Client Care Manager

RainFocus , one of the most innovative software companies in the heart of Utah's Silicon Slopes, is in search of an exceptional Client Care Manager. About RainFocus RainFocus cares about its employees, customers, and the world in which we live. Our amazing teams serve Fortune 500 companies like Adobe, Cisco, IBM and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. As a member of the RainFocus team, you will have the opportunity to experience first-hand the impact of our industry leading platform at events around the world. Come be a part of a company that is changing the market! — it will be challenging, fun and exciting! About the Role This role will lead our Customer Support team to deliver a best-in-class support experience for customers, partners, and internal stakeholders. As the Client Care Manager you will lead a talented and dedicated team of analysts to deliver on our client support strategy across all regions, tiers, and and channels, including case and chat support to our growing client base. You will work closely with our implementation, operations and development teams to provide a reliable, consistent and positive experience for our clients. Essential Responsibilities: Manage the day-to-day operations of a remote and offshore analyst across multiple regions Monitor the team’s daily activities and use analytics to help the team meet or exceed KPIs Perform regular quality audits of tickets for customers, partners, and internal contacts to provide coaching and feedback to improve agent performance Field internal and external escalations and engage clients with clear and concise written and verbal communication Conduct regular 1:1s, team meetings, stand-ups, and career planning with team members Coach,