Client Care Manager

Client Care Manager Elgin, IL Job Details 13 hours ago Qualifications Performance dashboard reports Revenue growth Employee onboarding Pricing Sales revenue Forecasting Power BI Data visualization software proficiency Sales reporting Operations management Mid-level Administrative experience Salesforce Cloud Team management Staff training Sales management systems proficiency Organizational skills Business planning Marketing analytics CRM system proficiency Data analytics tools Cross-functional collaboration Onboarding process management Delegation Cross-functional communication Campaign performance reporting Customer complaint resolution Client interaction via phone calls

Full Job Description Description:

Job purpose Drive customer satisfaction and operational sales excellence for Nobelus by enabling revenue growth and increasing sales productivity through effective methodologies, efficient processes, value-added information, and sales tools. Lead the Client Care function by supervising the Client Care Team (currently four Relationship Managers), supporting at least one Account Representative, and completing day-to-day administrative and operational tasks. Duties and responsibilities Supervise the Client Care Relationship Manager team; delegate work and hold team members accountable for responsibilities, duties, and assigned tasks. Manage day-to-day Client Care operations in collaboration with team members. Lead regular Client Care meetings to review initiatives, surface issues, and agree on solutions. Support the Chief Revenue Officer (CRO) and Client Care with internal communication, special projects, and report due dates. Create and maintain Client Care department policies and procedures. Serve as Relationship Manager for at least one Field Sales Representative assignment. Assist the CRO with sales and product training meetings by arranging schedules, building agendas, and ensuring presenters and participants are prepared. Collaborate with internal departments to update and implement improvements to sales reports. Manage the annual sales quota assignment process, account assignments/changes, and other sales business planning activities. Administer sales operations processes including price exceptions, account assignment, sales quota administration, and sales compensation processes. Develop and maintain sales forecasting models and supporting data in partnership with Sales and Client Care. Monitor and report on customer experience metrics, including Net Promoter Score (NPS), customer complaints, and resolutions. Provide pricing and margin feedback and recommendations to the CRO to support sales performance and profitability. Oversee the format for regular customer business reviews and engage Client Care and Sales Representatives in execution. Support onboarding and ongoing training for new Client Care and Sales Representatives. Leverage Salesforce.com and Power BI data for measurement, tracking, and analytics relevant to sales performance. Partner with Marketing and Sales Development to support lead qualification processes and to analyze/report campaign performance using dashboards and reporting. Facilitate cross-department communication related to sales activities and customer requests. Support inbound customer communication by responding to telephone calls and emails in coordination with Client Care and cross-functional teams.

Requirements:

Knowledge, Skills & Abilities Demonstrated ability to lead and supervise a customer-facing team and drive operational excellence. Strong organizational skills to manage multiple projects, reports, and deadlines. Analytical capability to interpret performance and customer experience metrics (e.g., NPS, complaint trends). Experience using CRM and reporting/BI tools, including Salesforce.com and Power BI. Ability to collaborate cross-functionally with Sales, Marketing, Sales Development, and other internal departments.