Senior Customer Service Manager

You:

• Have ideas about how to expand customer base, increase efficiency and deliver a world-class customer experience that drives company growth
• Enjoy managing, mentoring, working hands on and encouraging a small team
• Are technology focused, want to be a part of a team with cutting-edge resources where you can leverage technology to make big impact
• Enjoy deepening relationships with customers and strategic partners
• Are excited to work with an entrepreneurial company with a proven track record of performance where you can collaborate and bring your ideas

Bring your project management, strategic mind, and passion for hands on management to our team as our Senior Customer Service Manager.

Senior Customer Service Manager - Your Job Duties:

You will oversee and manage the customer acquisition and ongoing Customer Service process, working in tandem with the senior leadership team, providing both strategic insights and performing hands on duties.

• Responsibility and ownership for the proposal process – identifying new RFPs, reviewing and evaluating RFPs for bid consideration, writing portions of the proposal, creating templates specifically that cater to healthcare, government agencies and local municipalities
• Oversee the Customer Service and proposal team (currently a team of 3 with plans to continue to grow), coordinating, reviewing and overseeing proposal submissions, outbound marketing and Customer Service retention activities
• Oversee the CRM platform, managing data integrity, dashboard reporting, and vendor engagement, as well as leading efforts for new technology enhancements and optimizing tools for platform performance.
• Lead the Customer Service Relationship (CSR) Management and External Marketing functions, focusing on enhancing brand awareness and driving social media engagement.
• Develop and execute plans for expanding strategic partnerships and customers that drive new business opportunities
• Implement creative sales strategies through customer needs analyses, surveys, proposals, presentations
• Strengthen and maintain existing customer relationships - Your mission is strong customer retention, maintain and expand current customer base
• Metrics and monitoring – Monitor ratios including proposal close ratio, timelines to completion and other relevant sales metrics in support of strategic plan
• Work in tandem with finance, human resources, marketing, business development and consulting team to ensure client needs are fulfilled effectively and sales and marketing initiatives are developed, refined and executed upon

Senior Customer Service Manager– You Are:

• Someone who enjoys leading a team
• Experienced in working in a consulting environment
• A very strong writer – you enjoy compiling proposal packages and reviewing detailed work
• A bringer of ideas – you evaluate current processes and identify opportunities for expansion and improvement
• Excellent at cultivating lasting relationships through communication, building trust and your organized check in and follow up process
• Proficient in MS Office, with working knowledge of CRM platforms (e.g., Salesforce, MS Client Relationship Management Dynamics)
• Are able to attend meeting in Sacramento regularly (you will work from your home office and attend meetings in Sacramento regularly)

Senior Customer Service Manager– You Might Have

• Prior experience leading a program in the healthcare industry
• Prior experience with grant writing, proposal writing, large contracts and RFPs
• Proven expertise in implementing technological advancements, including proficient use of various CRM platforms such as Microsoft 365 Dynamics, Salesforce, Oracle, and/or HubSpot.
• Experience related to to SDLC or PDLC (sales delivery life cycle or product delivery life cycle)
• Exposure to SDLC or PDLC (sales delivery life cycle or product delivery life cycle)
• PMP certification, LEAN Six Sigma certification

Compensation $80,000 to $95,000 per year, flexibility based on experience (so let's chat either way!)

You will be provided with complete home office set up and technology stipend, comprehensive benefits package including medical, dental and vision insurance, supplemental insurance options, 401k with VERY generous company match, paid time off and paid holidays.

You will work remotely from your home office in California and travel to meetings in the Sacramento area fairly frequently.