Manager of the Client Operations Team

About Subsplash

Subsplash—The Ultimate Engagement Platform™ for churches, Christian ministries, non-profits, and businesses around the world, serves 14,000+ clients, creating impactful products, and delighting the 40 million real people who use our platform every day. Subsplash is one of the fastest growing companies in the U.S. (Inc. 5,000 Fastest Growing Companies in 2020) and has won awards for best mobile experience, been voted one of Seattle and Austin’s best places to work multiple years in a row, 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, our passion is to equip churches to make a lasting impact in our world. Our team of 210+ mission-driven people who are committed to our core values of humility, innovation, and excellence has pioneered the market with over 30-firsts for the church market including the first-ever church mobile app. 

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 Manager of the Client Operations Team, you are responsible for managing the team of Client Operations Specialists, overseeing prospect and client processes, and collaborating with peers in other departments for optimal prospect and client experiences. 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.

About the Team

The Client Operations Team is responsible for keeping the lifeblood of Subsplash pumping. They provide delightful touchpoints for prospects and clients through every major step taken with Subsplash. The Client Operations Team works closely with multiple departments in a fast-paced environment to streamline processes, improve channels of communication, and assist in the organization and efficiency for Business Development, Platform Support, Release, Marketing, and Billing teams.

Your Priorities

• Manage the Client Operations team
• Documenting operational processes and reporting to upper-level management
• Project planning, development, delegation, execution and followup through all phases
• Define and manage project plans and day-to-day operations of multi-faceted projects and campaigns
• Making operational and process decisions 
• Solving problems creatively 
• Organizing and delegating assignments to team members 
• Exceptional attention to detail and time management skills
• Collaborate and maximize client and prospect processes 
• Drive efficiency for the team and overall operations
• Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers/prospects and internal team members
• Assessing employee performance and providing helpful feedback and training opportunities. 
• Resolving conflicts or issues raised by employees
• Analyzing information and processes and developing more effective or efficient processes and strategies. 
• Generating reports and presenting information to upper-level managers or other parties. 
• Ensuring staff members follow company policies and procedures. 
• Coordinate with other teams to ensure client and internal processes run optimally (e.g. Release, Core,...)
• Work closely with the Senior Client Operations Manager to complete department and company initiatives 
• Ensure goals, accountability, dependencies & timelines are clear to the team
• Conduct regular 1x1s and performance assessments for each of the direct reports
• Other duties to ensure the overall health and success of the business.

You are...

• A Skilled Communicator: You are enthusiastic, emotionally intelligent, friendly, respectful, and comfortable communicating with the team across various platforms
• Detail Oriented: You understand the value of, and have an affection for, the details
• Investigative: You desire to learn the “why” behind everything. You are naturally curious and have a knack for problem-solving
• An Achiever: You see tasks through to completion and get energized by checking things off your “to-do” list
• Adaptable: You have been described as cooperative and you have no problem wearing multiple hats
• Empathetic: Helping other people makes you happy
• Efficient: You’re highly organized, don’t waste time, and like smart prioritization
• Collaborative: You love working on a team and you understand the importance of everyone's unique roles
• An Awesome Human Being: You exemplify humility, innovation, and excellence. You do great work and continuously strive to improve and grow

Qualifications

• 3-5 years Management Experience (Proven track record of effective management)
• Experience managing teams that oversee sales and customer/client operations 
• 3-5 years of Salesforce experience 
• Proven ability to coach and mentor team members 
• Proven ability to prioritize competing business needs and lead a team through projects accordingly 
• Ability to establish boundaries + clarity with the team 
• Adaptable and flexible personality + entrepreneurial spirit 
• Highly motivated to solve problems Independently, self-starter
• Exceptional communication, interpersonal, leadership, coaching, and conflict resolution skills. 
• Excellent time management and organizational skills
• Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies. 
• Commitment to providing exceptional service and support to staff members.
• Keen strategic thinking and planning 
• Excellent leadership skills, including goal setting, motivating, training and mentorship 
• Effective conflict resolution and problem-solving skills 
• Strong project management skills
• Comfortable in a fast-paced or high-pressure environment 

Benefits

Generous Paid Time Off, Medical Coverage, Dental Coverage, Vision Coverage, short and long term disability and life insurance all free of charge, Competitive Compensation, 401k Matching, Professional Development, Top of the Line Equipment, Referral Program, Parental Leave, Family-Friendly Culture, and the chance to work side-by-side with thought leaders in emerging tech

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. Subsplash is an Equal Opportunity Employer. We value all human life as all people are created with equal dignity, value, and worth. We do not discriminate on the ground of race, color, religion, sex, age, disability or national origin, or genetic information in the hiring, retention, or promotion of employees; nor in determining their rank, or the compensation or fringe benefits paid them.

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