WWHS Client Success Manager

Overview

The CSM will be responsible for delivering outstanding Client support and be the Voiceof the Customer to internal stakeholders. In the role, the CSM will routinelycommunicate with clients to inquiries, candidate updates, data analysis, reporting, andoverall operations support of the international recruitment and candidate placementprocess for Clients in their assigned territory. This work will include interdepartmentalcoordination and communication, completion of requested Client reports, managing andscheduling meetings, document collection, and other various client supportrequirements. The CSM will report directly to the Regional Account Manager (RAM), butalso part of a broader team of CSMs/RAMs that support the national Client footprint. TheCSM will also be called upon to own the Client relationships for smaller-to-mediumaccounts including the onboarding of new business, routine client communications,procurement of reorders, and sales expansion opportunities.

This position offers great growth opportunities to manage larger accounts or career pathadvancement in Sales, Business Development, or Operations based on performanceand/or experience.

*This position is an on-site role in our Charlotte, NC office.

Responsibilities

Deliver Outstanding Client Support• Provide excellent Client support and be the Voice of the Customer to internalstakeholders.• Support all client relationships with RAM and participate regularly in client meetings.• Manage and instill confidence in key client partnerships through effectivecommunication and issue resolution.• Support collection of required documentation with clients for onboarding, legal andrecruitment efforts of new and current clients.• Show excellent proficiency in the both ATS for reporting and analytics using Excel.• Continuous updating of ATS system and resources.• Generating monthly client reports developed/ sent per regular cadence.• Create new reporting that drives Client Success and Regional Growth.• Troubleshoot client issues, analyze data, and provide quick resolution.• Assist with quality assurance, audit of ATS/client reports, identify projectimprovement ideas, and lead projects that deliver value internally or externally.

Growth and Leadership• Be the primary face of the WWHS team to the Client and that owns the relationshipfrom onboarding, recruitment, immigration, to arrival for small to medium Clients.• Lead weekly/monthly client calls in the territory in conjunction with or as requiredby the RAM or their other CSM teammates.• Assist with strategy to improve key relationships and processes for clients.• Supports RAM at the most strategic clients in their territory including participatingor presenting in Client engagement meeting or regular Staff meetings.• Grow knowledge and develop sales skills in order to present value propositions thatdrive growth through reorders or portfolio expansion at core client relationships.

Project Management• Troubleshoot client related issues, resolving either individually or collectively withthe departmental teams.• Identify and Lead various project management tasks• Keep RAM informed about progress in various areas that impact the territory.• Functions as a liaison between Client and all departmental areas for small/mediumaccounts.• Performs other duties as may be assigned.• Be a team player who can wear different hats representing the variousdepartmental functions in order to serve the customer better• Take ownership of assigned tasks, drives actions, and timeline

Qualifications

•2+ years of combined experience of managing client relationships, customer service, orrelated experience.• Bachelor’s degree in business, marketing, or other related discipline.• Excellent interpersonal and communication skills• Excellent time management skills; organized and able to prioritize• Motivated to take on additional workload volume and take on larger accounts withperformance/experience.• Ability to work independently and self-motivate• Ability to multitask, work in a fast-paced environment• Working knowledge of applicant tracking software programs• Excellent Proficiency in Excel, Power point, Word, and• Knowledge of Google workspace

Pay Range