate activities specific to builds and assess template tasks related to release management.

• Act as a subject matter expert for client and Cotality projects.

• Conduct quality assurance audits on queued tasks and provide insights on best practices.

• Serve as an escalation point for direct reports and resolve client escalations effectively.

• Deliver timely and consistent updates to clients and internal stakeholders until resolution.

• Identify necessary personnel and resources, establishing execution plans accordingly.

• Ensure root cause analysis for failures is performed and communicate customized post-resolution information to clients.

• Promote process improvement through the definition of business processes and alignment of systems.

⛳️ Requirements

• A bachelor's degree or equivalent experience focusing on the IT industry or a related field, or over 5 years of experience in product implementation or a technical client support role.

• Previous leadership experience in coaching and developing team members effectively.

• Strong critical thinking and problem-solving capabilities.

• Exceptional written and verbal communication skills.

• Ability to communicate effectively across all organizational levels.

• Skill in extracting necessary details from client requests.

• Proficiency in technical project management and coordination.

• Capability to make informed business decisions based on analysis, experience, and judgment.

• Flexibility to adapt to changing requirements and conditions promptly.

• Ability to comprehend clients’ business needs and convey issues to a diverse audience.

• Experience with SQL and/or a programming language is highly desired.

• Familiarity with input forms, rules, tables, error code interpretation, and JIPS is beneficial.

• Knowledge of real estate concepts is strongly preferred.

🏝️ Benefits

• Generous paid time off (PTO) and 11 paid holidays.

• Well-being and volunteer time off.

• Up to 16 weeks of fully paid parental leave.

• Baby stipend available.

• Multiple medical plan options to choose from.

• Mental health and wellness support offerings.

• 401(k) plan with company matching and vesting after one year.

• Annual well-being stipend of $400.

• Tuition assistance of up to $5,250.

• Recognition rewards to acknowledge achievements.

• Referral bonuses for bringing in new talent.

• Exclusive discounts available to employees.

• Flexible working model to accommodate different lifestyles.

• Opportunities for professional growth and development.