Client Care Manager at Backstop Solutions Group in Chicago, IL
Backstop Solutions Group is looking for a dynamic, enthusiastic, and motivated individual to serve as our Client Care Manager. This position will play a critical role in shaping the Backstop experience for our clients. The candidate must be confident, professional, and high energy. Primary responsibilities include, but are not limited to:
Core
Responsibilities:
Manages the day-to-day logistics of Client Care Lead staff to deliver an excellent customer experience with Backstop Solutions Coordinates team and ensures there is coverage during Support Hours, times, pager duty, and other coverage needs as needed Lead, manage, and mentor our team of support analysts (Tier 1 and 2) Complete team and individual performance reviews and regular one on ones Review and analyze weekly and monthly metrics for various initiatives Works with team to maintain/design training and onboarding programming for new team members Facilitate and lead weekly Client Care Meetings, update meeting minute notes and post to Confluence Coordinate weekly (or monthly) education opportunities for team meetings Lead the team recruitment process Research and resolve client inquiries and/or major incidents through cross-functional communications and communications to our clients Communicate effectively with clients and is an escalation point for clients who need special attention or who ask for manager involvement Complete monthly ticket audits for requested and high-level client Builds strong relationships with teams and enhance collaborations to ensure smooth processing of tickets Apply expertise to solving complex client and software issues Interface with both client facing and technical teams Other duties as assigned Experience and Skills Bachelor's degree preferred Proficient in Microsoft Word, Excel, PowerPoint and Outlook Minimum 2 years management experience Experience in software industry Superior written & verbal communication skills Strong organizational & multi-tasking skills Is collaborative and can work with a variety of people at all levels Demonstrates a strong sense of teamwork Works independently & can make quick and thoughtful decisions Extremely detail oriented Strong sense of urgency and the proven ability to work in a fast-paced environment Job Benefits Comprehensive pay and benefits package including medical, dental, vision, life & disability Unlimited vacation time 401(k) company match Professional organization memberships Intelligentsia coffee and espresso Game room, team events and quarterly company parties Weekly games, beer and snacks Casual work environment, jeans encouraged (when not visiting clients) Work with smart, cool and dedicated folks The chance to work for a growing service provider in the alternative financial industry
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Core
Responsibilities:
Manages the day-to-day logistics of Client Care Lead staff to deliver an excellent customer experience with Backstop Solutions Coordinates team and ensures there is coverage during Support Hours, times, pager duty, and other coverage needs as needed Lead, manage, and mentor our team of support analysts (Tier 1 and 2) Complete team and individual performance reviews and regular one on ones Review and analyze weekly and monthly metrics for various initiatives Works with team to maintain/design training and onboarding programming for new team members Facilitate and lead weekly Client Care Meetings, update meeting minute notes and post to Confluence Coordinate weekly (or monthly) education opportunities for team meetings Lead the team recruitment process Research and resolve client inquiries and/or major incidents through cross-functional communications and communications to our clients Communicate effectively with clients and is an escalation point for clients who need special attention or who ask for manager involvement Complete monthly ticket audits for requested and high-level client Builds strong relationships with teams and enhance collaborations to ensure smooth processing of tickets Apply expertise to solving complex client and software issues Interface with both client facing and technical teams Other duties as assigned Experience and Skills Bachelor's degree preferred Proficient in Microsoft Word, Excel, PowerPoint and Outlook Minimum 2 years management experience Experience in software industry Superior written & verbal communication skills Strong organizational & multi-tasking skills Is collaborative and can work with a variety of people at all levels Demonstrates a strong sense of teamwork Works independently & can make quick and thoughtful decisions Extremely detail oriented Strong sense of urgency and the proven ability to work in a fast-paced environment Job Benefits Comprehensive pay and benefits package including medical, dental, vision, life & disability Unlimited vacation time 401(k) company match Professional organization memberships Intelligentsia coffee and espresso Game room, team events and quarterly company parties Weekly games, beer and snacks Casual work environment, jeans encouraged (when not visiting clients) Work with smart, cool and dedicated folks The chance to work for a growing service provider in the alternative financial industry
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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