ReminderMedia is looking for a talented and experienced leader to serve as our next Client Success Manager! This position plays a critical role in our ensuring exceptional service is provided by our fully remote call center –working in a fun, highly competitive culture for a leading marketing services provider that has been recognized as a top place to work (philly.com), one of the nation's fastest growing companies (Inc 5000) and accreditation for conducting business with the highest standards of ethics and compliance (A+ BBB rating). This full-time, fully-remote position reports directly to our Client Success Director. This position is a hybrid role, reporting to the company headquarters in King of Prussia, PA one day per week and working remotely for the remainder of the week.
Responsibilities:·
- Educate our clients and employees on the ReminderMedia mission and vision to remind them of their reason for using our products and services, what is reasonable in terms of expectations, and to help ensure each client’s expectations are met.
- Responsible for maintaining a strong understanding of company products, services, and standard operating procedures to meet and exceed client expectations.
- Manage, develop, coach, and motivate a Service Team of 10-20 or more callers to exceed performance requirements in both sales and service.
- Handling and overseeing escalated client calls.
- Set individual sales targets for team members, through working with the Client Success management team.
- Ensure a high professional standard is achieved and monthly sales targets and KPI targets are met personally and by employees.
- Overseeing Service team queues to ensure proper follow up is being made available to all clients in a timely manner.
- Determine individual coaching strategies and training needs by listening to service calls daily and developing a strategy that fits the individual employee but remains consistent with our standard processes and procedures.
- Prepare, update, and deliver ongoing training modules, to further employee’s education and correct mistakes.
- Conduct educational and engaging training sessions for small and large classes that include a wide array of skill levels.
- Responsible for training and monitoring sales employees notes in the CRM system ensure they are accurate and up to date.
- Identify client pain points to educate and provide additional products and/or services to further assist clients in growing their businesses.
Compensation and Benefits
- Highly competitive compensation package commensurate to experience
- Full benefits package includes medical, dental, vision, 401(k) with company match and much more
- Equipment needed to work remotely - including computer, webcam, headset and phone service - provided by the company
Hybrid Work Requirements
- The typical schedule for this position requires reporting to the company headquarters in King of Prussia, PA one day per week and remote work for the remainder of the week.
- 40-hour standard weekly schedule from 9:00 a.m. to 6:00 p.m. weekdays with paid time-off, paid holidays and no night or weekend shifts
- Remote work requires a dedicated, distraction-free workspace with high-speed internet service.
Qualifications
- Bachelor's degree preferred; high school diploma or equivalent required.
- A minimum of 3 years’ experience in management in a call center environment
About Us
ReminderMedia is a leading marketing services provider that has helped over 100K small businesses grow their client base through a powerful suite of digital and direct-mail marketing tools. We have been recognized as a top place to work (philly.com), one of the nation's fastest growing companies (Inc 5000), and an A+ BBB rating. We are proud to be an equal opportunity employer who considers qualified applicants with criminal histories and disabilities in line with all applicable laws and will not discriminate on any basis prohibited by applicable law. Selected applicants will be asked to complete a pre-hire criminal background screen upon acceptance of a job offer. Applicants requiring alternative methods of application or screening should contact a member of our recruiting team directly. Through this application process, candidates consent to receive text messages, phone calls and emails.
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- To be considered for this opportunity, qualified applicants must be able to report to the company headquarters in King of Prussia, PA at least one day per week and have reliable transportation to and from this location. Please confirm you meet these criteria [189]
Ability to Relocate:
- King of Prussia, PA 19406: Relocate before starting work (Required)
Work Location: Hybrid remote in King of Prussia, PA 19406