 Direct a team of 30 Individual Contributors to handle the entire gamut of the client service experience and drive promoters of our armored transportation services Train and mentor team to learn how to effectively identify and resolve outstanding items to increase our Net Promoter Scores utilizing soft skills and SMART goals  Partner with our Account Executive Sales Partners to support their books of businesses for any research, escalation or add on related products/services aimed… Show more  Direct a team of 30 Individual Contributors to handle the entire gamut of the client service experience and drive promoters of our armored transportation services Train and mentor team to learn how to effectively identify and resolve outstanding items to increase our Net Promoter Scores utilizing soft skills and SMART goals  Partner with our Account Executive Sales Partners to support their books of businesses for any research, escalation or add on related products/services aimed to decrease defect rate by increasing “stickiness” in cross selling additional products based on needs-based analysis  Analyze raw details from surveys, case audits and calls month over month to create coaching and development plans aimed at increasing results Show less

 Cultivate lifecycle B2B relationships with clients to enrich the working relationship to support existing books of business and increase revenue by obtaining additional products or services and decrease churn Partner with Account Executive and internal Operations Teams to root cause issues and provide a process improvement to rectify current and potential future issues Track and measure KPIs to determine Service Level Agreement infractions for payment