Client Success Manager

Job Title: Operations Manager

Location: Onsite

Company: DRT

About Us:

DRT has an unrelenting desire to uplift our clients and deliver excellent customer experiences. Trusted by business owners across the US and Canada, we automate and grow businesses with innovative technology tailored to our clients' needs. Our support helps automate events, increase revenue, and nurture patron relationships. We partner with our clients to create services that tell their stories and speak to their brand, audience, and initiatives.

We are service-obsessed; doing right by the client is our MISSION!

Clients appreciate our boutique services and flexibility.

Client success is DRT success!

Position Overview:

We seek an energetic and motivated Operations Manager to continue DRT's growth from the inside out. This role requires a proactive, forward-thinking individual who will drive results through elevated customer experience and high energy. Reporting to the Director of Business Operations and working closely with two business owners, you will manage the Client Support side of the business and oversee the Production Team.

What We Offer:

- An actual seat at the table with the opportunity to build and improve our processes.

- The chance to be crucial to company growth and take on new initiatives from scratch.

- A diverse and collaborative team environment where your voice is heard.

- The ability to work on creative and fun projects.

- Competitive salary, PTO, medical, dental, vision, life insurance, LTD, STD, 401k, and more (90-day probationary period).

Responsibilities:

Team Leadership and Development:

- Ease in having difficult conversations and upholding DRT policies and procedures.

- Develop and cultivate client support and production teams.

- Recruit, train, and onboard new team members with a client-centric focus.

- Foster a positive, motivating work environment promoting teamwork and collaboration.

- Conduct performance evaluations, provide feedback, and identify development opportunities.

- Implement coaching and training programs to enhance team skills and knowledge.

Client Support Excellence:

- Ensure all client interactions are handled promptly and professionally.

- Address escalated client issues and complaints, seeking timely resolutions.

- Maintain a deep understanding of our products and services to provide accurate client information.

- Collaborate with cross-functional teams to resolve complex inquiries and ensure seamless service delivery.

Operational Efficiency:

- Develop and execute business strategies for exceptional service using best-in-class technologies and practices.

- Leverage key success metrics to drive client satisfaction and operational efficiency.

- Enhance workflows to enable a customer-centric business approach.

- Partner with department managers to maintain efficient operations and consistent brand experiences.

Reporting and Analysis:

- Prepare reports on performance, including KPIs, trends, and areas for improvement.

- Conduct data analysis to identify opportunities for optimizing operations and enhancing client satisfaction.

- Provide insights and recommendations to senior management based on data analysis.

Skills and Abilities:

- Excellent English communication skills, both written and verbal.

- Proficiency in B2B sales technology solutions via various communication methods.

- Self-starter with a healthy obsession for success and a competitive, results-driven nature.

- Dependable, trustworthy, outgoing, energetic, confident, and goal-oriented.

- Agile learner with the ability to be coached and adaptable to changes.

- Knowledge of boutique business models and technology solutions for personalized customer experiences.

- Full-time availability with flexibility for busy seasons.

- Proficiency with MS Office, Google, and collaboration tools like Monday.com and Slack.

- Experience with CRM systems, excellent organizational skills, and an eye for detail.

Ideal Candidate:

The ideal candidate will be enthusiastic, passionate, diligent, eager, focused, and industrious. You should bring energy and enthusiasm to your role daily, be happy to learn new things, and have a strong work ethic with the ambition necessary to succeed.

How to Apply:

We want to hear from you if you are passionate, motivated, and ready to take on a challenging and rewarding role! Join us at DRT and be a part of a dynamic team dedicated to client success and operational excellence.

Join DRT and make a real impact on our clients and our company's future! EEO employer.

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• Monday to Friday
• Weekends as needed

Supplemental pay types:

• Bonus opportunities

Travel requirement:

• No travel

Experience:

• Management: 5 years (Required)

Ability to Commute:

• Evans, GA 30809 (Required)

Ability to Relocate:

• Evans, GA 30809: Relocate before starting work (Preferred)

Work Location: In person

Salary : $65,000 - $75,000