Career Opportunities

Special Projects Manager - Client Success

The Manager – Special Projects Client Services supports the management of a group of CSRs responsible for the servicing and maintenance of existing client relationships, as well as an administrative group handling non-client inquiries and new client onboarding. Aligned with departmental and strategic objectives, supervises, plans, organizes and coordinates the activities and operations of the Client Services Department; partners with the Director – Client Services and peer managers in implementing plans and strategies that support the goals and objectives of the Company; and develops and standardizes processes and procedures.

Primary Responsibilities

  1. Organizes, leads, and helps execute department and company projects.
  2. Is a problem solver. Conducts the necessary research and makes recommendations to the director of the department to increase process and efficiencies.
  3. Builds and maintains special projects boards from beginning to execution.
  4. Ensures the scope of special projects fit the budget and the staff complete each phase of the project within the schedule timeline.
  5. Monitors programs and procedures to ensure on-time delivery, customer satisfaction and the effective and efficient operation of the department.
  6. Establishes performance standards to meet service goals of the company.
  7. Assists Customer Service Representatives in troubleshooting Coaching requirements that require special handling; acts as a resource in resolving customer issues.
  8. Responds to client inquiries and problem solves in a professional and effective fashion.
  9. Provides feedback to Coaching Services regarding Coach performance.

Supervisory Responsibilities

Regularly leads and directs employees in the Client Services departments.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Education and/or Experience

Bachelor’s degree or equivalent experience

Plus three to five years’ customer service supervisory experience with a demonstrated record of high performance for team development, special projects and goal achievement

Other Skills and Abilities

  • Must be able to manage, organize and update relevant data using CRM software system (Salesforce)
  • Strong process knowledge and strong skills in negotiating and selling
  • Experience managing people in a rapidly expanding, fast-paced, results driven environment
  • Experience collaborating with technical groups to resolve customer issues in a timely manner
  • Communicate and engage employees and peers to create a great place to work
  • Build and maintain Asana project boards to project completion
  • Must possess excellent leadership and organizational skills with several years of experience

Please review all position details before applying to TomFerry.

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