Client Success Manager

Spencer Technology is a global provider of field services and support and related offerings to channel and end users alike. Focused on infrastructure covering cabling through to all the active equipment, Spencer actively helps customers with their digital challenges supporting them with design, engineering, procurement, deployment, and aftercare needs to enable customers a cost-effective means by which to address these challenges. Spencer services a significant number of well-known brands such as Louis Vuitton, Specsavers and Swarovski.

Our core values are:

1. Client First

2. Integrity

3. Innovative

It is critical that these values resonate with you, and you are willing to make a commitment to actively represent these values in the work that you do.

The Client Success Manager (CSM) is an individual who possesses a strong drive for results.

High level responsibilities are threefold:

• To ensure client satisfaction.
• To ensure that Spencer provides consistently exceptional service to our clients.
• To know your client well, partnering with them to solution their problems and pre-empt their needs.
• To ensure that the account is profitable.

Role and Responsibilities:

• Always know if the client is satisfied with the quality and timeliness of delivery and that they are getting value from the service they receive.
• Onboard all new services including projects, helpdesk and service.
• Coordinate all onboarding activities to ensure that all service delivery teams are successful including Warehouse, Inventory, Production, Field Technicians, Scheduling, Finance, Project Management, Helpdesk and Service.
• Ensure that reporting for all areas is in place for internal and external use.
• Ensure that the correct communication structure is in place and Committed Action is being followed.
• Put the correct cadence of weekly/monthly/quarterly meetings in place.
  • The CSM prepares for the meetings, facilitates, sends out action items and drives all actions to resolution (reporting out on completed actions).
• Pre-empt issues before they become problems, this includes identifying risk.
• Watch for trends and actively work with the service delivery teams at Spencer to identify RCA and solutions.
• Serve as the liaison between Spencer teams and the client.
• Conduct proper problem management, track all problems and provide the customer with regular updates through to resolution.
• Proactively notify leadership of a high impact incident.
• Track and determine quality of all services delivered across the account.
• Identify services that are not meeting Spencer standard metrics and work with the service delivery teams to put in place a recovery plan.
• Conduct project/service postmortems.
• Constantly look at the account through the lens of continuous improvement, identifying smarter ways for our teams to be delivering service.
• Ensure that all completed business is invoiced and paid in a timely manner.
• Provide proposals to the client when needed.
• Other duties as required.

Qualifications:

• Minimum 5 years directly and indirectly management experience: Required
• Minimum 10 years of project management experience: Required
• Minimum 5 years of client-facing experience either in sales or account management: Req.
• Retail experience preferred. Familiar with various store technologies found at retailers including Point of Sale, Network infrastructure and back-office systems.
• Excellent Working Knowledge of Microsoft Business Applications (Excel, Outlook, PowerPoint, Visio, Project)
• Excellent customer service skills
• Strong analytical skills. Ability to understand data and metrics related to sales and inventory.
• Strong communications skills (verbal and written)
• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.
• Strong negotiation skills with a problem-solving attitude
• Ability to travel, up to 50%
• Demonstrated ability to work independently and remain motivated.
• Nights and weekends, as needed.
• Bachelor's degree or equivalent experience in a related field

The above-mentioned job description is subject to change at the employer's discretion.