Client Experience Manager

Exela Technologies • Indianapolis, IN

70d

About The Position

The Client Experience Manager will be responsible for all aspects of operating day-to-day services at clients site and supporting the on-site non-exempt Exela team. In order to achieve these objectives, the Client Experience Manager (CEM) will be expected to maintain a high level of client contact and client satisfaction (SLA attainment) and develop site personnel to meet or exceed client and Exela objectives.

Requirements

• Undergraduate degree preferred but not required.
• Proven leadership experience required; minimum 1 year leadership experience within the service industry.
• Effective client relationship building skills, and uses creative solutions to exceed client expectations.
• Demonstrates good judgment under pressure, and works well in a multi-tasking environment.
• Strong problem-solving skills and analytical abilities, with the ability to identify issues, analyze root causes, and develop effective solutions.
• Effective written and verbal communication skills; proven analytical skills.
• Solid, basic mathematical skills required.
• Excellent planning, prioritization and organizational skills.
• Proven experience in high volume/fast paced environment.
• Commitment to delivering exceptional service quality, driving continuous improvement, and fostering a customer-centric culture with the organization.
• Computer proficiency in email environments, MS Word/Excel or similar programs.
• Relevant industry specific certificates a plus (MQC, CMDSM, etc.)

Responsibilities

• Quality/Workflow compliance - demonstrate commitment and enthusiasm and utilization of quality tools to drive SLA attainment and exceed client expectations. Ensure service levels are clearly communicated, understood, and performed by on-site staff.
• Effectively understands and communicates client goals and works towards successful attainment of provided goals.
• Perform site activities due to unanticipated volume increases, staffing coverage issues and/or special project needs requested by clients.
• Coordinate workflow within the team, including prioritizing jobs and delegating duties to associates.
• Create a positive atmosphere of professionalism and support; provide honest and timely verbal and written feedback to employees.
• Perform administrative tasks, provide volumes/billing inputs to one-up Manager & Client, and ensure adherence to company policies and guidelines.
• Perform all functions in HR Portal to include time and payroll authorization, training approval and vacation approval.
• Utilize technology to perform tasks efficiently and communicate effectively both orally and written.
• Understand basic information on core Exela service/solutions offerings.

What This Job Offers

• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees