Client Services Manager

Company Overview

The HdL Companies help cities, counties and special districts maximize revenues through research and discovery efforts, financial and economic analysis, and provision of software that supports local government operations in a variety of important ways. We are regarded as a leader, occupying a specific niche in the financial services sector, and serving over 600 local governments nationwide. Leveraging our talented team of professionals, along with leading edge software and database systems, HdL discovery efforts have recovered over $3 billion for our local government partners.

We are searching for a client relations rock star to lead our client relations team, which is responsible for ensuring a positive client experience throughout the service lifecycle. If you find fulfillment in understanding and helping others, enjoy leading a team, are passionate about customer service, and want to make a difference in local communities across the US, we want to talk with you.

Core Values

HdL team members individually and collectively aspire to the following core values:

Deliver Excellence In Everything – We anticipate needs and believe that delivering extraordinary service, inside and outside our organization, is key to our success. We passionately pursue excellence in everything we do.

Do The Right Thing – We always act in the best interests of our company and our clients. We are respectful, have high integrity, and are accountable for our actions.

Foster Relationships – We build lasting relationships based on trust with our teams and our clients. We value collaboration toward our common goals and inspire each other to improve and progress.

Give Generously – We give generously of our time and resources with our teammates, clients, and communities. We impart information for best practices, encourage professional development, and support charitable community organizations.

Enjoy The Journey – We enjoy our journey and enthusiastically celebrate our successes. We have fun and find fulfillment working with our colleagues and clients.

Be Authentic, Grateful, and Humble – We are thankful for the success we have achieved individually and as a company and never take it for granted.

Job Description

If selected, you will join a passionate and motivated team which delivers financial software, services, and support to local governments. You will advocate for our clients, working to understand their needs and deliver solutions. You will coordinate with other HdL teams (software development, implementation, sales, marketing, operations) to ensure our clients’ satisfaction, maintaining effective communication, and influencing change where needed.

Job Responsibilities

• Lead the client relations and support effort for HdL’s Tax and Fee Administration Solutions team.
• Oversee a client support team of 5 to 10 direct reports.
• Team activities include:
  1. Maintain positive client relationships throughout the lifecycle, ensuring they receive excellent service which meets their needs.
  2. Coach client facing operations teams on customer service techniques.
  3. Build and maintain positive relationships with clients while ensuring their needs are being met.
  4. Resolve complex client service matters in a professional manner.
  5. Receive and resolve client support inquiries (email, phone).
  6. Conduct ongoing client check-ins and periodic client satisfaction surveys.
  7. Communicate to clients best practice tips, product/service information, and other relevant HdL news.
  8. Coordinate with sales on service renewals.
  9. Coordinate with software development on new features and bug fixes.

Skills and Qualifications

• Positive and friendly demeanor. You make people happy, they like being around you, and you calmly get things done with a smile.
• Passionate about customer service. You have a knack for quickly understanding the root cause of an issue and devising a path towards resolution.
• Inquisitive. You will ask probing questions to help clients identify what they truly need rather than simply acting on what they say they need.
• Strong emotional intelligence. You know how to empathize with others and understand motivations. You can frame circumstances in a way that allows others to see your perspective.
• Comfortable with technology and enjoy using it to meet needs and simplify processes.
• Impeccable written and oral communication skills; whether in person, in email, or over the phone.
• Experience leading a customer facing team while coordinating with other teams to achieve success.
• Solution oriented and intellectually curious. You are a natural problem solver, always seeking the “why” behind the “what”, and love to drive change in the pursuit of continuous improvement.
• Organized and efficient. You never lose sight of the goal and have a knack for getting things done.
• Strong personal values which resonate with HdL’s core values.

Education and Experience

• Bachelor’s degree in business, communications, public relations, or similar field preferred.
• 5+ years customer service experience.
• 2+ years leading a customer service team.

Compensation

The starting base salary for this Brea or Fresno, CA position is expected to be between $70k to $120k annually. Actual salary will be determined based on skills, experience (to the extent relevant) and other job-related factors, consistent with applicable law.

Benefits

• Competitive Base Pay
• Opportunity to participate in 401k
• Medical, Dental, Vision, Life/AD&D, LTD and Employee Assistance Program
• Paid time off for Vacation, Sick and Holidays
• Employee Stock Ownership Plan (learn more about the HdL ESOP at: https://www.hdlcompanies.com/about/careers)