Client Services Manager (Hybrid)

Client Representative Manager

In this Individual Contributor role, you will oversee every aspect of the client experience, from working with the initial project team that creates and implements a new account, to the day-to-day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices if applicable. We enable our clients to profitably exceed customer expectations by taking on the complexity of their business and transforming it into a seamlessly orchestrated customer experience. From printing and mailing various forms of communications, billing, online payments, or customer care, your customers become ours.

This role will include supporting customers directly as well as engaging technical resources to assist with technical/complex issues. The role requires a positive attitude, superlative communication skills, excellent command of the English language and the ability to work efficiently, effectively, and independently in a fast paced and potentially stressful environment.

Additional Responsibilities Include Our Client Services Manager will be responsible for partnering with clients ensuring business objectives are met with the goal of increasing revenue & profit, retaining the client’s current business, and introducing new products and services.

Client management

· Manage overall client relationship; Build strong rapport with client and client’s team

· Introduce initiatives and solutions that grow the client’s revenue and profit

· Provide governance for contract adherence

· Set expectations and deliver results accordingly

· Instill strong business ethics and sense of urgency in a matrixed business environment

· Work collaboratively across all departments

· Partner with our Project Management Team on implementation of projects through closure and ensure client receives appropriate communication once completed.

· Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction

Strategic Responsibilities

· Work closely with clients and peers to understand and anticipate their needs

· Think through and solve complex problems; proactively provide mitigation for future problems

· Understand and interpret market research, analysis, white papers and data to provide insights to clients to effect positive business changes

· Stay informed of current industry best practices; working with clients and internal cross-functional teams to apply best practices where appropriate

Tactical Responsibilities

· Interpret and understand KPI’s, contracts, and SLA’s

· Demonstrate innovative thinking and strong problem-solving skills

· Serve as client advocate within the company as well as company advocate to client

· Must be able to fully set up customer information in the appropriate sites

· Must be able to learn several CRM Tools that assist with customer requests

Requirements

· Minimum of 2 years’ experience using a case management system (Salesforce is preferred)

· Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment

· Strong demonstrated oversight for handling complex client issues

· 3PL is highly preferred working with premium brands

· Background with Continuous Improvement and Project Management is recommended

· Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook

· Generate quotes Submit print/insert tests as needed

· Regularly attempt to connect with clients and strengthen relationships

· DIBS changes

· Strong written communication skills

· Comfortable and effective verbal communication

· Critical thinking/problem solving abilities

· Desire to take care of the client, even if it requires extra work

· Drive to improve and succeed

· Enjoys making personal connections with the clients

· Provides feedback and ideas for process and/or workflow improvement

· Aware of when to escalate an issue

· Highly organized

· Attention to detail

· Consistently accurate output

· Dependable

· Ability to multitask successfully

· Team player

· Ability to prioritize based upon workload

· Respects and utilizes the processes in place

· Thorough documentation and execution of tasks

· Successful time management
 

Physical Demands (Hybrid)

While performing the essential duties of this job, the employee is regularly required to sit for prolonged periods of time, walk, stand, stoop, kneel, look intently on a computer screen, use hands/fingers, to type and use mouse; reach with hands and arms; and talk and hear. The employee may also be required to do moderate lifting no more than 20 lbs. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Regular and predictable in office attendance of up to 3 days per week is required (unless discussed with management). Some additional travel may be required. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.