Client Service Manager (Hybrid - PHX)

Phoenix, AZ
Full Time
Client Services
Mid Level

Job Definition

In this role, you will oversee every aspect of the client experience, from being a part of the initial project team that creates and implements a new account, 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.  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. To bring order to service orders, billing, 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 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.

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
  • Oversee implementation of projects through closure and ensure client receives appropriate communication
  • 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 OPACS/ERP

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
  • Background with Continuous Improvement and Project Management is recommended
  • Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook
This is a hybrid position based out of Phoenix, AZ.
You will be expected to work onsite 3 days per week.
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