Manager, Client Services

Office Location

Schedule

Department

Job Description

Overall responsibilities are to ensure client satisfaction and retention of current accounts, and to grow existing accounts through identification of opportunities to enhance services offered.

Responsibilities and Duties

1. Supports client satisfaction and retention through problem resolution and proper management of client requests and internal priorities.
   • Acts as primary client liaison by effectively managing and administering client requests.
   • Monitors both quantitative and qualitative operational performance indicators and proactively identifies ways to enhance program performance.
   • Supports Director on program modifications and assists with contract renewals.
   • Ensures programs continue to adhere to contracts through modifications.
   • Manages the on-going client relationship by arranging site-visits, facilitating meetings with internal customers, traveling to client site, etc.
   • Gathers information from clients about changing business conditions and feeds information about anticipated program impact to operations management.
   • Stays abreast of clients’ industry trends by identifying potential needs based on analysis of client data.
2. Ensures accurate and timely information is available both internally and to client through reporting, auditing and invoicing management.
   • Ensures accurate reports are created for internal and external purposes on a daily, weekly, monthly and as needed basis.
   • Provides accurate invoices for AFFINA clients including completing internal invoice spreadsheets and providing back-up documentation to clients as well as fielding invoice questions from client.
3. Identifies and shares revenue growth opportunities with the Director
4. Maintains knowledge of profitability of assigned programs and assists in identifying areas to improve profitability.
5. Provide Leadership and Development of Client Administrators and Client Coordinators.
6. Partners with the implementation team to fully implement new programs.
   • Leads functional departments to bring on new programs or to facilitate program changes.

Minimum Job Requirements

• BA/BS in Business Administration or related field or equivalent experience required
• 4–6 years professional experience, with 1–2 years managing client relationships or sales management
• Must be willing to travel internationally 30% of the time
• Working knowledge of call center environment preferred
• Demonstrated verbal and written communication to include sales, well-designed presentations, conflict resolution and the ability to interface with a wide variety of internal and external customers
• Intermediate knowledge of PC applications for word processing, spreadsheet, presentations, etc.
• Demonstrated ability to interact with all levels of the organization
• Demonstrated effective oral and written communication skills

Apply online

AFFINA is a drug free workplace. EOE M/F/D/V.