Package Design Manager jobs in the United States

Position Summary

This position is responsible for providing personalized service for assigned Package

Concierge® “Clients”. Clients include owners, property managers, retailers, libraries, corporate offices or other organizations responsible for overseeing the administration and operation of the Package Concierge® system installed at the property. Clients are the owner/managers of the system. Their customers/residents are the end-users of the Package Concierge® system. Package Concierge® also has partners that service their own customers and they are Clients of Customer Success as well.

The Client Service Manager (CSM) is assigned to the Client company after the system is installed and “live”. The CSM is introduced as the single point-of-contact (POC) for the Client and is expected to be able to handle any type of inquiry or request from the Client related to how the system operates and also to resolve any system-related issue that may arise. In the event an issue has to escalate to a higher technical level, the CSM is expected to follow the matter through to resolution – maintaining that single POC relationship.

In some cases, the CSM is also involved in the “onboarding” process and conducts all aspects of training Client staff in the administration of the Package Concierge system. This is an ideal role for a person who is customer focused, proficient in communicating in writing and verbally, with impeccable follow-up to close matters requiring multiple steps. The person in this position should enjoy collaborating and problem solving, helping others learn and motivated to provide excellent service for our customers.

The Client Service Team is comprised of employees working remotely from home offices and with a Client base across the country. While a key to a CSM being successful is the ability to work independently in a remote environment, it is important to also like working with a team and collaborating with others across the organization including Customer Support, Tech Service, Sales and others in the PC Operations group.

Responsibilities:

• Primary point-of-contact (POC) for designated Client Companies and their staff
• Develop deep understanding of how the Package Concierge system works
• Capable of administering all aspects of PC Management System for assigned Clients
• Train Client staff members involved in administering Package Concierge system as necessary in addition to promoting ongoing training opportunities
• Remotely troubleshoot system-related issues using technology tools provided
• Coach staff through troubleshooting processes requiring on-site intervention
• Complete troubleshooting processes as defined and escalate when appropriate
• Work with PC Tech Services and others as necessary to address and resolve
• Follow-up with Clients and initiate actions as necessary to resolve issues
• Complete special Client Service projects as assigned
• Provide coverage for other CSMs as necessary to provide continuity of service

Competencies

• Resourceful, proactive and collaborative problem solver
• Ability to work remotely with people, data, and systems effectively
• Resilient and able to work calmly under pressure
• Skilled at managing interactions with upset customers to a successful resolution
• Excellent organizational, analytical and people skills
• Strong communication skills – speaking and writing clearly and informatively
• Dependable and responsive to customers and colleagues
• Ability to work positively with colleagues and customers to effectively solve problems
• Proactive, self-directed and able to work independently to complete role requirements

Candidate Requirements/Specifications:

• Post-Secondary educational degree or certificate desirable
• Experience in a customer service or technical service role
• Experience working with enterprise business systems such as Salesforce a plus

Physical Requirements: Typical computer station work with prolonged sitting/screen time

Work Environment: Remote/Home Office Environment

Base Salary: $56,500 to $60,000 annually

Travel: Periodic customer site visits may be necessary

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)