What are the responsibilities and job description for the Client Support Manager position at Blackbird Recruiting?
Client Support Manager
Suffern, NY / Hybrid
90,000 - $100,000
Our client is a fast-growing provider of innovative Human Capital Management (HCM) solutions that empower organizations to optimize their workforce operations. Their platform covers payroll, HR, time and attendance, benefits, and scheduling, supporting clients in delivering value to their teams with seamless and efficient systems.
Responsibilities :
Client Support Ownership
Take full responsibility for the quality and effectiveness of the client support experience, driving toward consistently high levels of client satisfaction.
Actively pursue improvements that impact the team's ability to provide unmatched client support, whether related to resources, tools, processes, or cross-departmental coordination.
Operational Excellence
Develop and enforce support workflows, service protocols, and standard operating procedures (SOPs) that align with standards of client support excellence.
Track and analyze support metrics (response time, resolution time, client satisfaction, ticket volume, etc.) and make data-driven decisions to enhance efficiency and service quality.
Ensure adequate staffing and training to meet demand, proactively identifying & addressing gaps.
Client Satisfaction & Proactive Improvement
Monitor and act on client satisfaction metrics, feedback, and support trends, using insights to drive process changes and improve service delivery.
Regularly gather and analyze client feedback, identifying patterns that inform proactive improvements and helping the support team anticipate client needs.
Work with cross-functional teams, such as Product, Development, and Client Success, to address recurring client issues, align on product improvements, and roll out updates effectively.
Strategic Cross-Functional Collaboration
Act as the client support representative in strategic discussions with Product, Development, and Operations, advocating for support team needs that enable them to meet high standards.
Work with the Client Success team to monitor and enhance the client experience, ensuring alignment with the broader company mission and client expectations.
Proactively communicate product changes, client concerns, and critical insights across departments to ensure an aligned, consistent approach to client support.
Qualifications :
Experience : 4-6 years in client support or customer service management roles, preferably within HCM software environments.
Accountability & Leadership : Proven record of taking ownership of outcomes and leading teams to achieve high standards of client satisfaction, including hiring, team development, and performance management.
Client-Centric Mindset : A strong commitment to understanding and exceeding client needs, with the ability to drive solutions that enhance the overall client experience.
Technical Proficiency : Knowledge of HCM, HRIS, or similar software systems; experience using support platforms (e.g., Zendesk, HubSpot, or Front) and data analytics tools.
Analytical & Strategic Thinking : Skilled in interpreting support metrics to inform data-driven decisions that improve processes, address client pain points, and anticipate future needs.
Cross-Functional Communication : Excellent written and verbal communication skills, with experience in liaising across departments to advocate for support team needs and improvements.
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