Manager of Client Support

Who are we looking for?

The Manager, Client Success, Support has overall responsibility for delivery of Client Support responsibilities, including training programs, support issues, service plans, client surveys, Client Assessment meetings and program development.

The Manager, Client Success, Support also has responsibility for aspects of the client relationship after the sale is completed via the Client Success Account Managers who deliver client lifetime support, cross selling opportunities, renewals and membership in the DataServ community and via the Client Engagement Specialist who improves the client relationship through documentation and training programs as well as delivering training.

The Manager, Client Success, Support is responsible for developing plans and delivering the required results. As part of this process, this position will work with the Co-Founder & CEO, CRO, DataServ Project Team, DataServ Initialization Team, DataServ Billing Department and IT Staff as necessary.

This position reports to the Co-Founder & CEO, CRO.

About Us

At DataServ, we believe in "creating a better way"...and we believe in doing so through "Evolutionary" change that works vs. "Revolutionary" change that too often fails. We live out these beliefs by helping Finance organizations modernize their Accounts Payable function and optimize it over time, thereby elevating them from a back office "administrative" role to a "strategic" business unit contributing to the bottom line. DataServ specialized in developing and delivering "Exceptions-based Intelligent Accounts Payable Invoice Automation (APIA) SaaS that always delivers substantial ROI.

Founded in 1994, the company created the world's first FinTech Software as a Service (SaaS) technology. Since then, DataServ has been helping businesses save time and money throughout their AP processes while enhancing visibility and controls to reduce risk and improve scalability.

Our top-rated solutions are used by more than 20,000+ satisfied users in 40+ countries and we are proud of our extraordinary customer retention rate, with over 70% of our clients having been with us for 10+ years. Read more about us at www.dataserv.com.

We value:

• True individual ownership and responsibility over projects.
• A healthy approach to velocity and technical debt.
• Taking the work very seriously, but not taking ourselves too seriously.
• Help others on our team learn and grow into efficient and competent developers.

RESPONSIBILITIES:

Essential Functions

Client Support

• Manages Client Support staff and their performance.
• Develops and maintains client relationships by understanding current and future needs of clients; is a partner and provides superior client satisfaction.
• Measures and manages client satisfaction through the distribution and analysis of surveys and Client Report Card tools; publishes results.
• Tracks Client Support trends through relationships, Pendo surveys then partners with the DevOps, Digital Mailroom, Client Success teams on strategic improvement plans.
• Creates and implements a service plan strategy designed to satisfy the client's needs, deepening the relationship with DataServ.
• Maintains client contact, reviews fluctuations in the client's needs; makes modifications in the client strategy accordingly and in so doing, identifies appropriate sales opportunities.
• Develops, measures and manages Client Support metrics (e.g., client, critical, aging, etc.); publishes results.
• A member of the team that owns and analyzes the Net Promoter Score (NPS). Conducts follow-up with clients as needed for more information and to affect that score positively.
• Oversees the transition of responsibilities from Project Management to the Client Support staff following new program implementations.
• Vets, trains, directs and oversees offshore vendor(s) for overnight Client Support team.

Client Success

• Manages the Client Success Account Managers (CSAM), Client Engagement Specialist and their performance. Leads the CSAM team to meet or exceed add-on sales goals and Net Revenue Retention (NRR) goals. Leads the Client Engagement Specialist to schedule and delivery training through the CSAMs.
• Drives client loyalty and ensures that clients are not just satisfied, but promoters of DataServ solutions, and are realizing measurable value from our software and services.
• Coordinates full client lifecycle from post-sale through the entire contract period, including renewals.
• Identifies opportunities for cross-selling new services to current clients as a revenue contributor, to foster additional value and reduce the churn rate. Forwards those opportunities to the Sales Manager for follow-up.
• Oversees the renewal of contracts for all accounts.
• Trains clients on new and existing system functionality to include system features, online help resources and tutorials that enhance their programs.
• Provides the team with a client success dashboard summarizing the overall health of the client base.

Additional

• Collaborates with members of DevOps, Sales and Marketing to create effective solutions.
• Ensures coordination with DevOps ITO and Client Support team for operational support.
• Handles any internal and external resource planning for the Client Support staff.
• Develops and implements departmental staffing strategies utilizing appropriate recruiting, hiring and training processes.
• Collects client feedback via interviews, focus groups, surveys and other means.

REQUIRED EDUCATION/EXPERIENCE

• BA/BS degree required
• Minimum 4+ years Client Services/Support management experience
• One to three years' experience in roles developing and mentoring a team of excellence and managing by influence.
• Client-centric perspective.
• Experience developing and implementing client service/sales plans
• Experience with process development and analysis
• Ability to work independently yet support team responsibilities
• Demonstrated ability to deliver on-site training and/or presentations.
• Technical analytical skills are required.
• Experience with process development, improvement and analysis.

PREFERRED EDUCATION/EXPERIENCE

• Advanced degree preferred

Current Openings for Manager of Client Support Jobs at DataServ Missouri