Client Operations Manager

| Seattle

 

 

Client Operations Manager

About Subsplash

Based in Seattle, Subsplash is an exciting award-winning team of 100+ mission-driven people who are committed to our core values of humility, innovation, and excellence. Founded in 2005, we pioneered the market with the first ever church mobile app. Since then, we’ve been working together to build The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world. We find excitement in serving our 9,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash has won awards for best mobile experience, been voted top 100 Washington's Best Workplaces by the Puget Sound Business Journal, created some of the most downloaded apps of all time, and built enterprise software for world-class brands like XBOX, Microsoft, Samsung, Expedia, and Cisco; yet, at the end of the day, we love making a lasting impact and a difference in our world.

Working at Subsplash is more than just a job; we are a team of people who are courageous, inventive, and passionate about doing meaningful work every day. Don’t take our word for it—head to Glassdoor and see for yourself!

About the Role

As the Client Operations Manager, you will report to the Director of Business Development Operations. In this role, you are responsible for managing the Client Operations Specialist team, overseeing prospect and client processes, and collaborating with peers in other departments for optimal prospect and client experiences. You will oversee all systems and processes that support the Business Development department, which means you keep the lifeblood of Subsplash pumping. You will play a key role in driving prospect/client data integrity in Salesforce as well as process development and refinement in support of critical revenue streams and business development opportunities. Your daily work will include leading team meetings, 1:1 meetings with direct reports, collaborating with other departments, analyzing team performance, strategizing for overcoming obstacles to hitting department goals, and embodying a discipline of persistent execution on priority projects.

Top 3 Outcomes Year 1:

  1. Manage and develop Client Operations Specialist team for peak performance and career development measured by team KPIs, performance reviews, and eNPS feedback
  2. Drive system health (e.g. system clean up and training) for measurable impacts on business
  3. Form and nurture key stakeholder relationships across the company

Your Priorities

  • Manage the Client Operations team
  • Maximize prospect processes including lead qualification and account distribution
  • Maximize client processes including sales, upgrades, and implementation 
  • Bring efficiency to the team and overall operations through systems optimization and advancement (Salesforce, Pardot, Outreach, etc)
  • Coordinate with other teams to ensure client and internal processes run optimally (e.g. Release, Core,...)
  • Unify all client facing teams through cross-team meetings and training (perhaps a virtual team/council)
  • Work closely with the Director of Business Development Operations to complete department and company initiatives 
  • Create and oversee project schedules to ensure timely completion through all phases
  • Define and manage project plans and day-to-day operations of multi-faceted projects and campaigns
  • Ensure goals, accountability, dependencies & timelines are clear to the team.

 

Qualifications

  • 2+ years of experience as a manager
  • 2+ years of experience as a system administrator (e.g. Salesforce)
  • Experience Administering a Customer Relationship Management (CRM) (Salesforce preferred)
  • Experience managing and coaching a team
  • Proven ability to organize and manage projects
  • Strong oral and written communication skills
  • Understanding of Business Development and Client Success in a SaaS company
  • Knowledgeable and enthusiastic about technology industry and core market
  • Willingness to travel occasionally
  • College Degree preferred
  • Proficient with computers, software, and mobile technology

You are…

  • A Proven Leader: You are comfortable collaborating with others, you thrive working with a team to get the job done, and you naturally step into leadership roles
  • Insightful: You possess an ability to strategically help people and organizations achieve their specific goals through data and relational informed decisions
  • Passionate: You are excited about serving churches and you model humility, innovation, and a drive for excellence
  • A Communication Guru: You possess a natural ability for building relationships through clear and influential communication
  • A Driver: You get energy from influencing, negotiating, and closing. Plus, you have a knack for high productivity
  • A Developer: You love challenging, mentoring, encouraging, and inspiring your team to greater heights
  • Teachable: You are excited to learn new things and grow in your professional and personal skills

Benefits

Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, 401k, Smoothies and Snacks, Optional Work-from-home Thursday’s, and a Public Transportation Subsidy.

This position is classified as Full-time/Exempt and therefore not eligible for overtime pay. Core office hours are 8:30am to 5:30pm Mon-Fri.

Note: Employment with Subsplash is contingent upon satisfactory proof of employee’s right to work in the U.S., as required by law and upon completion of a basic background check and; Employment with Subsplash is considered “at will,” meaning that either the company or the employee may terminate the employment relationship at any time without cause or notice.

Read Full Job Description

Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PHPLanguages
    • SwiftLanguages

Location

Subsplash is located in the Interbay neighborhood along major bus-lines with just a short walk to other neighborhoods & local food in Seattle!

An Insider's view of Subsplash

What’s the vibe like in the office?

We celebrate victories, support each other like family, & are all working toward a common goal. Open communication spreads excitement throughout the company as we hit milestones, share innovative ideas & strive for excellence. There is a thread of positivity & kindness in all that we do which sets us apart and allows for the best work-life balance!

Aly

Senior Designer

What kinds of technical challenges do you and your team face?

On the Product Team, we have the unique opportunity to build high performant software that supports thousands of unique iOS and Android apps and the millions of end-users who use them. We face the daily challenge of building systems, APIs, and user interfaces that emphasize performance, versatility, and clarity to bring delight to all our clients.

Matt

Software Engineer

How has your career grown since starting at the company?

I’ve experienced tremendous growth in product management experience and skills, from business models to learning SQL to running beta tests. I’ve also had the opportunity to take on formal authority, moving from an ‘IC’ role to a manager of five fantastic employees, while building informal influence throughout a rapidly growing company.

Erick

Manager of Project & Program Management

What are some things you learned at the company?

Subsplash has taught me how to listen & prioritize. Through conversations with prospective clients, I've learned how to ask intentional questions & listen well. As I juggle tasks, I've learned to better manage my time with competing priorities. From a platform standpoint, the learning never ends with the constant innovation I witness every day!

Kasey

Ministry Consultant II

What are Subsplash Perks + Benefits

Subsplash Benefits Overview

At Subsplash, our benefits + perks are designed to bring delight to our employees and their families! Each employee receives a generous amount of vacation (work hard, play hard) but we also want our team members to feel rested and refreshed every day of the week, that's why we give the option to work from home on Thursdays (The perfect opportunity to work in your sweatpants. Just saying.).

We strive to offer the best healthcare at the lowest cost possible and we offer a variety of plans to best suit the individual's personal and family needs.

We frequently have company-wide catered lunches, events, team-building activities and not to mention a healthy serving of spontaneous parties. On top of that, we keep our kitchen stocked with yummy munchies, healthy fuel, and the freezer is always packed with all the smoothie makings you could ever need.

Health Insurance & Wellness Benefits
Disability Insurance
Subsplash's short term disability is covered at 100% with salary continuance. Full-time employees can be rest assured that Subsplash has got them fully covered in times of need.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Subsplash offers $50,000 of Life and AD&D coverage for all full-time employees. Employees are also able to purchase up to $300,000 supplemental coverage at a very low cost.
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We offer Work-From-Home Thursdays to all employees.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
We call it "creative professional". That means we dress casual and bring our own unique style and spunk to what we wear every day; jeans and sandals are totally acceptable!
Commuter Benefits
Company Outings
Stocked Kitchen
Unlimited munchies (including guacamole. Enough said.), coffee from a local Seattle roaster, tea, fruits and vegetables, all the smoothie ingredients you could ever need, and so much more!
Some Meals Provided
We provide monthly catered lunches
Parking
Professional Development Benefits
Job Training & Conferences
More Jobs at Subsplash8 open jobs
All Jobs
Finance
Dev + Engineer
Marketing
Operations
Sales