Client Operations Manager
Quovo is a data platform providing insights and connectivity for millions of financial accounts across thousands of institutions. Today, hundreds of platforms and millions of end-users rely on Quovo's technology for account aggregation, bank authentication, and ongoing insights to build better financial futures.
The Client Operations Manager reports to the VP of Client Relations and leads a team of 7 (and growing) smart and driven analysts. The team handles all incoming support requests and investigates and resolves issues ranging from data accuracy to system functionality. The ideal candidate will have the quantitative and technical skills to deeply understand our product, the high EQ necessary to deliver outstanding client service and a passion for leading and developing talent.
Responsibilities
- Lead, grow and develop our Client Operations team
- Continue to craft and develop responses to clients via email, phone, and ticketing systems to ensure that daily client questions and issues are addressed quickly and completely
- Track issue ticket analytics: determine and report which issues cost the most time, and leverage this information to optimize efficiency in tickets, while seeking systematic and long-term solutions
- Take a hands-on approach to helping your team solve the most complex issues
- Provide direct client support for escalated issues and key clients
Requirements
- 7+ years of overall experience with at least 2 years in client success/support leadership role in a fast-paced company
- Experience managing, growing, and developing a team
- Investigative mindset - eagerness to analyze data, diagnose problems and detect patterns
- Committed problem solver - thinks about problems systematically and as long-term considerations, versus "quick fixes" and isolated cases
- Stellar communication skills (both verbal and written)
- High energy, with a strong desire to achieve results