Job Description
Job Title: Client Support ManagerCompany: The Cool Bean CompanyLocation: Waterford, Munster, IEJob Type: Full-timeSeniority: Mid-to-Senior LevelYears of Experience: 7About Us:The Cool Bean Company is dedicated to providing exceptional products while maintaining a strong commitment to environmental responsibility and sustainable practices. Our mission is to create a positive impact within our communities and to inspire both our customers and our employees. As we grow, we are looking for a passionate Client Support Manager to lead our client relations team and ensure our clients receive the highest quality service.Job Overview:As the Client Support Manager, you will play a pivotal role in fostering strong relationships with our clients and ensuring their needs are met effectively and efficiently. You will lead a team of support staff, oversee client interactions, troubleshoot issues, and work collaboratively with various departments to ensure client satisfaction and retention. This is an exciting opportunity to make a significant impact in a growing company while upholding our values of sustainability and community service.Key Responsibilities:Client Relationship Management:- Build and maintain strong relationships with key clients, acting as their primary point of contact for inquiries and concerns.- Ensure client needs are understood and addressed promptly, fostering long-term partnerships.- Conduct regular check-ins and follow-ups with clients to assess satisfaction and identify any potential issues.Team Leadership:- Oversee the client support team, providing guidance, training, and performance evaluations.- Establish team goals, monitor progress, and implement best practices to enhance team productivity and morale.- Encourage a collaborative and resourceful working environment, supporting team members in resolving complex client issues.Issue Resolution:- Triage and resolve escalated client issues with a proactive approach, ensuring timely solutions.- Utilize emotional intelligence to empathize with clients, understand their concerns, and provide appropriate solutions.- Analyze client feedback and implement necessary changes or training to continuously improve service quality.Reporting and Analysis:- Maintain and analyze client engagement metrics, reporting on trends and areas for improvement.- Develop and maintain client support documentation, including FAQs, manuals, and training resources.Collaboration Across Departments:- Work closely with sales, marketing, and product development teams to align client feedback with business strategy.- Participate in product launch processes, assisting in the development of training materials for both clients and internal staff.Training and Development:- Develop and deliver training programs for the client support team to enhance their skills and knowledge.- Keep the team updated on product changes, industry trends, and client management best practices.Sustainability Initiatives:- Promote and integrate the company’s environmental and sustainability initiatives into client interactions and support strategies.- Educate clients regarding our sustainable practices and promote responsible consumer behavior.Requirements:Bachelor's degree in Business Administration, Communications, or a related field.A minimum of 7 years of experience in client support or accounts management, preferably in a mid-to-senior level position.Proven experience in team leadership and client relationship management.Strong emotional intelligence, with an ability to connect with clients and understand their needs.Excellent time management skills, with the ability to prioritize tasks and manage multiple client accounts simultaneously.Proficient in customer relationship management (CRM) software and Microsoft Office Suite.A resourceful and hardworking individual, with a proactive approach to problem-solving and client service.Passion for environmental responsibility and sustainable business practices.Benefits:Competitive salary and performance-based bonuses.Retirement plan options to secure your future.Generous relocation allowance for successful candidates moving from other regions.Parental leave policy to support family growth and balancing personal commitments.Working Environment:The Cool Bean Company prides itself on fostering a positive working culture committed to environmental responsibility and sustainable practices. We strive to create a workplace that is inclusive, collaborative, and innovative, encouraging our employees to share ideas and drive change.Application Deadline:Interested candidates are encouraged to apply by October 29, 2024.Equal Opportunity Statement:The Cool Bean Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, gender, age, disability, sexual orientation, or background.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job. #J-18808-Ljbffr