Client Success Manager

Company: Brinks
Location: Coppell
Posted on: October 14, 2021

Job Description:

The Brink's name is a promise to respect the trust we've earned in over 150 years in business. Every employee honors that promise by offering the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team - and stay here.

Job Title

Client Success Manager

Job Description

The Brink's name is a promise to respect the trust we've earned in over 150 years in business. Every employee honors that promise by offering the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team - and stay here.

Job Summary:

In this role, you will be reporting to Director of Client Success. The Client Success Manager will help lead the effort to better understand our customers' needs, align our technology, processes, people and culture to support them and develop effective programs to create loyalty and value. This role fills a key position in the implementation and deployment of the Customer Experience strategy to enhance internal processes and capabilities to improve all touchpoints in the customer journey and ensure the delivery of consistent, exceptional experiences for our customers.

Key Responsibilities:

• Deliver rigorous analysis of customer feedback, journeys and pain points using leading methodologies
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement to proactively intervene on the client's behalf
• In partnership with cross functional teams, lead customer insights to increase internal customer centric thinking, tell the story through VoC data analysis and reporting, conduct root-cause analysis, and recommend key opportunities for improvement
• Partner with the various business units that lead the customer journey stages to develop journey maps and understanding of the customer lifecycle, obtain commitments and build action plans for customer experience gaps or new design

• Continuously evaluate, enhance, and update data resources, systems, internal and external knowledge base platforms in collaboration with other cross-functional teams related to customer failures
• Ensure operational excellence in maintaining the Customer feedback and survey tools and process, keeping reporting tools up to date, documented and acting as the primary point of contact
• Continuously educate through customer stories, building internal empathy and understanding

• Champion opportunities to consistently Improve the Brink's customer experience and become the partner of choice in the industry
• Continually review and evolve the collection of tools and processes Brink's uses to track, oversee and organize every interaction with the customer throughout their lifecycle
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service\
• Perform other duties as assigned

Minimum Qualifications:

• Bachelor's Degree
• Minimum of 3 years in similar Customer Experience, Customer Service and/or process improvement role.
• Minimum 2 years in Microsoft Excel, PowerPoint and Word

Preferred Qualifications:

• Lean Six Sigma certification
• Experience with Project management
• Experience in Continuous Improvement methodologies
• Experience with Sales Organization is a plus
• Bachelor's degree Business Management, Organizational Development or other business-related field

Professional Skills:

• Integrity, functional strategic thinking and leading change
• Strong Consultative, analytical and problem solving skills
• Excellent interpersonal/ communication and presentation skills
• Detail oriented, strong organizational skill and ability to work independently
• Cross-functional collaboration skills
• Excellent problem-solving skills and the ability to thrive in a dynamic and passionate culture with tight deadlines and changing priorities
• Experience with Customer Service software
• Ability to manage multiple complex projects and accommodate shifting priorities
• Ability to learn quickly, work autonomously, delegate effectively, and meet deadlines
• Must be able to craft creative solutions when faced with limitations on resources.
• Strong aptitude for working with, understanding, and analyzing large volumes of data
• Exceptional organizational and time management skills, with excellent follow-up
• Strong proficiency with Microsoft Office Suite, including PowerPoint, Word and Excel

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink's U.S. We provide a competitive salary, medical, dental, vision and life insurance plans. In addition, we offer a 401(k) plan with company match. If you are interested and meet the requirements for this position, please apply.

Brink's is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information or history or any other characteristic protected by law. Brink's is also committed to providing a drug free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

About Brink's
Brink's is the global leader in security and logistics services, trusted by banks, financial institutions and businesses in both public and private sectors. We deliver the currency of the world to businesses in our communities. We do it because we're needed. We do it because we're trusted and valued. We do it because it makes us proud. Brink's Proud.

What's Next?
Thank you for considering applying for a job at Brink's U.S. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink's U.S. For more information about future career opportunities, join our talent network, Like our Facebook page or Follow us on Twitter.

Brink's is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information or history or any other characteristic protected by law. Brink's is also committed to providing a drug free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Keywords: Brinks, Dallas , Client Success Manager, Other , Coppell, Texas

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