Client Success Manager

BCforward; Indianapolis (IN); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid holidays

401(k) retirement plan

Job summary

A leading staffing firm in Indianapolis is looking for a Client Success Manager to enhance client relationships and oversee service delivery. The ideal candidate has over 5 years of experience in customer service with leadership skills and strong communication. Benefits include medical and dental insurance, paid holidays, and a 401(k) plan. This position is full-time and on-site.

Qualifications

• 5+ years leading Services Delivery or business to business customer service.
• Strong verbal and written communication skills.
• Experience with measuring service outcomes.

Responsibilities

• Assign and balance workload for efficiency.
• Provide coaching and feedback to enhance performance.
• Lead daily status meetings and track service activities.
• Manage escalation framework for client relationships.
• Deliver status reports and monitor team KPIs.

Skills

Leadership

Communication skills

Process improvement

Client relationship management

Job description

Overview

BCforward is seeking a highly motivated Payforward Client Success Manager to support our business in Indianapolis, IN.

Position Title: Client Success Manager

Location: On-site in Indianapolis, IN

Employment type: full-time

Work Requirement: W2, sponsorship cannot be provided for this role

Pay range: $70,000 annually + bonuses

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job responsibilities

• Assign and balance workload to ensure efficiency and avoid bottlenecks.
• Provide regular coaching and feedback to ensure high performance and professional development.
• Facilitate successful setup and/or enhancement of the end-to-end cross-functional processes to support program design, standardizing where possible while customizing for client needs as required.
• Lead daily status meetings, ensuring all service activities and outcomes are tracked, monitored and updated for accurate status reporting to the client program leaders and stakeholders.
• Arrange and manage back-up support for program activities including during holidays or other planned OOO dates across the delivery team.
• Ensure accurate and timely onboarding of personnel in line with client and internal SLAs.
• Manage an escalation framework to support client relationships in partnership with associated team members and leadership for each account.
• Monitor and track client-facing communication for program delivery.
• Lead cross-functional leadership review and analysis of client feedback.
• Deliver status reports to clients daily/weekly/quarterly, including data reporting for any service levels or performance scorecards.
• Reviews/audits status inputs to confirm accuracy, identifying trends and root causes for any gaps or issues.
• Creates and/or delivers training specific to the use of tools and processes required to support program delivery.
• Monitor team KPIs, fostering accountability and ownership over program-specific outcomes.

Qualifications

• 5+ years leading Services Delivery or business to business customer service with a human resources component.
• 3+ years delivering services with measures captured and communicated to track and manage progress to plan and associated qualitative targets (client facing and internal).
• Strong written and verbal communication skills with proven history of maintaining client and candidate relationships.
• Demonstrated experience driving process definition, drawing, requirements definition and implementing improvements.
• Prior experience with measuring service outcomes and growth measures.

Benefits and compensation notes

We offer a comprehensive benefits package that includes medical, dental, and vision insurance to support employees' health and well-being. In addition, employees have paid holidays, paid time off (if eligible) and access to a 401(k)-retirement plan.

About BCforward

BCforward began as an IT business solution and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full-service personnel solution’s organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions over the years of catering to our customers’ specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

Website: www.BCforward.com

EEO and application information

We must inform you that during the hiring process, we may ask for you to disclose and provide us with various categories of your personal information, including identifiers such as your name and address, professional information, education information, and other related information. We will only use this information to facilitate and complete the recruiting process. This posting is not an offer of employment. All applicants must be authorized to work in the United States and willing to cooperate with a background check and drug screen, to the extent permitted by federal and local laws. The submission of intentionally false or fraudulent information shall render the applicant ineligible for the position. BCforward is an equal opportunity employer. Any subsequent offer of employment shall be considered employment at will regardless of the anticipated duration.