Manager, Customer Support (Plan Sponsor Experience)

As the Manager, Customer Support (Plan Sponsor Experience) at Guideline, you'll be responsible for overseeing a team of Account Coordinators, handling client escalations, and reporting key client metrics. You will also lead daily operations to ensure team success while continuously identifying opportunities to improve the client experience.

To qualify for the Manager, Customer Support (Plan Sponsor Experience) role at Guideline, candidates should have at least 5 years of experience in a client-facing role, along with 2+ years managing a team. Familiarity with CRM tools like Salesforce and strong analytical skills are essential, while professional designations such as QKA or C(k)P are preferred.

The Manager, Customer Support (Plan Sponsor Experience) contributes to improving client experience by advocating for clients within the organization, leading cross-functional collaboration to enhance processes, and implementing strategies that directly address client needs and concerns.

At Guideline, the compensation for the Manager, Customer Support (Plan Sponsor Experience) ranges from $75,500 to $100,000 annually, depending on experience and location. This role also offers equity in the form of Incentive Stock Options and a comprehensive benefits package.

Guideline offers a generous annual learning and development stipend for Managers, enabling them to further their professional skills. Employees can get reimbursed for approved expenses up to $750 per year, in addition to a paid sabbatical after five years.

When answering this question, emphasize your previous roles where you successfully managed teams, highlighting specific examples of growth and development initiatives you've led and how you motivated your team to exceed performance goals.

Discuss your approach to conflict resolution, emphasizing the importance of listening to the client, empathizing with their situation, and outlining the steps you take to resolve issues efficiently while maintaining their trust and satisfaction.

Use an example that highlights your data analysis skills. Describe the metrics you focused on, the strategies you implemented to enhance those metrics, and the tangible results that followed, demonstrating your ability to drive performance improvements.

Detail your methods for providing feedback and creating individual development plans, and emphasize your commitment to employee growth through regular check-ins, performance reviews, and fostering a supportive environment.

Share your familiarity with CRM systems, particularly Salesforce, and explain how you've leveraged these tools to track performance metrics, manage team workflows, and enhance client data management.

Explain your approach to time management, detailing how you assess urgent tasks, delegate responsibilities when appropriate, and maintain effective communication with your team to ensure smooth operations.

Discuss key performance indicators like Customer Satisfaction Score (CSAT), response time, and first contact resolution rate. Explain why these metrics matter and how you'd use them to drive improvements.

Explain your approach to representing client needs internally, discussing how you would collaborate with other departments to ensure client feedback is considered during product development and service improvements.

Provide a detailed account of a project where you achieved significant results. Highlight your leadership role, the challenges you faced, and how you motivated the team to overcome those challenges.

Express your enthusiasm for Guideline’s mission and culture. Share how your values align with the company's, and discuss how your skills and experience will contribute to improving the client experience at Guideline.