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Manager, Client Services
Manager, Client Services
Artnet
Post Date: 08 Jun 2022

JOB OVERVIEW

Description

Artnet is the leading international platform to buy, sell, and research art online. We connect millions of collectors globally with the world’s leading galleries and auction houses, with a focus on making the art market more transparent while supporting our partners in growing their business online.

We are seeking a full-time Client Services Manager to join the Client Services and Account Management Team. The Client Services Manager will lead a team of Client Service Specialists and provide clients with exceptional customer service. The ideal candidate will have experience working with VIP clients and handling sensitive and complex client service situations. They should also have a basic understanding of website troubleshooting practices, be skilled with creating and managing reports in Google Sheets, and be capable of making informed decisions from data. 

Since this role involves assisting callers to our New York office, the candidate must be able to work Monday to Friday, 9 am–5 pm ET. Our department currently operates on a flexible hybrid model, allowing you to choose how many and which days you work remotely or in the office, with no requirement for each. 

You will be reporting directly to the Director of Client Services and Account Management, working together as Artnet leads the way in the growing art industry.

Responsibilities:

  • Be the escalation point for client service issues—provide them with an exceptional customer experience through friendly and effective product and technical support.
  • Manage and guide a team of Client Service Specialists (training those as needed). Set goals, track performance, coach and motivate the team to succeed.
  • Manage ring groups, holiday schedules, and voicemail settings for the main lines in New York, London, and Berlin
  • Assign incoming contracts to the team for billing and contract fulfillment and ensure workload is equally distributed and manageable for each team member.
  • Manage reporting for institutional account management and outreach and work with the Analytics Team to build and improve reports.
  • Collaborate with the Sales team to improve workflow and processes for campaign coordination and subscription renewal to optimize efficiency and client experience.
  • Work with the Finance teams to optimize billing, payment process, and collection processes.
  • Work with the Tech team on prioritizing and tracking defect/change requests to resolve client issues and improve customer experience.
  • Coordinate with the Marketing team on maximizing campaign results for auction house clients, and on optimizing marketing campaign results for Artnet’s data products.
  • Improve our product, services, and tools by contributing and collecting ideas from the team, and be able to translate strategies into realistic action plans and carry out results.
  • Design, improve, and document team workflow, processes, and policies
  • Design and manage projects to improve client service quality and customer experience by setting and documenting project objective, goal, action plan, team structure, and KPIs, and provide project updates to the Director.
  • Hold product tutorials for important clients.
  • Take on additional responsibilities as assigned.

Requirements

  • Bachelor’s degree or higher.
  • 1+ years of management experience in a related field.
  • Proficient knowledge of PC platform, Google docs, Adobe Acrobat, and Salesforce.
  • Basic comprehension of HTML and website troubleshooting.
  • Professional and pleasant phone and email etiquette.
  • Excellent written and verbal communication skills in English.
  • Fluency in reading, writing, and speaking a second language (German, French, Spanish, or Mandarin Chinese preferred).
  • Ability to multi-task and stay calm, positive, and productive under pressure.
  • Ability to identify potential risks and opportunities, and escalate them in a timely manner.
  • Track record of high work quality and customer satisfaction.
  • Ability to identify inefficiencies during day to day work, and work with manager and collaborate with other departments to make improvements.
  • Displays strong leadership qualities, problem solving skills, decision making abilities and strong business judgment.
  • Demonstrate strong organizational and interpersonal skills to effectively manage all phases of a project independently and in a timely manner with proven results.
  • Ability to assess team members’ strengths, personality, interest, and skill sets and delegate responsibilities effectively to optimize results.

Why join our team?

At Artnet, we strive to create a culture that is collaborative and dynamic, with sufficient room for growth.

  • Comprehensive Health Package: We offer great medical, dental, and vision plan options.
  • Life and Disability Coverage.
  • Generous Paid Time Off: 20 PTO days annually, unlimited sick days.
  • Parental Leave: Robust paid time off for new parents.
  • Pre-tax Health and Transit-Saving Options.
  • 401(K) Match: Join the team and we will invest in your future.
  • Health and Wellness: We care about your wellbeing, and offer corporate gym memberships as well as monthly gym reimbursement.

JOB DETAILS

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