Position: Client Services Manager
Reports to: CCEO
Position Mission
The Client Service Manager (CSM) is responsible for two primary functions within the company: (1) driving exceptional client relations that exceeds expectations and leads to increased revenue and retention with assigned clients and (2) overseeing the execution of all client-related services.
Function 1: Drive exceptional client relations that exceed expectations and leads to increased revenue and client retention. The CSM will work directly with clients' designated technology champions, often C-Suite members, to ensure seamless execution of the technology roadmap and day-to-day IT support. They work to develop and implement client service strategies that will increase revenue while providing an exceptionally positive experience for all the client accounts they are responsible for. The CSM ensures clients receive exceptional service while Parasol Alliance's revenue goals are supported.
Responsibilities
• Serve as the dedicated point of contact for their assigned sites providing support for satisfaction questions, regularly scheduled client meetings, budgeting and strategic planning.
• Oversight and accountability for client happiness. Ensure that Parasol Alliance exceeds client expectations at every level.
• The CSM is responsible for client experience, success and relationship management including oversight of customer satisfaction measurement and reporting.
• Oversight of client communication at all levels including site ticket review, project management, critical issues, procurement and client satisfaction enquiries.
• Act as a liaison between all internal Parasol Alliance departments to address issues, plan strategy and oversee the customer experience from first impression through the entire client lifecycle.
• Follow client relations procedures, i.e. monthly, quarterly and annual client processes by defined standards to achieve or exceed department metrics.
Function 2: Oversee the execution of all services and technology projects within the scope of the client's full-service contract. By following established procedures and policies for implementing and managing all client- related services for their assigned clients, the CSM serves as the technology strategist for the client accounts they are responsible for. In this function the CSM is responsible for oversight of the client's technology strategy, annual reviews, quarterly meetings, quality assurance of service delivery and budgeting.
Responsibilities
• Oversight of the client technology strategy process from three-year strategic roadmaps.
• Oversee the annual review process with each client to ensure client satisfaction targets are met and roadmap project alignment.
• Work with each client on their annual budget planning to adequately prepare for the coming year's technology initiatives.
• Lead quarterly meetings and ongoing review, execution and support of the client's strategic technology objectives within the roadmap.
• Oversight and execution of the change management communication process with clients including notifications, approvals and resolutions following change management and client communication standards
• Follow client service policies and procedures, ie change management, critical issues, project management, site ticket review, and procurement by defined standards to achieve or exceed department metrics.
• Oversight of the client procurement processes including quotes, contract management and ongoing purchasing needs for their assigned sites.
Requirements
• Healthcare experience preferred; long-term healthcare support experience is a plus.
• Proven ability to develop, implement and manage operational strategy
• Excellent communication and customer service skills are required
• Ability to handle difficult situations and influence all levels of a company
• The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed.
Position Metrics
Drive exceptional client relations that exceeds expectations and leads to increased revenue and client retention
1. Metric: Execution of client satisfaction standards on a defined basis by metric.
2. Metric: Ongoing client meetings are held 95% of the time, based upon client expectations.
3. CSM tasks are adhered to 90% of the time.
4. Metric: New Clients - Successful onboarding achieved, defined as adherence to onboarding policies and procedures standards 90% of the time.
5. Metric: Maintain a 90% SLA for all client communications.
6. Identify and Support cross-sell for all revenue verticals in partnership with the growth team.
Position Expectations
Within the first 30 days the Client Services Manager will be accountable for:
• Learning and adhering to department policies and processes
• Reviewing the About Us information for all assigned sites
• Transitioning assigned sites including scheduling and attending client meetings
• Managing assigned client sites' procurement processes
• Demonstrating competency in role responsibilities based on the above metrics.
Benefits
• Cell phone/internet reimbursement
• Medical, dental, vision, 401k
• Responsible paid time off
• Certification reimbursement
