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:
Competencies
Candidate Requirements/Specifications:
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)
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