Client Services Manager RiseSmart, Inc.
THIS JOB HAS EXPIRED Overarching responsibility is to oversee the relationship with our customers. The Client Services Manager ensures customers
are delighted with our services by being a resource around planning a workforce reduction event, implementing RiseSmart services, ensuring engagement, and providing them with data regarding their transitioning employees.
Develop strong relationships with contacts at each customer organization assigned
Identify executives and stakeholders for relationship development with other RiseSmart team members
Provide guidance and support to customers when planning a workforce reduction or reorganization event
Provide guidance and tools (forms, portal, etc.) on RiseSmart process
Provide data ? regular reports and ad hoc information as requested to Customer
Onsite support ? during notification, after notification (either deliver or organize the team that will deliver)
Training ? deliver training (from Manager Notification Training to Job Search Training)
?Own? the contract ? ensure we are delivering what we promised, knowing details of contract expiration, making sure the sales RVP knows when its time to start talking renewal, etc.
Work closely with operations and Transition Team? ensure Transition Team understands any nuances or customizations regarding each customer (may require a customer specific training)
Stay on top of survey scores, dig into issues and resolve them before they get back to the customer
Serve as a SME on RiseSmart?s delivery methodology during the sales process
Assist sales team with proposals
May be part of the proposal preparation and presentation team during RFP process or other ?team sale? situations
Solicit customer input on current products, services & tools
Solicit ideas from customers about products, services & tools that they would like to have
Creative thinking ? always be thinking of how we can improve our programs, our tools, etc.
Create and update trainings for corporate customers and/or Participants
Stay in close communication with Product Team on new ideas and customer feedback.
Subject Matter Expert
Work to position yourself as a workforce reduction/reorganization SME in the Human Resources community.
Do people tell you, ?You should be in sales!? but your reaction is ?No! I really shouldn?t be.? Everyone on RiseSmart?s Client Services Team hears that on a regular basis. But our passion is being of service and delivering service that stands out in a crowd. Delivering ?Wow?, as we like to say.
Excellent communication skills: Equally comfortable having a conversation with the CHRO of a Fortune 100 company as talking with a call center rep that was impacted by a reduction in force.
Excellent presentation skills: Equally comfortable presenting to an executive team as you are to a room full of recently
Experience managing large detailed projects
Organized, detail oriented
Flexible, adaptable, easily handle (and enjoy) constantly changing priorities; able to work well with ambiguity
Experience delivering service to customers or client groups (external or internal)
Expertise in Human Resources and/or Talent Management (PHR or SPHR a plus)
Experience in outplacement preferred
Passionate about helping people in career transition? and passionate about excellent service
Possess a sense of urgency
Excellent written, verbal, presentation, and follow up skills
8-12 years of professional experience ideal with a track record of continued growth
Account management experience a plus
Ability to travel 20-40% (varies)
Self-motivated ? able to work effectively from a home office
Required: Bachelor?s degree
A plus: Master?s degree, coaching certification, PHR, SPHR
||San Jose, CA |
THIS JOB HAS EXPIRED