We are looking for a Client Services Manager to join our Client Services team. You will help drive Metal Toad’s growth by building strong relationships with prospective clients, current clients and partners, and your fellow Toads. This includes maintaining a high level of awareness with client activities, detail-oriented project management and professional communication with key client contacts. You will actively discover, engage, and learn our customer’s business challenges in order to identify how the Metal Toad portfolio of services and solutions can help companies gain competitive advantages through the better use of people, processes and technology. Most importantly, you will ensure each client has an outstanding experience working with Metal Toad.

You are willing to go the extra mile, build value-added relationships, and think strategically with an authentic desire to carry out our mission statement, upholding our values with every step of the way.

RESPONSIBILITIES

Client Facing

• Provide amazing customer service
• Communicate regular updates to clients on progress and issues that directly impact them using open and effective channels of communication
• Develop strong relationships with senior key decision-makers and key drivers within their organization
• Plan and execute client appreciation events, gifts, and tokens of appreciation
• Encourage revenue growth by inspiring clients to purchase additional services by identifying opportunities, marketing our services, managing client expectations, and ensuring client satisfaction
• Facilitate quarterly and/or yearly business reviews for each client
• Create and/or gather pricing estimates and deliver to clients
• Travel to client locations to gain valuable face-to-face time
• Successfully identify unspoken client issues, success metrics, and establish appropriate next steps
• Think strategically and deliver account based objectives
• Proposal management and writing
• Gain intermediate knowledge of Metal Toad’s core technology offerings (Drupal, Django, Angular, iOS/Android, .Net, Javascript, Hosting, etc.) and development process

Leadership

• Manage contract negotiations with clients and partners
• Provide leadership and mentorship to account coordinators
• Drive the culture of continuous improvement within the Client Services department
• Keep abreast of current technology developments and trends relative to market opportunities/competition and leverage these as appropriate
• Strong communication and delivery of both good and challenging news internally and externally

Business Reporting

• Report weekly to the Director of Client Services
• Provide sales pipeline metrics to the leadership team
• Assess and report client happiness

QUALIFICATIONS

Required

• Read (and agree to) our Corporate Values Statement

• Believe in the company mission
• Bachelor’s degree in business or a related field required
• 6+ years of experience in account management, customer service, or project management
• 3+ years of experience leading and developing high performance teams
• Strong understanding of contracting language and terms
• Experience writing proposals and responding to RFPs
• Detailed, analytical, problem solver
• Leads by example and empowers direct reports
• Positively embraces change, accepts new approaches and maintains own effectiveness in situations of uncertainty
• Takes a flexible approach to work and encourages others to do the same
• Able to manage and motivate people in a dynamic environment
• Delivers clear, concise and well-structured written and oral communication to clients, team members and executives
• Works collaboratively with others

WHAT WE DO

We are a software agency committed to providing high quality engineering solutions. Our mission is to help people. Whether it be our clients who seek the world’s best technology and practices or our community at large, we aim to make a positive impact. We become intimately intertwined in our clients’ success. Our clients include: ABC | Daimler | DC Comics | The Golden Globes | Intel | Sony | Siemens | UNFI

WHY METAL TOAD?

Recognized as one of 100 Best Places to Work in Oregon 2017, the work environment at Metal Toad is a vibrant, collaborative one where we nurture personal and professional growth. We choose our candidates a little differently than other companies. We hire for cultural alignment, and look for people who embody and share our values. You can expect your fellow Toads to be humble, adaptable, helpful, curious, smart working, respectful, and fun.

TOAD BENEFITS

• Work-From-Home Policy
• Unlimited PTO
• Participation in Employee Profit Share
• Top tier Medical, Dental and Vision Insurance
• 401k Company Match
• Blogging and R&D Time
• Professional Development Opportunities
• Paid Trimet Pass (office right off MAX line) and In-house Bike Rack
• Discounted Membership Options for 24 Hour Fitness
• Monthly Massage Therapist
• Monthly Game Nights
• Fully Stocked Cafeteria
• Beer, Wine, Kombucha, Soda, Tea, Coffee!