Pay Range:(Minimum to mid pay range specific to NY, CA, CO, WA, MD)
75,000.00 - 110,000.00 USD Annual
Brinks Texas License #C00550
#LI-Remote
Job DescriptionJob SummaryThe Client Excellence Manager (CEM) serves as the primary point of communication between client and operational execution resources for operational continuity, service delivery performance, critical incident management, and is accountable for governance and commercial integrity for assigned Enterprise Financial clients. This role facilitates the coordination and resolution of high-impact operational events while serving as the Voice of the Client across Operations, Service Delivery, Cash Operations, Finance, Billing, Project Management, and third-party partners. The role is responsible for overall client and operational communication and coordination - supporting outcomes, risk mitigation, service performance, client retention, and executive communication.
Pay: $80,000 - $106,000
Location: Remote USA
Key Responsibilities Operational Continuity & Incident Management - Facilitate end-to-end resolution of ATM outages, access failures, service interruptions, and client-impacting incidents.
- Coordinate response efforts across Operations, Cash Operations, Service Center teams, Project Management, client stakeholders, and vendor partners.
- Represents client perspectives and priorities in issue resolution through full restoration and root-cause identification.
- Provide executive-level communications throughout the incident lifecycle.
Service Delivery Partnership - Serve as bridge between Client and Operations in communications around service delivery and performance management.
Client Governance & Executive Engagement - Participate in the development and presentation of Monthly Business Reviews, operational scorecards, service reviews, and executive updates.
- Lead recurring daily, weekly, monthly, and quarterly client governance meetings as required.
- Work with Operations and Technology resources to translate operational and technical issues into executive-ready communications, know the business and speak to deep-insights fluently.
ATM Access, Readiness & Project Execution - Ensure client interests are represented in:
- OAD Team Execution / Readiness for:
- Installations, relocations, rebrands, reopenings, renovations, and removals.
Billing Resolution & Commercial Accountability - Lead investigations and resolution of billing disputes and invoice discrepancies.
- Partner with Finance and Billing teams to ensure invoicing reflects operational reality and contractual commitments.
- Validate that invoice is correct, using Ops-supplied information.
- Balance revenue protection with client trust and long-term relationship objectives.
Customer Advocacy & Voice of the Client - Serve as the Voice of the Client across all operational functions.
- Monitor customer sentiment, VOC trends, and recurring escalation themes.
- Work with Operations Service Delivery resources to drive Drive action plans that improve client satisfaction and service outcomes.
Risk Management & Continuous Improvement - As-Needed, Assist Operations Service Delivery Team who own:
- Identifying systemic operational risks, vendor performance concerns, and process gaps.
Driving root-cause analysis efforts and implementing sustainable corrective actions.
- Act as the integration point when ownership is fragmented across teams.
Required Qualifications - Bachelor's degree or equivalent experience.
- 5+ years in client operations, service delivery, customer experience, account management, operations management, or related discipline.
- Experience supporting financial institutions, ATM managed services, cash logistics, or highly complex operational environments.
- Demonstrated success leading cross-functional initiatives and client escalations.
Professional Skills - Executive communication and presentation skills.
- Incident command and escalation management expertise.
- SLA and service performance management.
- Vendor performance management.
- Root cause analysis and operational risk management.
- Commercial acumen and business judgment.
- Ability to influence without direct authority.
Success Measures - Client satisfaction, retention, and VOC improvement.
- Billing accuracy and dispute resolution effectiveness.
- Customer Satisfaction (CSAT)
