Client Success Manager

Santa Rosa, CA 95403

Industry : Other (Skills) Job Number: 28282

Summary:                                                         

Under the direction of the Branch Manager the Client Success Manager (CSM) serves as the primary contact for designated accounts including house accounts and new accounts. The CSM is responsible for delivering WOW service through troubleshooting, problem solving, order fulfillment, and overall success of each client. The goal of the CSM is to build stronger relationships through securing more business in all departments, 95% fill rate with quality employees, and growing the account through daily relationship building.

Responsibilities:

  • Serve as main contact between Star Staffing and clients, ensuring top notch customer service by managing clients with strong attention to risk management and ensuring compliance standards are met
  • Ensure account goals for sales and profitability are met and exceeded by achieving quality results based on client retention, WOW testimonials, 95% fill ratio, and turnover
  • Work with internal team members to develop effective recruitment plans to fully satisfy clients’ needs
  • Monitor client accounts and initiate corrective action, plans, and maintenance, as appropriate
  • Informs leadership of critical issues/updates affecting the client relationship and partner to resolve
  • Conduct arrival calls, quality checks, and follow-up calls (onsite visits)
  • Ensure all clients’ files are up-to-date, compliant, and all activity and updates including orders are received into database
  • Assist with promotion of client loyalty programs, Star’s brand, and advertisement of positions.
  • Compiles and creates business proposals, Quarterly Business Review and other data tracking specific metrics, as well as other presentations or materials needed by the client
  • Schedule safety meetings at client sites under direction of Safety Manager and leadership and ensure safety walkthroughs have been completed for initial and quarterly inspections.
  • Submits weekly recaps to leadership regarding status of all clients
  • Additional ad hoc duties as assigned per needs of the business

Qualifications:

  • 2+ years’ experience (any combination of education, training or experience that provides the required knowledge, skills and abilities)
  • Commitment to excellence and high standards
  • Excellent written/oral communication skills
  • Amazing Customer Service and relationship building skills
  • Ability to troubleshoot and problem solve by thinking outside the box
  • Solid organizational skills
  • Possesses a sense of urgency
  • Excellent time management and ability to prioritize workflow in a fast-paced environment
  • Proficient with Microsoft Office suite
  • Familiarity with Applicant Tracking Systems (ATSs) and/or data base software
  • Prior staffing industry experience a plus (Preferred)
  • Experience with interviewing and evaluating candidates helpful
  • Ability to travel locally, clean DMV and proof of insurance required

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