Assistant Manager, Client Success Lead
2 days ago
About the Role:
The Assistant Manager, Client Success will provide leadership in the day-to-day operations of the Client Success team, supporting WatSPEED's catalogue of courses and programs, and delivering exceptional customer service to our professional clientele.
Key Responsibilities:Staff Leadership- Support the execution of hiring, recruiting, and training of new staff, ensuring successful integration into the existing team.
- Develop and implement ongoing, strategic training for staff, ensuring team members remain current and well-versed on all WatSPEED offerings.
- Facilitate team meetings, schedule staff, and take the lead role in day-to-day coaching and mentorship of the Client Success team.
- Assign and monitor tasks/projects, provide guidance as required, and adjust workload as needed across the team to incorporate new tasks, course offerings, and/or projects.
- Deploy staff to meet goals and objectives most productively.
- Support Manager, Client Success in maintaining the successful operation of the Client Success team by providing timely updates and insights for staff evaluations, goal setting, and any other performance management issues that may arise.
- Advocate for team equipment, resources, and systems, balancing the team's needs and overall operational needs and goals of the unit and University.
- Perform duties of Manager, Client Success when necessary and complete other duties as assigned.
- Maintain an efficient, effective, and cooperative work environment.
- Manage all aspects of service delivery for WatSPEED, creating a culture of exceptional customer service, aligned with WatSPEED's different course offerings, which permeates through the team.
- Maintain productive working relationships with various members of the university community and external partners and stakeholders (course instructors).
- Troubleshoot and solve complex, non-routine problems such as WatIAM credential concerns, registration and ecommerce administrative system problems, and other system issues that affect the day-to-day operations of Client Success.
- Advise Client Service Advisors on finding resolutions to complex customer service issues; act as an escalation point for complex problems.
- Author procedural documents, canned responses, and other team resources; ensure the accuracy and relevancy of the resource repository.
- Review and assess processes, administrative systems, tools, and equipment on a continuous basis to implement new practices that improve efficiency and service levels.
- Manage the daily operational aspects of WatSPEED programs and ensure that classroom and electronic resources are in place to optimize teaching and learning opportunities.
- Advocate the needs of the Client Success team and effectively communicate those needs in systems planning meetings.
- Prioritize registration system development items in collaboration with the Business Systems Analyst (bugs, feature requests, system upgrades).
- Actively involved in the design, testing, and ongoing management of changes to WatSPEED's registration and client management systems.
- The incumbent provides high-level service to our corporate clients.
- They must be knowledgeable of all our offerings and be able to make appropriate recommendations.
- Conducting needs assessments, aligning on learning solution requirements that meet the client's needs within a reasonable time frame.
- They will collaborate with our instructors and the Client Service Advisors to coordinate corporate training offerings.
- The incumbent will conduct evaluations of the offerings, ensuring client satisfaction and establishing an ongoing relationship.
- Manage the appropriate collection, reconciliation, and oversight of any monies handled, including eCommerce, POS transactions, and cash.
- Approve bank reconciliations, prepare select invoices, and resolve/approve any financial discrepancies.
- Ensure routine financial records are accurately recorded and maintained.
- Liaise with Finance regarding financial records and system access requests.
- Approve non-routine and high-dollar value supply purchases.
- University Degree or diploma required, or equivalent education and experience.
- Management training is an asset.
- 1-3 years' experience managing and coaching a highly interdependent team in a customer service environment.
- Experience with continuing education in the post-secondary sector would be an asset.
- Proven experience delivering exceptional customer service as well as experience resolving escalated customer complaints.
- Financial experience with ecommerce, POS systems, reconciliations, and invoicing would be an asset.
- Superior organizational and planning skills, the ability to prioritize many priorities that have competing deadlines.
- Excellent written and verbal communication.
- Keen analytical and problem-solving abilities.
- Demonstrated ability to thrive in and contribute to an integrated and collaborative team environment, and to apply a positive team approach to working with colleagues.
- Intermediate skills with MS Office, Adobe Acrobat, and SharePoint.
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