Customer Operations Manager

Description
We are Indeed Flex. We Help People Get Jobs. Right now, we're hiring!
The current staffing model is broken, with low wages and limited opportunities. As flexible work continues to grow, we're taking a radically different approach: providing job seekers with control, ownership and choice, so employees can find the working patterns and scenarios to suit their lifestyles. In doing so, we aim to revolutionize the industry.
After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019 and we rebranded to Indeed Flex in 2020. With continued independence and phenomenal levels of support we've been able to accelerate our mission as we expand throughout the US as well as the UK. Fast growth creates tremendous opportunities - come and join a team of inquisitive, passionate, and driven individuals helping each other grow and building something meaningful!
About the Role
While it's operations that rule your head, it's customers that rule your heart. You are passionate about the success of your customers while looking at everything through an operational, process and data-driven lens. When it comes to managing your client accounts, you like to think of yourself as a farmer. Someone who takes great pride in nurturing and growing their book of business. You also take great pride in your team, and recognize that the key to success is providing them with top-notch sales training. You know that providing your team multiple paths to upskill is business critical, and will spend your time divided equally between nurturing your clients and nurturing your team. Lastly, while this role naturally has an operations component, you should be passionate about the customer side.
The role of the Customer Operations Manager is to manage the client relations Account Managers. Account Managers (AMs) manage existing client accounts and new business wins with a view to increasing revenue and profitability, as well as develop and own the account plan for each account. The purpose of AMs is to identify new lines of business (growth) and account manage key clients in line with agreed contracts and KPI's for any MSP, VMS or sole supply contract and to provide strategic, unbiased and objective advisory services which assist our clients in improving productivity, recruitment processes, overall performance and savings
The Customer Operations Manager will coach, mentor and manage their team leaders to ensure their account managers build meaningful relationships with their clients to ensure maximum growth, identify new lines of business and account manage all key clients in line with agreed contracts and KPI's and to support them to provide strategic, unbiased and objective advisory services which assist our clients in improving productivity, recruitment processes, overall performance making Indeed Flex their partner of choice
Requirements

• Work with the Sr. Client Relations Manager to define the strategic direction for growth, drive continuous improvement and achieve company growth targets.
• Provide leadership in the development and growth; cultivate a culture of focused hard work, collaboration, accountability, and results through robust people development and performance accountability
• Coach and mentor your teams to ensure they execute an ongoing account strategy to achieve short-term business objectives while planning for long-term growth.
• Develop and implement sales strategy across existing clients to ensure that your team identifies and optimizes a clear path to high growth
• Support your team prepare and delivering highly effective client propositions and presentations that get the client's attention and contribute to the growth
• Work with Account Managers to identify and create innovative solutions that benefit the client and contribute to the growth
• Collaborate internally in support of your team to create recruitment and onboarding campaigns, and sales processes, report on sales activities, implement new products, solve problems and improve processes
• Support your team at client meetings and presentations
• Be the point of escalation for our clients & internal stakeholders

Qualifications and Skills

• Significant experience in managing account managers or sales teams
• Have demonstrated experience driving exponential growth and revenue generation in rapid growth and lean environment.
• Not afraid of numbers, managing and presenting data
• Experience with CRMS and pipeline management, including Salesforce
• Working in the recruitment/staffing industry would be an advantage
• Knowledge or experience of the Miller Heiman Methodology is desirable

Core competencies

• Is able to price products and services to win new business and deliver a profit or grow market share as appropriate within corporate strategic guidelines.
• Has a good understanding of competitive pricing models in the marketplace
• Creates value and growth for our clients
• Proven track record in full P&L accountability.
• Building client relationships
• Understands client business strategy, drivers, and priorities - understands the client's vision, goals, strategy, drivers, plan, and priorities to enable your to support your team
• Demonstrates a deep understanding of the clients' business needs and anticipates clients' requirements beyond the current engagement to add value to their long-term business.
• Demonstrates an understanding and maps the power relationships in the client, develops and delivers action plans to actively help their team manage stakeholders to achieve account objectives.
• Managing personal impact - builds rapport and makes strong connections with individuals and groups. Identifies client's style and preferences and 'hot buttons'.
• Interpersonal Communication - presents information concisely and articulately. Listens actively and questions effectively. Accurately interprets verbal and non-verbal signals and responds accordingly. Crafts key messages and produces tailored concise and powerful written communications

Management

• Provide leadership in the development and growth; cultivate a culture of focused hard work, collaboration, accountability, and results through robust people development and performance accountability
• Assertiveness/conflict resolution - use a range of conflict resolution techniques to achieve your own goals and strengthen team relationships. Challenges others effectively.
• Adopts a facilitative style, guides dialogue to achieve shared objectives and ownership of outputs
• Manage underperformance in line with Indeed Flex performance policy
• Conduct regularly documented 1:1s and quarterly reviews with all of your team

Benefits

• $ $90,000- $120,000 base
• Performance-based bonus
• Medical, Dental, Vision, and 401K
• Access to all Company & Employee Benefits
• 25 days PTO (prorated) + Birthday Day Off
• 8 Public Holidays
• Laptop + WFH equipment
• Amazing company culture
• Hybrid working model - we work best collaboratively so we've provided a workspace where you'll thrive, whilst still giving the flexibility to work remotely when you need
• Volunteer days
• STIPs (Short Term Incentive Plan)
• Regular team-building events

You'll fit right in at Indeed Flex if:

• You're a great communicator and highly collaborative. We're best when we all pull in the same direction
• You don't mind doing the work, whatever it is - you can see the impact at the end and you're in it for the long haul
• Data is your heart and soul - you know you need it to drive you in the right direction
• You're proactive and always willing to learn
• You can navigate the ambiguity and high levels of autonomy in an upscale environment - you know what we're about and you want to be a part of it

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Where legally permitted, Indeed Flex requires all individuals attending or working out of Indeed Flex offices or visiting Indeed Flex clients to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed Flex office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the date of hire as a condition of employment. For positions that require some in-office work or in-person client meetings, exceptions to these in-office or in-person job requirements may be made at the discretion of the business through June 2022, at which point full vaccination will be required. Indeed Flex will consider requests for reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19 there should have been a two week period after receiving the second dose (or any government recommended booster shot) in a 2-dose COVID-19 vaccine series, or a two week period after receiving a single-dose (or any government recommended booster shot) in a single dose COVID-19 vaccine.