Customer Success Manager

POSITION TITLE: Client Success Manager

LOCATION: Orange County, CA

COMPENSATION: 70-75K

GENERAL JOB DESCRIPTION:

As Client Success Manager you will play a key role in servicing and growing our professional and commercial staffing business. In this role, you will be responsible for the day-to-day coordination of Eastridge client-facing operations and supporting procedures to facilitate organizational effectiveness and efficiency, as well as introducing new service lines and staffing solutions to our current clients.

WHAT MAKES EASTRIDGE WORKFORCE SOLUTIONS DIFFERENT:

Eastridge Workforce Solutions is a 100% Employee-Owned (ESOP) company, empowering employees to earn meaningful equity in the company they build and continue to grow. Through our core belief in servant leadership and fostering career growth, we have remained dedicated to our original mission of providing opportunity and enrichment through work, while innovating technology and services to help our clients and candidates thrive.

When working with Eastridge, you will find we care deeply about our employees and the people we serve. All of our efforts are delivered with people-centric thoughtfulness—for ourselves, our customers, and the greater community.

Eastridge has a strong commitment to diversity, equity, and inclusion (DE&I) in the workplace. We host multiple affinity and employee resource groups, led by our diverse team members, to welcome valuable discussions in a safe place. Visit our website to learn more about B.L.A.C.K. @Eastridge, LGBTQ+ Committee, Woman of Wonder (WOW), LatinXellence, and more!

Eastridge Workforce Solutions was founded to help individuals find careers that offer fulfillment. For over 50 years, companies have relied on Eastridge to deliver professional and volume recruiting, payrolling solutions, recruitment process outsourcing, and MSP/VMS solutions to make attracting and managing the workforce simple and scalable. Powered by our proprietary technology platform, Eastridge Cloud™, we offer the most comprehensive suite of workforce solutions in the US and globally.

Glassdoor: tinyurl.com/2p9e95f2

Why Eastridge: www.eastridge.com/why-eastridge

Employee Ownership: www.eastridge.com/esop

Diversity: www.eastridge.com/diversity

Careers Page: www.eastridge.com/careers

RESPONSIBILITIES & EXPECTATIONS:

• Manage and lead new client onboarding to include client and recruiter orientations, system implementations, and system requirements set up required to service and deliver excellence to our customers
• Establish productive, professional relationships with key personnel in assigned customer accounts, including the development of a relationship matrix for each account.
• Coordinate the involvement of Eastridge divisions, including recruitment support, service, and management resources, in order to meet account performance objectives and customer’s expectations. Engage client contacts in the Net Promoter Score (NPS) Process and maintain high levels of account scores appropriate for the client industry.
• Responsible for review and escalation to Eastridge VP or Branch Manager if requisitions are not addressed timely or if other fulfillment issues arise that the Client Success Manager is unable to resolve.
• Collaborate with Recruitment on Client Specific delivery models and recruitment strategies.
• Manage and oversee assigned accounts operational compliance and client contractual compliance to ensure delivery of all contractual and service, including but not limited to:
• Facilitation of quality surveys and regularly scheduled business reviews
• Internal onboarding documentation compliance audits on assigned accounts
• Client payments in terms of bonuses, pay rates, timecard process to ensure compliance with applicable international, federal, state, local, and/or company policies and procedures
• Client contract compliance, including partnering with client and Eastridge legal team to modify, amend, or add as needed due to business or compliance changes
• Quality checks with both the client and workers assigned
• Regular safety assessments to include annual safety tour compliance and participation in injury reviews for assigned clients
• Act as the main point of contact for client account needs. Responsible for regular scheduled client outreach as well as appropriately directing escalations as needed.
• Lead all new customer reviews with business contacts, or re-introductions to new stakeholders in partnership with the designated Recruitment Partners. Collaborate appropriately with the sales team to ensure an efficient and thorough handoff to the operations team.
• Drive cross-selling initiatives in partnership with recruitment and sales teams to maximize existing client utilization and increase revenue across service lines. Coordinate with stakeholders on both teams to ensure client satisfaction and cohesion. Regularly request referrals for additional introductions across client network.
• Proactively share thought-leadership content and industry insight with relevant client contacts with a focus on account growth/penetration, additional service line potential, and new client referrals.
• Maintain a positive and proactive work environment. Model and reinforce Eastridge’s cultural values.

MINIMUM REQUIREMENTS:

• Minimum of 3 years in people/process management in a similar industry.
• Comfortable with developing and maintaining operating procedures.
• Proven track record of management, training, and continuing education.
• Detail-oriented with a focus on customer satisfaction.
• Problem-solving skills with compliance-driven methodology.
• Comfortable thinking and problem-solving on the fly.
• Enthusiastic about building relationships and finding new value-added ways to connect and build rapport with client contacts.

It would be great if you had these:

• 3+ years of similar contingent workforce operations experience.
• 1+ year of recruiting in Talent Acquisition, Human Resources, or Agency setting.
• Knowledgeable about U.S. and various international employment norms and laws.
• Great at multitasking while prioritizing changing deadlines.
• Value and use technology to aid with accomplishing tasks.
• Appreciate open communication and teamwork while practicing great listening skills to build and enhance relationships.
• Committed to self-improvement by embracing and receiving feedback.
• Act as a leader and change agent by asserting yourself in a professional and respectful manner.
• Enthusiastic and self-motivated.
• Enjoy being part of a fun team that is committed to a common goal.

PERKS & BENEFITS:

At the center of Eastridge Workforce Solutions values is the belief that the single most important thing we do is continue to hire the best people and create a workplace where they can thrive. To reward our employees for the great work they’re doing we offer a number of perks and benefits that are listed below.

• Eastridge has an Employee Stock Ownership Plan (ESOP) which is a tax-qualified retirement benefit plan.
• Medical, Dental, Vision, Life Insurance
• 401(k) plan, Roth IRA, and Flexible Spending Account offerings
• Paid Time Off and Sick time
• 12 Paid Holidays annually
• Tuition Reimbursement Program
• Health and Wellness benefits
• Pet Insurance
• Company-sponsored Volunteer Events
• Corporate Discounts – 20-60% off on certain movies, hotels, concerts, sporting events, and more!
• #INDHR

Eastridge Workforce Solutions