Manager, Customer Success in Chicago, IL at CareerBuilder

Date Posted: 4/19/2018

Job Snapshot

Job Description

US - CareerBuilder

 

 

The Manager of Customer Success will be responsible for the overall performance of a team of Customer Success Specialists in providing lifecycle monitoring and demonstrating return on investment for a group of accounts to ultimately drive client retention.  The Manager will work to balance sales relationship building, team management, and department process improvement.  The Manager will also work to influence and mentor peers to drive change in the department and throughout the company.   

Job Duties and Responsibilities

  • Drive exceptional team performance and departmental KPIs
  • Innovate on processes to improve:
    • The Customer Experience.
    • Efficiency of Customer Success Specialists
    • Demonstrating departmental value to the business.
    • Maximizing productivity of current staff through identifying coaching and training opportunities
    • Driving customer retention and renewal rates.
  • Lead projects around innovation ideas to drive change in the department
  • Interview and hire new team members as needed to constantly raise the bar for team.
  • Communicate consistently and effectively with all areas of the business including Sales, Product Owners, Customer Experience Managers, and Customer Support.
  • Act as a partner with other groups within the department and company to breakdown silos, share best practices and improve the customer experience.
  • Hold frequent one on ones with team members to discuss:
    • Performance
    • Current challenges and roadblocks
    • Career development and career path
    • Expectations
  • Conduct quarterly and annual reviews with team members to expand upon one on one conversations and feedback.
  • Proactively communicate up the chain on team initiatives, projects, strategy, and departmental opportunities.
  • Continuous learning through:
    • Business readings (books, articles, blogs)
    • Internal training classes
    • External training classes
    • Competitive intelligence
  • Meet with key client stakeholders as needed in person to aid in communicating Careerbuilder’s value.
  • Interact and communicate with clients as needed to drive retention.

Job Requirements:

  • Bachelor’s degree required. Master’s degree a plus. Business or applicable field of study preferred.
  • 3-5 years of Management experience preferably managing entry to mid-level employees.
  • At least 2 years of experience as a Customer Success Manager or experience in account management, implementation, project management or sales of SaaS products.
  • Experience working with clients in a direct facing role.
  • Ability to think big picture.
  • Ability to execute on strategy and get others to buy in.
  • Demonstrated coaching and mentoring skills.
  • Strong communication skills up and down the chain.
  • Excellent organizational and time management skills.
  • Ability to influence others and drive change.
  • A master of leading by example not authority.
  • Ability to explain initiatives by sharing the why and communicating the WIIFM.
  • Master of relationship building and networking skills.
  • Ability to make quick decisions.
  • Strong critical thinking skills.
  • Master at teaching others.
  • Exceptional business acumen.
  • Demonstrated skills at team motivation and strategy.
  • Ability to identify gaps in process, people or strategy and proactively take action to address.

 


 

 

Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Training that positions you to hit the ground running with ongoing learning and development courses; we never stop investing in our people.
  • Comprehensive Medical, Dental & Vision Programs
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA!  No strings attached!  
  • $400 Annual Reimbursement for Wellness Activities, including your gym membership!  
  • 401(k) Program with Strong Employer Match and 2 year vesting schedule!  

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

 

TSR ID: 000402