Client Success Manager

Job Title:Client Success Manager

Role Overview:

As the Senior Manager of Client Success, you will oversee and support the Client Success team, which provides technical assistance and guidance to all internal employees who use our technology solutions. You will ensure that the team delivers high-quality service, meets the needs and expectations of our clients, and contributes to the overall success of our company.
This is based in the US as a remote position. We will only consider candidates currently in the US and are not offering relocation assistance at this time.

About The Role:

• Manage, coach, and develop a team of Client Success Specialists who provide technical support, training, and troubleshooting to internal clients across various departments and locations.
• Establish and monitor key performance indicators, service level agreements, and customer satisfaction metrics for the Client Success team.
• Identify and implement best practices, processes, and tools to improve the efficiency and effectiveness of the Client Success team.
• Collaborate with other teams, such as Product, Engineering, Sales, and Marketing, to provide feedback, insights, and recommendations on our technology solutions and client needs.
• Develop and maintain strong relationships with internal clients, stakeholders, and partners, and act as an escalation point for complex or urgent issues.
• Stay updated on the latest trends, developments, and innovations in the technology industry, and ensure that the Client Success team is equipped with the necessary skills and knowledge.

About You:

• Excellent leadership, communication, and interpersonal skills, with the ability to motivate, inspire, and empower a diverse and remote team.
• Strong customer service orientation, with the ability to understand and anticipate client needs, expectations, and challenges.
• Proactive, analytical, and problem-solving mindset, with the ability to make sound decisions and implement effective solutions.
• Adaptable, flexible, and resilient, able to thrive in a fast-paced and dynamic environment.
• Passionate, curious, and innovative, willing to learn new skills and technologies.
• At least 5 years of experience in a client success, customer service, or technical support role, preferably in the technology industry.
• At least 3 years of experience in a managerial or supervisory role, preferably leading a remote or distributed team.
• Proven experience of 5 years supporting Executives.
• Proficient in using various technology platforms, tools, and systems, such as CRM, ticketing, chat, video conferencing, and collaboration software.
• Familiar with the principles and practices of agile, lean, and continuous improvement methodologies.
• Must possess excellent written and verbal communication skills, be highly organized, self-motivated, detail-oriented, and have a highly proactive approach. 

#LI-Remote

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• 401k Retirement Plan
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support for Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

The starting pay range for this position is $135,910.00-$223,285.00. McAfee takes into consideration an individual’s skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner.

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