Client Support Supervisor

Position Summary

Responsible for high-level relationship management and support for multiple products for assigned clients that are strategic to the enterprise. Accounts are target clients that have a major strategic impact on the long-term success of the enterprise. Overseas and leads one or more Client Support teams. Promotes a productive and positive relationship with clients and serves as an escalation point for resolving the most difficult client issues. Determines and executes the strategic direction of the Client Support team to ensure maximum client satisfaction. Make decisions regarding personnel actions and activities and has profit and loss responsibilities.

Job Responsibilities:

• Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the highest levels of service and support of Dark Matter products and services.

• Serves as the primary management contact and client liaison for production related topics, whether it is an IT solution or a business process solution and regardless of the client's geographic location. Maintains contact with clients at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise.

• Works to maintain and grow the client relationship while ensuring ongoing customer service.

• Leads teams of professional consultants Client Support teams who provide business, technical, and operational support to the strategic client. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

• Identifies areas where continuous improvement can be applied, implements the change, and measures the level of improvement.

• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.

• Acts as an escalation point for resolving the most difficult customer questions and issues.

• Ability to explain technical issues to non-technical stakeholders.

• Collaborates cross-functionally with internal teams.

• Communicates with clients, vendors, and other departments to ensure quality service, support, and client satisfaction.

• Provides coaching and mentoring to other members of Client Support.

• Responsible for tracking and reporting on client satisfaction objectives and goals (i.e., direct client feedback or feedback through surveys).

• Performs other related duties as assigned.

Competencies

• Outstanding interpersonal skills with a “Get it Done” attitude.

• Ability to work in a fast-paced, dynamic environment.

• Naturally curious and investigative.

• Effective problem-solver and solution-finder.

• Attention to detail.

Qualifications [Minimum required Education and Experience]

• Bachelor's degree or the equivalent combination of education, training, or work experience.

• Mortgage banking or Banking technology experience strongly preferred.

• Dark Matter product experience is strongly preferred.

• Proven track record in client relationship management, service delivery and/or the support of technology products and services

• Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client's business.

• Displays strong oral, written, and interpersonal communication skills.

• Exhibits a high degree of initiative and analytical skills to manage and solve complex problems with minimal impact to the enterprise and the client.

• Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management, and has a thorough internal working knowledge of the enterprise.

• Demonstrates the ability to lead by example and motivate professional level staff.

• Displays strong leadership qualities, decision making abilities, and strong business judgment.

• Experience working in a 24x7 Client Support center environment.

• Must be detail-oriented and customer-driven, focusing on providing the highest quality products and services to Dark Matter’s internal and external customers.

Exempt

The estimated base salary range for this role in the United States is $72,000.00 - $108,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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