Client Services Manager Interactions
Due to our continuous growth we are seeking a Client Services Manager to join our team. Reporting to the Director of Professional Services, the Client Services Manager will serve as the primary business contact for the client and be responsible for the performance of our applications, quality of our products and overall client satisfaction.
Specific Responsibilities Include:
Act as primary relationship contact for client and establish strong partnership with stakeholders across client organization.
Ensure that client issues are dealt with an efficient manner, inform management staff of any problems that may arise
Manage adherence to client and internal application business case metrics and profitability
Manage intake of client requests related to application revisions, extensions, and improvements.
Develop and drive client application roadmap for continuous improvement, as well as short & long-range application enhancements.
Facilitate continuous improvement activities for clients including regular call reviews, data coordination, analysis and presentation to clients
Manage fulfillment and adherence to change order, SOW, and MSA terms
Pursue opportunities for account growth and new business, involving the Sales Account Representative
Develop and Interpret weekly scorecard/performance data and portions of regular (quarterly) business reviews highlighting proactive activity, trends, etc.
4 year degree in Business or related field
3+ years of Client Management experience
Proven track record in creating, maintaining and enhancing customer relationships
Extremely detail oriented
Technical competence (basic understanding of software, hardware, networks, etc)
High level of initiative and ability to work well in a team environment
Excellent written and oral communication skills
Ability to handle stressful situations and deadline pressures well
Plans and carries out responsibilities with minimal direction
IVR/Speech Recognition experience helpful but not necessary
||Franklin, MA |