Client Services Operations Manager

Foundant Technologies

Position Summary: This position is a driving factor for the effectiveness and efficiency of our Client Services (CS) department. Working as a trusted partner to both CS and Executive Leadership, the Client Services Operations Manager focuses on defining customer success objectives, strategy, tactics, and the implementation of processes that scale, all driven through customer data insights.

Responsibilities: 

Serve as liaison between Client Services and other departments to ensure accurate and timely communication and collaboration 

Ensure a seamless handoff from Sales to Client Services teams 

Work closely with members of the Client Services, Sales, IT, Marketing, and Product teams regarding planning, process management, revenue analysis and productivity 

Support Client Services Management Team to collect, input, verify, correct and analyze data to measure key performance indicators versus business objectives 

Be an active member of each team within Client Services, helping drive client across GLM, SLM and CSuite products 

Track and communicate Client Services KPIs within the Client Services and across company-wide status update meetings 

Develop and improve workflow processes to ensure a lean and efficient operation and maintain documentation of best practices and process changes 

Support management of client service budgeting ensuring staff planning aligns with business needs and plan 

Identify opportunities for process improvements and escalate system issues 

Lead ad-hoc team and company-wide projects 

Expand on and develop new agile operational models around client management 

Follow your curiosity and pursue hunches to uncover deep insight to steer our growth and client satisfaction; you will be bringing new perspectives to the table 

Minimum Requirements: 

3+ years of operational and management experience, with emphasis on customer service organization and infrastructure 

Distinct customer service and process mentality 

Excellent time-management skills with the ability to multi-task 

Advanced Microsoft Suite and Excel skills 

Strong experience modeling complex problems, both conceptually and tactically (spreadsheets, analysis tools, visualization) 

Endless curiosity and enjoy digging deeper for better understanding 

Want to be a key part of impacting the philanthropic community 

Are passionate, enthusiastic and eager to learn 

Goal achievement-oriented 

Are a strong team player with a can do attitude 

Possess an aggressive, positive attitude and strong collaborative streak 

Have impeccable organizational skills and consider yourself a self-starter Experience working for a SaaS company or new implementations is preferred 

Our focus is maximizing the impact of the philanthropic community by providing SaaS solutions to grantmakers, grantseekers, & community foundations. We have ranked on Outside Magazines list of 100 Best Places to Work, while also climbing the ranks of Inc. 5000's list of fastest growing privately held companies. Delivering great customer experience is a top priority which means hiring customer-focused team members is critical to our companys and our customers success.

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