Client Services/Customer Success Manager

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Last Updated Nov 28, 2019
Mid Level | W2 | On-Site | Full-Time

Description

Durham, North Carolina, USA

The Company:
Accredit Solutions provides accreditation (credentialing) platforms to some of the World’s most high-profile sporting, government, and major event organisations. Based in London, Dubai, Australia and now expanding to Raleigh/Durham, North Carolina, they have top-tiered clients in sports such the English Premier League, e-Sports, NY and London marathons, the New Zealand All Blacks, the Cricket World Cup, England Rugby, golf, tennis, and other major events.
For the right person, this is an opportunity to get in early at the world’s fastest growing, award-winning, cloud-based credentialing/accreditation business, as it grows its business in the U.S.A. and North America. The business has already secured high-profile customers in the United States and it would be your role to support them and other clients from the top sports teams, leagues, stadiums, venues, festivals and high-profile events world.

Accredit Solutions is seeking an enthusiastic and experienced Client Services Manager to join our expanding team and operation in the U.S.A. You will own client requirements, escalations and issues and manage these through to conclusion. You will work with our U.S. based President, international development and client services teams to ensure the product is always delivered to the expected service levels. This is an exciting opportunity to work in a fast-paced industry that will challenge you and also support you throughout your career development.

Key Responsibilities:
  • Providing product support to clients both face-to face and via the phone/email
  • Taking ownership of issue escalations through investigation and resolution
  • Ensuring that all client queries are logged correctly within helpdesk portal (Zendesk)
  • Providing regular reporting to US President and Global Client Services Director on client issues/relationship status
  • Implementing new client system roll-outs and upgrades
  • Conducting user acceptance testing, issue snagging
  • Writing and compiling system and training documentation
  • Providing face to face and online product training to individuals or teams
  • Identifying client current workflow processes not dealt with by the product and provide workaround options
  • Assisting the US Sales team with preparing RFPs and providing product demos on client site
  • Liaise with Product/Development teams in identifying system issues and specifying innovations and improvements
  • Scaling, supporting and managing the U.S. Client Services team
Job Type:
  • Full-time, initially home office based, fully supported, until moving into a co-worker space with President and Sales team in early 2020
  • You will need a passport, with initial travel to work and train with our Client Services team in London
  • Benefits include 85% healthcare cover and 25% for spouse/dependents, plus up to 20 day’s vacation per year and extra days off (depending on supporting events).
The Person:
The key skills and qualifications of a Client Services Manager: 
  • Worked in a client-facing support function for more than two years in the technology sector
  • Escalation management and understanding both to the client and internally to the business
  • High-level of collaboration with internal teams
  • Exceptional client relationship skills
  • Skilled in direct product training
  • Ability to conduct product business/service reviews
  • Ability to build support teams and processes
  • Strong spreadsheet management skills
  • Strong analytical and documentation skills with attention to detail
  • Manage increasing levels of responsibilities, deadlines and client/partner relationships
  • Excellent communications skills – written & verbal
  • Strong passion for client service through technology
  • Self-starter, with the ability to work remotely and within a team environment
The below skills are desirable but not essential: 
  • Understanding of MS SQL – basic queries and update scripting
  • Trend Analysis/Problem Management
  • Experience using MS Azure and ZenDesk task management tools
  • Basic HTML
  • Experience working with accreditation
The company Benefits and Perks will carry over into the job post.

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Benefits & Perks

  • 20 days PTO a year (plus 9 days paid public holidays)
  • Travel to sports and awards...
  • Embracing Entrepreneurial Spirit and Ideas
  • Fun, scale-up company culture
  • Initial Training in Europe
  • Healthcare

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