Operations Manager Needed– Elevate Client Success!
REMOTE (WORK FROM HOME) JOB: THIS JOB IS AVAILABLE FOR APPLICANTS IN SOUTH AMERICA.
BEFORE YOU READ THE JOB DESCRIPTION:
1. Please complete the application process in ENGLISH. English proficiency must be fluent. Written and spoken English will be evaluated.
2. Must be freelance, NOT part of another agency already.
WHO ARE WE? FOUNTAIN FORWARD
We are a hyper-motivated crew of internet marketing experts based in Houston, Texas. We're on a mission to provide truly profitable data-driven marketing solutions, primarily for The Automotive industry.
We love working together to accomplish one thing: persuade people to do business with our clients, and do it more often. Seeing our clients make more money and collaborating together to accomplish their goals is what drives us to slam down a couple of espressos every morning and fire up our brain cells.
HOW TO APPLY
Please complete our application form below:
JOB DESCRIPTION
The CSM Operations Manager is the hub for all CSMs and Client Care. You oversee the communication and satisfaction level of current and future clients then implementing changes to ensure higher standards are met. As a CSMM, your role is to effectively manage the CSM team, provide guidance, direction, and support to ensure the team effectively delivers on client satisfaction and retention goals. Additionally, keep the internal team on the loop and ensure that they are informed on the satisfaction of each client and service, create standards for long term client retention, and define the KPIs for that.
WHAT YOU’LL DO
Management
- Be the go-to person for any concerns regarding CSMs or clients, and keep the Internal team in the loop for any updates
- Facilitate and coordinate weekly CSM team meetings, including setting focus and priorities with reminders on expectations and SOPs, providing advice, situational discussions, follow-ups, and a "State of the Union" circle up.
- Facilitate a focus on training through activities like "Hot seat" and film reviews, fostering a collaborative and informed environment to enhance the team's performance and professional development.
- Ensure the accuracy, efficiency, and relevance of the CSM Capacity Calculator, which looks into the optimal allocation of resources within our Customer Success team.
- Regularly assess and maintain the accuracy of the Client Success Algorithm, ensuring precise monitoring of client health indicators and promptly identifying potential risks or opportunities for intervention, contributing to the overall success and satisfaction of our clients.
Development
- Provide guidance, mentorship, and support to ensure CSMs are equipped to deliver exceptional client experiences
- Spearhead mock-reporting initiatives to refine and enhance the reporting skills of the Client Success team, providing valuable insights for continuous improvement.
- Develop comprehensive training materials and Standard Operating Procedures (SOPs) for CSMs, ensuring alignment with industry best practices and organizational objectives.
- Oversee the seamless implementation of "Hot seat" and film review sessions, fostering a dynamic learning environment and contributing to the professional development of the team.
Client Retention
- Establish and refine standards and best practices for long-term client retention.
- Continuously review and update Client Touch Points and Client Relations Scripts, ensuring they remain current and effective in facilitating meaningful interactions and relationships with clients.
- Identify areas for improvement and implement strategies to enhance client satisfaction
- Conduct and evaluate Quarterly Client Satisfaction Check-in Surveys, gathering valuable feedback to assess and enhance client satisfaction
- Oversee the distribution and analysis of Client Onboarding Survey Responses, ensuring a comprehensive understanding of the client's initial experience and making informed adjustments as needed for an optimized onboarding process.
- Maintenance of the Client Attrition Report
- Regularly review and enhance the content of the report to provide a comprehensive and accurate depiction of client attrition trends, enabling the organization to make informed decisions and implement targeted strategies for client retention.
- Manage and process client referral requestsEnsuring a streamlined and efficient procedure for handling requests from clients.
- Order, send, and deliver client giftsCoordinate the end-to-end process of ordering, dispatching, and delivering client gifts, maintaining a seamless and thoughtful approach to expressing appreciation and building positive client relationships.
REQUIRED SKILLS
Proven experience in customer success management or project management.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Analytical mindset with the ability to derive insights from data.
A customer-centric approach and a commitment to delivering exceptional client experiences.
Familiarity with customer relationship management (CRM) software is preferred.
Preferred: Marketing experience
Preferred: Automotive industry experience
ADDITIONAL INFORMATION
HOW WE WORK
- Freedom and flexibility. We’re a team working from around the world. That is, as long as they show up on our weekly calls, do their job correctly, and have a good sense of accountability.
- Autonomy and ownership. Working on a distributed team means you don’t have someone micromanaging you or looking over your shoulder to make sure you’re getting things done. We’re a team of do-ers who take full ownership for their results.
- Be helpful and dedicated. We help our clients be successful. We help our prospects get the right information and make the right decision whether or not it includes our services. We help our team members reach their full potential.
THE PERKS!
Work from home / anywhere in the world
Flexible Schedule (within reason)
Unlimited vacation policy (just 2 week notice + approval) and sick days
Access to training in digital marketing, advertising, and leadership
Taking your skills to the next level and applying them to dealerships and small businesses nationwide to make a larger impact
Coaching and seeing the direct impact of your work improving the lives of others every day