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Client Service Lead

Hudson MX

Hudson MX

Customer Service
Atlanta, GA, USA · Remote
Posted on Wednesday, May 22, 2024

About Hudson MX:

Hudson MX is a well-funded enterprise software company serving the world's leading media agencies and advertisers. We are innovating an industry that is hungry for change, with the largest media agencies in the world already using our tools to enhance their media buying workflow. As we’ve grown to a global team of 350+, we are seeing rapid industry-wide adoption of our solutions. To build on our market success and add the most innovative and valuable features to our platform, we’re adding key individuals to our team. We hire for awesome. Join us!

Role Overview:

The Client Service Lead owns the relationship with client accounts. They will work with operational teams, support adherence to SLAs, escalate incidents and ensure our clients leverage the full potential of the local platform. This role will provide outstanding customer experience through product knowledge, excellent service delivery, empathy and critical thinking. This role requires a strong interest in understanding the client’s experience as well as how our products can be utilized to meet the client’s goals. This is a crucial role within our Client Services team, and will require working with teams across the organization, including Program Management, Support, Product and Product Strategy.

Primary Focus and Key Responsibilities:

  • The role focuses on the day to day client management and is the voice of the Client within Hudson MX on all operational and day to day relationship activities.
  • Working closely with the Support Leads and Support team to ensure high quality delivery of the contracted service to users, acting as the key point of escalation for the client to ensure proactive resolution of issues, and support escalations.
  • Provides regular reporting/updates and owns the day to day relationship with key points of contact in the agency. Proactively manages comms regarding incidents and new product releases.
  • Works closely with the Program Manager to ensure a smooth transition from Program (Agency Transformation) to BAU service delivery.
  • Works closely with the Training team to ensure appropriate use of the LMS and other training opportunities are made available to the client.
  • Secondary duties: Supports Client Partner with growth opportunities.

Skills and Competencies:

  • Excellent interpersonal skills and written/verbal communication skills
  • Excellent customer service orientation, balancing customer and company priorities
  • Ability to quickly capture and effectively summarize information from customers
  • Time management and prioritization skills
  • Critical thinking skills in applying prioritization to problem tickets in a triage support environment
  • Ability to synthesize and author customer-facing articles.
  • Ability to manage conflict and work effectively with customers in high-pressure situations
  • Results-driven and personally accountable
  • Practice empathy and patience with clients

Qualifications:

  • Bachelor’s degree in business, technology, or communications.
  • Experience with Zendesk, Jira, or other cloud-based support ops system
  • Customer Service and Soft Skills training

Compensation/Benefits:

  • Salary range: $70,000-$85,000 depending on experience, location, and other relevant factors. Range only.
  • Company-paid healthcare coverage (99%) for individuals & their families
  • Company-paid commuting benefits
  • Flexible paid time off and work-from-home policies
  • Challenging work designed to leverage, and rapidly expand, your skill set
  • Learn directly from the best - flat structure and collaborative culture
  • We value diversity and the richness it brings to our work and employees

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.