What are the responsibilities and job description for the Customer Support Manager position at Banyan Technology?
Job Title : Client Solutions (Support) Manager
Location : Westlake, OH
About Banyan :
Banyan Technology is the leading provider of over-the-road (OTR) shipping software, delivering end-to-end freight management solutions. Our patented LIVE Connect® platform serves as our clients' primary transportation management system (TMS) or API-driven data connectivity that supports their existing systems. Banyan has been recognized as a Top 100 Freight Tech provider by FreightWaves, an Inbound Logistics’ Top 100 Technology Provider, a consistent High Performer on the G2 TMS grid, and a Top Workplace by the Cleveland Plain Dealer.
Job Summary :
Banyan Technology seeks a dynamic and results-oriented Client Solutions Manager to lead and mentor a high-performing team of Customer Solutions Representatives. In this role, you will be responsible for driving client satisfaction, ensuring the successful delivery of tailored solutions, and fostering strong client relationships. You will play a critical role in aligning team efforts with client success objectives and supporting the growth of our client base through exceptional service and support.
Key Responsibilities :
- Team Leadership & Development :
- Lead, mentor, and develop a high-performing team of Customer Solutions Representatives.
- Set clear performance expectations, goals, and key performance indicators (KPIs) for the team, ensuring alignment with departmental and organizational objectives.
- Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to foster professional development and team cohesion.
- Provide timely feedback and support to team members to overcome challenges and enhance their skills.
- Client Success & Relationship Management :
- Act as the primary point of contact for key clients, ensuring high levels of satisfaction, retention, and engagement.
- Oversee the work of the Customer Solutions Representatives, ensuring they are meeting client needs and responding promptly to inquiries.
- Assist with escalated client issues and ensure resolution in a timely and professional manner.
- Proactively identify and address client challenges, providing tailored solutions and fostering strong client partnerships.
- Collaborate effectively with internal teams (Implementation, Product, Operations, Sales) to ensure smooth solution delivery and client onboarding.
- Performance Monitoring & Improvement :
- Monitor key client success metrics (e.g., customer satisfaction scores, solution adoption rates, client retention) to ensure the team is meeting or exceeding performance goals.
- Analyze client feedback and identify areas for improvement in service delivery and product offerings.
- Drive process improvements to enhance efficiency, team performance, and the overall client experience.
- Escalation Management :
- Serve as the escalation point for complex or high-priority client concerns, ensuring swift and effective resolution.
Experience :
Skills :
Working at Banyan Technology :
At Banyan, we're not just colleagues; we're a team. We celebrate successes together, support each other through challenges, and always strive to be better. We value Ingenious solutions, a Tenacious pursuit of excellence, a Client-Centric approach, and Transparent communication. Come advance your career with us, and you'll be part of a team that's passionate about making a difference.
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