Client Support Manager

Client Support Manager

Company Overview It's not enough to have the right technology today, you must have a plan for tomorrow, too. At Diamond Assets we service schools, businesses, and governments by creating sustainable technology plans that ensure equitable access to technology for their current fleet but also well into the future. In addition, we take pride in delivering the highest-quality refurbished Apple products at an affordable price. Through our lifecycle through upcycle approach, we strive to meet our mission of providing equitable and affordable access to technology.

Position Title: Client Support Manager

Job Description The Client Support Manager is a critical role supporting the growth and success of the organization. This position is responsible for planning and executing service pickups, as well as leading deployment projects. The Client Support Manager will collaborate closely with internal departments across Diamond Assets to ensure effective communication and successful project delivery. This position will have Project Managers, Logistics Coordinators, and Recovery Specialists reporting directly to it and will oversee their performance and development. This role reports directly to the Senior Vice President of Operations.

Roles & Responsibilities

• Provide weekly/monthly reports as needed on pickup coordination and service projects
• Update and manage ERP systems in coordination with necessary pickup or service information
• Review and collaborate with CSM team on availability and pickup scheduling
• Ensure necessary project details are obtain from CSM via Salesforce
• Manage via field operations via Salesforce throughout the pickup process
• Coordinate pickups/services utilizing Diamond Asset team of Asset Recovery Specialists
• Utilize third party resources to complete pickup/services when applicable
• Coordinate mail in process; utilize third party services when applicable
• Effectively communicate with shipping & receiving personnel
• Oversight intake process to ensure pickup quantities are correct; investigate pickup discrepancies
• Operate with regards to efficiencies and cost reductions for both pick up and service operations
• Oversight of device evaluation reports for Diamond Assets Customers. Maintaining that customer reports are completed in a timely manner to ensure on-time payment
• Support the Project Manager–Enterprise, Project Manager–Education, and the Project Management Lead in developing and implementing new processes and procedures
• Perform other duties as needed

Key Skills & Qualifications

• Must be organized, logical, and willing to adapt quickly
• Must have effective problem-solving skills
• Must have high level of education and experience within fast paced service environment
• Knowledge of geographies and mapping
• Reliable transportation required
• Coaching, mentoring and leadership ability within a small team setting
• Effective communication, including writing, speaking and interpersonal communication
• Excellent organization and time management skills
• Great collaboration and teamwork skills