Client Experience Manager

At Summit, we're on the lookout for talent that doesn't just think "outside the box," but brings their own unique perspective to the table. With our relentless pursuit of excellence and curiosity, we lead innovation in our industry. We humanize technology by actively listening to our clients, crafting tailored proposals, and delivering on the promise of technology with precision and purpose.

As the Client Experience Manager at Summit, your role is all about people – ensuring our clients receive top-notch service and support from our dedicated Client teams. You’re not just overseeing daily operations; you're leading a group of individuals who are committed to going above and beyond for our clients every day. Your focus is on fostering a culture of excellence, where continuous improvement is not just a buzzword but a way of life. You’ll be the driving force behind our efforts to align our Client Experience department with Summit's broader goals and objectives, ensuring that every interaction with our clients reflects our commitment to their success.

Do:

• Lead and mentor our team of Customer Experience Managers and Technical Account Managers, guiding them in delivering exceptional service and support to our valued clients.
• Develop and implement training programs that empower our team members to continuously improve their skills and exceed customer expectations.
• Personally handle customer escalations and complex issues, demonstrating our unwavering commitment to resolving challenges and ensuring client satisfaction.
• Work closely with our cross-functional teams to brainstorm and implement strategies for enhancing the overall customer experience.

Deliver:

• Set clear expectations and goals for our Client Experience team, ensuring that they have the resources and support needed to meet and exceed client satisfaction targets.
• Communicate the vision and objectives of our Client Experience department, inspiring our team to go above and beyond in their efforts to support our clients.
• Drive initiatives aimed at improving customer satisfaction and retention rates, leveraging insights from customer feedback and performance data.
• Work closely with Delivery and Product Management teams to provide feedback on performance and Client needs.
• Develop insights and reporting on Client trends, tracking client satisfaction and engagement rates, among other important KPIs.
• Encourage and track Client growth opportunities as we continue to generate new service opportunities for Clients and grow their revenue shares with Summit.
• Cultivate strong relationships with our key clients, serving as a trusted partner and advocate for their needs within our organization.
• Foster collaboration and alignment with internal stakeholders to ensure that our customer care efforts are seamlessly integrated with our broader business strategy.

Decide:

• Make strategic decisions regarding resource allocation, staffing levels, and departmental priorities to optimize the effectiveness of our customer care operations.
• Analyze data and performance metrics to identify trends and opportunities for improvement within our customer care department, guiding strategic decision-making.
• Lead discussions and planning sessions to define the future direction of our customer care department and its role within the organization.
• Take decisive action to address customer escalations and complex issues, balancing the needs of our clients with the resources and capabilities of our team.
• Collaborate with leadership to develop and implement policies, procedures, and initiatives that drive continuous improvement in our customer care efforts.

I'm interested...is this the job for me? We are looking for:

• Minimum of 5 years of experience in customer service or customer experience management, with at least 3 years in a leadership role.
• Proven track record of successfully leading and developing high-performing teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical and decision-making abilities, with the ability to analyze data and make strategic recommendations.
• Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
• Knowledge of CRM systems and customer service best practices.

At Summit, our culture and core values are important to us. As a diverse team of passionate pathfinders, we deliver on the promise of technology. If this sparks your interest, we'd love to chat with you!

• Empower our people
• Constant elevation
• Customer first
• Focus on outcomes
• Embrace curiosity

Benefits: Summit’s total benefit package is highly competitive, designed to support your success at work, at home, and at play – and includes Flexible Time Off, 401k with an employer match, free employee collocation and cloud account, Life Insurance/Long Term Disability, Health Insurance, Vision Insurance, Dental Insurance, and a fun and casual work environment. Your recruiter will be happy to discuss all that Summit has to offer!

Salary: $105 - $125k

Summit is committed to a diverse and inclusive workplace. Summit is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. As part of this commitment, Summit will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let us know.