Client Success Supervisor (Remote)

The Client Success Supervisor is responsible for developing and managing business relationships with Multifamily Utility Company clients resulting in long-term client retention. Internal champion between clients and internal teams, ensuring the delivery of timely and effective solutions according to customer needs and improving the entire client experience. Train and supervise members of the Client Success Team to exemplify the core objectives and values of Multifamily Utility Company.

Operational Responsibilities

• Provide an excellent service experience for existing and newly acquired clients.
• Ensure accuracy of cancellation and final bill fee calculations.
• Establish metrics that will provide insight into productivity of team to include client retention, MUC initiated touchpoint with client, client originated touchpoint with MUC, on-time delivery of monthly reports, monthly intentional calls.
• Develop and manage monthly intentional calls with clients to review reports and month-over-month billing and recovery.
• Establish departmental goals. Plan and work with team members to meet these goals.
• Raise awareness of department team members related to the wants and needs of clients.
• Develop Client Business Reviews | Manage bi-annual reviews with clients.
• Serve as liaison between departments for issues or matters of importance.
• Lead weekly team meetings with Client Success Specialists.
• Manage distribution of monthly reporting to clients.
• Operate as the lead point of contact for all assigned accounts.
• Senior level contact for all client account issue escalations.
• Track and manage accuracy of new owner and renewal contracts and/or related changes.
• Senior level contact for all escalated in-house matters involving client success.
• Maintain a high percentage of customer contract renewals.
• Work in collaboration with other departments daily to help strategically line with customer needs.

Supervisory Responsibilities

• Collections
• Creation and/or collaboration of Standard Operating Procedures
• Assign, supervise, lead, coach and direct the work of others.
• Involvement in hiring process of new team members.
• Recommend and implement employee discipline.
• Onboarding, training, and development of new employees.
• Accounts Receivables
• Conduct monthly 1:1 with each team member.
• Responsible for employee performance evaluations.
• Quarterly internal and external reviews
• Supervision of all client success projects internally and externally including but not limited to

Competencies/Skills

• Ability to respond to a high volume of emails daily.
• Effective planner.
• Understands business implications of decisions.
• Excellent listening, verbal, and written skills.
• Manage employee performance.
• Quickly and effectively solve customer issues.
• Successfully manage company and departmental change.
• Develop competencies of team members.
• Ability to foster teamwork.
• Excellent interpersonal skills.
• Ability to communicate efficiently and effectively.
• High volume of quality work output daily.