Client Services Supervisor

Description

Summary: The Client Services Supervisor is responsible for leading the configuration and launch of SaaS tools for their own clients and their respective team. This individual manages the overall performance of team members and processes to achieve on-time delivery and customer satisfaction. Focusing on back-office system configuration, client user management, software training, and advising on best practices for deployment and adoption, the Client Services Supervisor continuously works to improve current processes and team knowledge by frequently coaching on customer satisfaction, timely delivery, and effective training.

Duties / Responsibilities:

• Supervise a team responsible for customer onboarding, software configuration, training, project management and other services needed to bring a client ‘live’.
• Build a strong customer onboarding strategy to ensure milestones are identified and met.
• Maintain a deep level of understanding and be able to effectively communicate the various Navigate360 SaaS solutions’ values and functionalities.
• Understand education terminology and the needs/requirements of school administrations and law requirements for school safety management.
• Monitor service KPIs performance and prepare summary reporting to management.
• Review activity reports and other performance data sources to measure productivity, goal achievement to identify areas for improvement.
• Ensure both individual and team member reporting is accurate.
• Provide Department Leader with summary reports of team progress, milestone achievement and opportunities for improvement.
• Support Sales & Service organization in product demonstrations for enterprise level clients and oversee the assignment of product demonstration assignment to your respective team.
• Providing leadership, motivation, direction, and support to the team.
• Manage client concerns and escalations as needed, report exceptions to Department Leader.
• Inspect and coach the quality of training, provide recommendations for improvement and lead those improvements.
• Coordinate and manage the onboarding configuration and technology integration timeline with customer.
• Conduct effective and engaging training across multiple formats (live to many, virtual live to many, recorded, individual, and needs-based sessions).
• Exercise independent discretion to drive customer participation in setting up and training aspects of onboarding.
• Effectively adhere to implementation timeline with the customer.
• Execute detailed configuration procedures and confirm functional.
• Create/design training webinar content.
• Effectively adhere to implementation timeline with the customer and oversee this with team members.
• Maintain clear customer records for onboarding progress within the designated tool.
• Maintain competitive understanding of Navigate360’s primary competitors.
• Ensure a timely response to customer requests.
• Coordinate and collaborate with other functions as needed, including customer marketing, IT, sales, customer success, tech support, customer service, Logistics, pro-services, and product development.
• Other duties as assigned.

Qualifications

Required Qualifications:

• Bachelor’s Degree in Business; or equivalent combination of advanced education and 3+ years of relevant experience
• Passion for ensuring the physical safety of students, faculty, and staff.
• Excellent analytical skills, problem-solving skills, and attention to detail.
• Excellent verbal and written (email) communications skills.
• Dynamic communication presence.
• Experience documenting processes and creating customer-facing reference materials.
• 1-2 years of experience leveraging CRM platform to maintain company data and business processes. (Salesforce, Salesforce Lightening)
• Highly competent in PC/Mac operating systems and Microsoft Office365 Applications
• Ability to manage multiple time-sensitive projects and priorities and meet established deadlines.
• Ability to work and communicate with various/complex stakeholder groups & functions, & various levels of management

Preferred Qualifications:

• 5+ Years of Customer Service and/or Project Management experience
• Experience in Emergency Management, Behavioral Threat or Secondary Education
• 2+ years of customer software training or support over the phone
• Experience with Student Information System integrations (Clever, ClassLink, PowerSchool)
• Highly competent in Salesforce Lightening
• Bilingual English/Spanish

Normal Working Hours and Conditions:  Core business hours are generally 8:00 am – 5:00 pm.  However, this position will require work to be performed outside of normal business hours based on Company operations. 

Physical Requirements:  Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement. 

Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.