Client Support Manager - Remote Job Prattville Alabama USA,Management

DISCOVER A CAREER WITH CU
* SOUTH

At CU
* SOUTH, we're more than just a Credit Union Service Organization (CUSO); we're a community united by a mission to strengthen and grow credit unions everywhere. Every role within our organization is backed by our steadfast philosophies - from our team who bring years of professional experience to our dynamic, customer-focused culture that's rooted in responsiveness and loyalty. Our working environment celebrates those who can pivot, innovate, and act swiftly, ensuring we remain at the forefront of the credit union industry.

Joining CU
* SOUTH isn’t merely about finding a job—it’s about discovering a purpose. Here, you’ll have the opportunity to evolve professionally and personally, backed by a supportive team that is unafraid to be progressive. Working for a CUSO, especially one as dedicated as CU
* SOUTH, offers a unique chance to serve. With us, you’re not just contributing to our growth; you’re actively playing a role in elevating the credit union community, impacting countless members and institutions alike. Become a part of our team, where service and growth go hand in hand, and craft a fulfilling career that truly makes a difference.

PURPOSE

The Client Support Manager is responsible for delivering high quality support to our clients. This includes oversight and development of the support team and client messaging. As the head of this functional area, is responsible for many touchpoints with our client base and therefore expected to command and uphold the highest levels of professionalism, empathy, and integrity with every interaction.

ESSENTIAL JOB FUNCTIONS

Manage the quality of support provided to our client base through a service-minded team, led with empathy and a desire to provide fast and accurate answers. Expected to make every interaction important and ensure the client feels they matter.

Identify and report struggling, or troubled clients based on information received through support calls and tickets as well as survey results. Report in-depth findings on these clients to Management and the Relationship Manager assigned to that client and work with the Relationship Manager on proper resolution.

Responsible for accurate quotation of billable work as well as coaching the team on how to appropriately sell products and services the client is not currently utilizing, that would benefit them. This would include utilizing training and network resources to demo these opportunities to key stakeholders within the client organization.

Establish, implement, and maintain documented client service standards and workflows to ensure client satisfaction and adherence to department SLA’s.

Assist Conversion Coordinator(s) in hand-off of newly converted clients from conversion support to ongoing client support. Properly set expectations and guide clients on proper usage and best practices for requesting support.

Develop and maintain a knowledge base for all relevant staff to reference to reduce research time for all ranges of complication in service requests. Work interdepartmentally to ensure workflows between different areas of the organization are effective and adequate for all involved.

Create and implement service metrics, monitor, and analyze results, and drive change and resolutions through designed processes. Take an active role on key strategic projects as assigned within the Departmental Business Plan.

Ensure employee development plans and performance goals are created, implemented, and reviewed. Effectively coach downline staff “in the moment” as well as on a recurring schedule to reinforce positive behaviors and course correct undesired behaviors. Responsible for corrective action plans when needed.

As the highest-level in-team escalation point for…