Client Success Conference Manager

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Broadway Support Services is looking for an experienced Client Success professional to help coach, grow and support a team of 60 to 70 team members. Partner with senior management to work through driving metrics and client experiences that tell and demonstrate our commitment to best in class service!

We’re looking for a highly motivated leader with a proven record of building and developing high performing teams! This leader will be responsible for applying skills and knowledge with a coach approach to ensure the team exceeds performance objectives, maintains a high level of client satisfaction, while maintaining processes.

Reporting to the Director of Client Success, the Client Success Conference Manager's primary role is to support, maintain and help our clients while ensuring the highest levels of customer service. The candidate must be team-oriented, customer service driven, with the ability to work under pressure with minor supervision. This is a growing fast paced environment.

Principal Duties and Responsibilities:

• →Maintain client satisfaction, ensuring clients’ needs are handled efficiently and effectively to provide a best in class experience.
• →Partner with Client Success Operations team to generate and review daily call time reports, monitor scorecard / other quality reports on a daily, weekly and monthly basis.
• →Manage day-to-day business operations including client queues and other issues related to both client contact and helping clients to succeed within our program.
• →Partner directly with leadership across the organization to resolve client concerns and provide resolution for client issues.
• →Provide weekly coaching and feedback to direct reports as well as guidance to other leaders on your team.
• →Resolve and assist with client escalations from team members and Team Leads that can not be resolved.
• →Lead training and assessment workshops to assess capabilities and to upskill talent

People management responsibilities including:

• →Oversee 3 to 6 direct reports with a team of 30-60 Client Success team members
• →Understand and enforce company and departmental compliance, guidelines, policies and procedures
• →Coach and develop managers and their teams to consistently exceed performance expectations
• →Oversee the client experience to ensure highest standards and deliver Best-In-Class client service by team members
• →Track and audit team performance with KPI data, Analytic comparisons, and SLAs
• →Provide a monthly and quarterly strategy presentation, with data to support observations, for team performance, trends, and objectives
• →Partner with L&D to implement learning solutions
• →Model professionalism, a positive culture, and best practices in all areas of leadership
• →Build and maintain effective working relationships with stakeholders at all levels of the organization.
• →Partner with HR to resolve team member concerns and performance as required

• 3+ years’ experience managing Customer Service of Financial Product/Services teams
• Results oriented, detail oriented, and process oriented with a proactive approach to driving success
• Strong leadership, analytical, documentation, and project management skills required
• Must be comfortable managing and navigating emotional and stressful situations with clients and resolve in an appropriate manner
• Bachelor’s degree or equivalent work experience
• Excellent written and oral skills
• Excellent analytical and presentation skills
• Experience implementing new strategies, support models and change management
• Ability to manage multiple initiatives at the same time in a fast-paced business environment
• Ability to multitask in a dynamic environment