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General - Customer Service Manager


General - Customer Service Manager

General - Customer Service Manager

Loomis Armored US, LLC
Atlanta, GA

Job details

Job Type

Full-time
WHY JOIN THE LOOMIS TEAM?
Our foundation to success is: People. Service. Integrity. Over the last 160 years, Loomis has evolved into an international industry leader with a large network covering the United States and Europe. As the largest integrated cash distribution network in the United States—with nearly 200 locations, 9,000+ employees and several divisions and products, Loomis is the place to have stability and GROW.
This position is for the logicpath division, a tight-knit team of tech-savvy cash inventory management experts (logicpathers) passionate about helping financial institutions succeed.
We provide a collaborative, supportive, and respectful environment that increases the participation and contribution of all employees. We are looking for people who want to be challenged, solve complex problems, and feel connected to a larger purpose. Our mission-focused team, collaborative nature, and commitment lead our dedication to client results. If you’d like to work for a dynamic, rapidly expanding company, then we’d love to hear from you.
What’s more, by joining our team, you will gain a work family that is dedicated to helping you exceed your personal, professional, and financial goals. We also have a lot of fun along the way! These are the values that define who we are and have enabled our growth to become the #1 leader in cash forecasting software.
Since the logicpath division’s roots started in 1994, we have grown into an award-winning organization with a diverse team of logicpathers. As a testament to our organizational health, we have been named in 2019 by Banking CIO Outlook as a Top FinTech Solution Provider, recognized in 2020 by CFO Tech Outlook as a Top Cash Management Provider and nominated in 2021 by The Silicon Review as one of the 5 best FinTech companies to watch!
Come join us!
  • Competitive Pay
  • Industry-Leading Benefits
  • Flexible Work from Home Policy
  • Quarterly Team Events
  • Semi-Annual Division Events
  • Happy Hours
  • Retirement Plans & 401K
  • Employee Recognition & Awards
  • Generous PTO
WHAT THE CLIENT SERVICES ACCOUNT REPRESENTATIVE POSITION LOOKS LIKE:
Logicpath is looking for an experienced customer facing professional who will engage, retain and drive our customers' understanding of logicpath’s product offering, C3 Financial, working strategically with sales, implementation, training and leadership (both internally and with the customer). You will be measured on the retention, expansion and happiness index of a book of business (logicpath customers).
On a day-to-day basis, you will be responsible for managing complex and savvy customer needs via support tickets, leading proactive data reviews, and using data analysis to drive business impact aligning closely with various departments internally and externally not limited to Sales, Services, Customer Success and Partners. You will partner with sales to identify customer growth opportunities based on demonstrated value and help strategize and execute plans to earn additional spend from the customer. You will also work with support and product teams to ensure customer feedback is captured and realized in product development.
If you’re passionate about financial services technology, providing a quality service customer experience, and thrive in a fast-paced, growing environment, then becoming a Client Services Account Representative is the career path for you!

EXPERIENCE REQUIREMENTS:
  • College Degree (preferred)
  • 3+ years of experience in a Client Services Role
  • 1+ years of experience using a CRM (Salesforce preferred)
  • Must have knowledge of using a support ticketing system and creating cases (Salesforce Service Cloud Preferred)
  • Previous experience in a SaaS/Technology company or fast growing start up preferred.
  • Experience with web sharing tools (MS Teams and Zoom preferred)
WHAT LOOMIS NEEDS FROM YOU:
  • Strong phone relationship building and active listening skills
  • Ability to prioritize, multitask, manage time efficiently and engage with customers
  • Excellent communication and presentation skills with the proven ability to dig deeper to uncover the customer’s true objectives
  • Empathetic - it’s important for our Client Service Account Representative to be other-centered
  • Experience presenting to VP and C- Level Executives value, ROI and product knowledge
  • Confident and engaging communicator internally and externally
  • Emotionally Intelligent and detail oriented
  • Can follow current processes while suggesting and documenting in a playbook new ways to do things to better the team
  • You are not scared of the word “statistics” or “integration”
WHAT’S NEXT?

MONTH 1:
  • Tech & HR setup
  • Attend logicpath’s New Hire Training, where you will learn our Loomis and logicpath story and understand what makes the logicpath team unique
  • Attend Unconcious Bias Training, Safety Training and Sexual Harassment Training
  • Join our Product Bootcamp, where you will learn our software and all the skills necessary to set you up for success, allowing you to make an impact in the market quickly
  • Begin 1:1’s with your manager, understand your 30-60-90 day plan, meet & shadow current members of the Loomis team, and delve into your book of business
  • Set your SMART Goals with your manager and develop an action plan to achieve them
  • Meet staff members in Implementation, Sales and IT - they will be key relationships for you throughout your position
  • Shadow another account representative and document your own playbook with FAQ, How-to-do, etc.
  • Listen, absorb, document, ask questions and understand
MONTH 3:
  • Start working with customers and answering the phones/emails
  • Be C3 Financial demo certified
  • Be a product expert and feel comfortable walking a customer through all aspects of the C3 Financial platform
  • Process tickets in a timely manner
MONTH 6:
  • Be running with your customer success plans to encourage adoption & process optimization
  • Be able to show quantifiable ROI to customers in the form of success stories
  • Have a greater ability to understand deep technical aspects of C3 Financial and educate customers and peers using simplified explanations
MONTH 12:
  • Set an example for new Client Service Account Representatives and assist in training, onboarding and motivating new logicpathers
  • Be a proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Have a thorough understanding of the challenges an organization faces when implementing a new technology and how to help them manage change
IS THIS ROLE NOT AN EXACT FIT? Keep an eye on our Careers Page for other positions!

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• Post ID: 21905612


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