Senior Manager, Client Services

Purchasing Power, Llc   •  

Atlanta, GA

Industry: Retail & Consumer Goods

  •  

5 - 7 years

Posted 173 days ago

This job is no longer available.

The Senior Manager of Client Services is responsible for leading, executing, and driving client operational and strategic initiatives which support the client experience. The role will partner with cross functional business groups to manage the on-boarding of new clients as well as deliver a high- quality client experience in day to day services. They will champion a best-in-class client experience across all transactional channels and platforms. The role will also partner with multiple departments to ensure seamless alignment on all client impacting initiatives and will champion change management efforts in the delivery of new or enhanced client experience systems. Strong leadership skills, communication and analytical ability is critical to the role as well as a strong technical acumen. They will report directly to the Director, Client Services.

Job Details:

  • Provide leadership to a client services team that conducts client on-boarding events as well as maintains accountability for the day-day service needs of clients.
  • Manage daily activities of team members and their various client interactions.
  • Set production and quality targets for team members while maintaining accountability- establish SLAs
  • Work with the leadership of internal groups (Finance & Accounting, Account Management, Marketing,
  • Operations, Technology, etc.) to ensure high quality client launches as well quality service targets.
  • Participate in improvement of client on-boarding process to ensure a high- quality, streamlined launch.
  • Make improvements to the day to day processes used to address client and broker needs
  • Develop and maintain high quality service levels and client retention measures to support client
  • penetration efforts
  • Manage projects that support the overall client service strategy as well as providing direction for
  • projects owned by direct reports
  • Communicate client escalations with account executive partners and leadership teams for problem resolution
  • Contribute to client retention strategy and penetration objectives through effective communication
  • Acts as a liaison between client service team and other business units for the purpose of communication as well as escalation and resolution of issues.
  • Works with analysts to define metrics, automate data collection, and synthesize relevant data
  • Conducts information gathering for root cause analysis of client related incidents
  • Develop procedures and establish standard metrics for client servicing
  • Provide monthly and ad hoc report on client service metrics.

Requirements:

  • 5-7 years leadership experience in a client facing role with excellent team management skills
  • Strong business acumen and project management skills
  • 3-5 years managing processes and technology in a B2B environment
  • 3-5 years hands on operations team management
  • 3-5 years Project management and or implementation experience
  • Excellent written and verbal communication skills (this includes excellent listening skills, concise
  • communication, and targeting the message to specific audiences)
  • Process improvement experiencerequired
  • Excellent interpersonal skills including influencing and relationship-building across functions
  • Strategic thinker with strong analytical and creative problem-solving abilities
  • Undergraduate degree or equivalent experience with a preference towards an MBA
  • Voluntary Benefits or brokerage community experience a plus
  • Must possess a positive professional company image to external customers
  • Operates with an external view - understands markets, competitors, and clients