Manager Of Client Success

At TrackFive, we’ve got big goals. We’re on a mission to revolutionize recruiting with easy-to-use tools and platforms, and we envision a future where we can fill every open job with a qualified candidate. That’s why we’re looking for pioneers—people who blaze trails and are committed to doing great work. We might be small, but we are mighty--we’ve got more than a decade of skin in the game, yet we’ve managed to maintain our start-up feel. The TrackFive culture is centered around hard work, but we believe strongly in balance and having fun—in a nutshell, we love coming to work! We value different backgrounds and perspectives, believing that together, we can use our creativity and curiosity to make amazing things happen.

If you’re ready to be a part of something exciting, TrackFive is currently searching for an accomplished and motivated Manager of Client Success.

What you'll do

The Manager of Client Success is responsible for leading a high-performing Client Success team and ensuring that the highest level of customer service is consistently provided to all TrackFive’s clients. They utilize superior interpersonal communication skills to aid in evolving client relationships and training and developing the Client Success team. The Manager of Client Success also plays a pivotal role in supporting overall company growth by collaborating with coordinating departments in order to expand upon and enhance existing products, ultimately produce additional revenue.

The life of TrackFive’s Manager of Client Success

• Maintain current functional and technical knowledge of all TrackFive products
• Own the entire Client Success experience, always striving to exceed service levels, and act as an escalation point for client issues when necessary
• Enforce day-to-day objectives in accordance with company directives
• Work closely with the sales team to ensure a smooth handoff of customers
• Stimulate revenue growth by identifying upselling or cross-selling opportunities within client base
• Develop and execute retention plans for clients
• Represent TrackFive at tradeshows, showcasing products and services to existing and potential clients and partners
• Hire, train, and guide the Client Success team to achieve account objectives by providing ongoing mentorship, monitoring performance, and providing constructive feedback
• Work closely with accounting to address billing concerns
• Advocate for clients, sharing feedback and collaborating with product & engineering to prioritize clients’ needs
• Monitor site performance, traffic, usability and standing in the search landscape

Skills necessary 

• Bachelor’s degree in business, communications, or related field or relevant work experience
• Minimum 3 years’ experience in customer service and/or account management
• Build strong relationships, and take pride in helping clients
• Demonstrate solid motivational and leadership skills
• Possess a competitive spirit and drive to crush goals as both an individual and as a team
• Passionate about learning and growing in a fast-paced environment
• Ability to manage multiple projects and/or priorities while maintaining strict attention to detail
• Strong work ethic to act with integrity, take initiative, and be a team player
• Access to our Lancaster, PA office is required a minimum of 3 days per week

Why you want to work at TrackFive

• Free health insurance for employees with no waiting period
• Dental and vision insurance (TrackFive splits the cost with you)
• Your birthday is a paid holiday!
• Commission pay 
• Company-paid short- and long-term disability insurance
• Company-paid life insurance
• Flex time
• Paid parental leave
• Company-matched retirement plan with no waiting or vesting period
• The opportunity to work-from-home a few days a week
• The ability to “shop” for other cool benefits like reimbursements for purchasing gym equipment, a discount on dependent healthcare, cash for vacation, or your favorite streaming services
• Work-from-home stipends for hybrid and remote employees
• Much. Swag.
• Cool in-office perks like free snacks, massages, yoga, and bring-your-pet-to-work days just to name a few
• The opportunity to work with a great group of people up to some very exciting things!
• The opportunity to attend our epic annual holiday party
• Central Penn Business Journal’s Best Places to work in PA in 2019 & 2022

*TrackFive is an equal opportunity employer.