Client Care Manager

Description:

Job purpose

• Drive customer satisfaction and operational sales excellence for Nobelus by enabling revenue growth and increasing sales productivity through effective methodologies, efficient processes, value-added information, and sales tools.
• Lead the Client Care function by supervising the Client Care Team (currently four Relationship Managers), supporting at least one Account Representative, and completing day-to-day administrative and operational tasks.

Duties and responsibilities

• Supervise the Client Care Relationship Manager team; delegate work and hold team members accountable for responsibilities, duties, and assigned tasks.
• Manage day-to-day Client Care operations in collaboration with team members.
• Lead regular Client Care meetings to review initiatives, surface issues, and agree on solutions.
• Support the Chief Revenue Officer (CRO) and Client Care with internal communication, special projects, and report due dates.
• Create and maintain Client Care department policies and procedures.
• Serve as Relationship Manager for at least one Field Sales Representative assignment.
• Assist the CRO with sales and product training meetings by arranging schedules, building agendas, and ensuring presenters and participants are prepared.
• Collaborate with internal departments to update and implement improvements to sales reports.
• Manage the annual sales quota assignment process, account assignments/changes, and other sales business planning activities.
• Administer sales operations processes including price exceptions, account assignment, sales quota administration, and sales compensation processes.
• Develop and maintain sales forecasting models and supporting data in partnership with Sales and Client Care.
• Monitor and report on customer experience metrics, including Net Promoter Score (NPS), customer complaints, and resolutions.
• Provide pricing and margin feedback and recommendations to the CRO to support sales performance and profitability.
• Oversee the format for regular customer business reviews and engage Client Care and Sales Representatives in execution.
• Support onboarding and ongoing training for new Client Care and Sales Representatives.
• Leverage Salesforce.com and Power BI data for measurement, tracking, and analytics relevant to sales performance.
• Partner with Marketing and Sales Development to support lead qualification processes and to analyze/report campaign performance using dashboards and reporting.
• Facilitate cross-department communication related to sales activities and customer requests.
• Support inbound customer communication by responding to telephone calls and emails in coordination with Client Care and cross-functional teams.

Requirements:

Knowledge, Skills & Abilities

• Demonstrated ability to lead and supervise a customer-facing team and drive operational excellence.
• Strong organizational skills to manage multiple projects, reports, and deadlines.
• Analytical capability to interpret performance and customer experience metrics (e.g., NPS, complaint trends).
• Experience using CRM and reporting/BI tools, including Salesforce.com and Power BI.
• Ability to collaborate cross-functionally with Sales, Marketing, Sales Development, and other internal departments.