Job description

PURPOSE: Working with Gardiners business leaders, the Client Success Manager will be an advocate for clients and play a key role in ensuring operational excellence and enhancing communication both internally and with clients.

This role will be a key aspect of maintaining Gardiners voice of the client, consistently seeking client feedback, and serving as a client experience liaison, identifying, and following up on opportunities for improvement while also highlighting and emphasizing when excellent service is provided. The overall objective of the role is to increase client retention, raise client satisfaction levels and promote partnership growth.

*
ESSENTIAL FUNCTIONS: *include the following, Other duties may be assigned.

• Develop a regular cadence to reach out to and connect with clients (combination of email/phone/face-to-face) to gather feedback on our services, including:
• Relationship Interviews (Client Value Assurance Process) with key clients
• Service Agreements & Work Orders (at specified intervals)
• Solutions Projects (in progress & at completion of work)
• Other situations as identified

• Work with Gardiner business leaders to develop criteria and process for client feedback and follow up process above
• Serve as a central clearing house for client issues with the ability to work with the leadership team to provide resources, solve issues and deliver results for clients with issues
• Document and update all collected feedback using CRM as well as communicate feedback to appropriate team members
• Elevate any constructive feedback or action items requiring our attention by assigning to the appropriate managers
• Monitor case and action item progress by following up with managers as well as team members to ensure we are providing closure to client concerns and requests
• Determine when follow ups are necessary to understand whether clients are recognizing improvement in our services or if further action is required
• Recognize and monitor customer service issue trends and themes to highlight overarching problem areas
• Assist in pursing and conducting feedback closure meetings with any clients that choose to cancel their contract as needed
• Recognize those that have been acknowledged by clients for providing excellent service and exhibit The Gardiner Way client service standards
• Identify and communicate trends and common themes in client feedback that may be important for business planning purposes (key initiatives, product offerings, areas of operational focus, etc)
• Establish the necessary client understanding to be successful in the role (validate points of contact, understand client organizational structure, understand current partnership dynamics as well as any recent noteworthy services we have provided from account team members)
• Work with Marketing to maintain Net Promoter Score (NPS) and Client Effort Score (CES) cadence and personally monitor and follow up on low scores for context and action items

*
Benefits:*

• Excellent benefit package including medical, dental, vision and prescription
• Top-notch 401k with company match
• 9 paid holidays
• 16 paid vacation days annually
• Gym reimbursement program
• And more…

*
EDUCATION and/or EXPERIENCE:*

• Work experience of 10 years as a Customer Success Manager or similar role
• Proficient in Microsoft Office required
• Valid drivers license

COMPETENCIES:

• Experience working with brand image and promoting value through customer experience
• Exceptional, proven, ability to communicate and foster positive business relationships
• Accountability and personal organization are essential

*
PHYSICAL REQUIREMENTS:* While performing the duties of this job, this Associate is required to sit for prolonged periods of time while working on a computer. This Associate is regularly required to stand, walk, and reach. This Associate will frequently need to travel to client and job locations. This Associate is required to communicate with internal and external clients and must be able to exchange accurate information in these situations.
GARDINER is committed to ensuring that our application process is accessible to all visitors. If you are unable to apply using the website, please contact our HR department for assistance.
GARDINER is focused on the safety and well-being of our Associates and Clients and is a Drug Free Work Place Employer.
Equal Opportunity Employer - M/F/Disabled/Vet

Job Type: Full-time

www.colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, www.colinoncars.com is the ideal place to find your next job.