Senior Client Service Manager

Senior Client Services Manager

Job Summary:

Our Senior Client Services Managers serve a vital role, directly supporting our company’s purpose to go beyond ordinary in our pursuit of service excellence. You will help oversee every aspect of the client’s experience, from being a part of the initial project team responsible for setting up and implementing 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 and oversight of their monthly invoices. You’ll manage relationships with both our clients as well as internal departments and will need to thrive in a fast-paced environment, requiring self-starting initiative, and a desire to remain client focused.
 

· Manage assigned clients, building relationships, and providing professional communication

· Serving as the client’s advocate and champion, work cross functionally with multiple internal departments to meet their business requirements and needs

· Monitor and coordinate the reporting process, tracking production statistics and service level agreements

· Lead invoicing reports and spreadsheets in support of client billing efforts

· Participate in various projects to assist throughout a customer’s life cycle and growth, as well as internal, company special projects

· Must be able to fully set up customer information in Axapta (billing, BOM’s).

· Must be able to manage commercial client base as well as government contracts (or clients with similar complexity)

· Must fully understand postal terminology and internal processes

· Must be able to coordinate projects for existing customers

· Demonstrate ability to effectively train

· Must exhibit critical thinking skills by being able to provide clear, rational analysis and in-depth information related to process issues

· Performs job requirements and follows processes as communicated; makes suggestions for improvements

· Proactively manage file receipts process. I.e., audit incoming files and notify clients if files have not been received

· Review preliminary invoices, billing instructions, make changes as necessary to ensure accurate billing

Position Requirements:

· Associate degree or equivalent work experience

· Three or more years of experience in Client Services role

· Exceptional client service focus

· Demonstrated verbal and written communication skills

· Ability to manage multiple accounts and tight deadlines while remaining calm under pressure

· Proven ability to manage change, deal with multiple priorities, and handle confidential information

· Demonstrated organizational, planning and time management skills

· Proven attention to detail and accuracy

· Demonstrated teamwork, partnering, and influencing abilities

· Self-directed initiative with a thirst for knowledge and desire to learn

· Strong problem-solving skills and creative thinking abilities

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