Client Manager

Aldridge Pite, LLP • Honolulu, NV

33d • Remote

About The Position

The Client Manager is responsible for maintaining and enhancing relationships with clients and ensuring client satisfaction through periodic client meetings and discussions, monitoring of client systems, and driving productivity of work for assigned client. This dialog should cover service levels, plan utilization, client retention and performance. This position should also proactively manage and seek opportunities with clients to determine strategies to manage the client portfolio, including client SLAs and scorecards. Additionally, this position should work closely with operations staff, and may provide training within the firm on client specific directives. The ideal candidate will possess strong verbal and written communications skills, along with a solid knowledge of the industry. This is a fully remote position, and therefore requires a self-starter. The Client Manager is a professional level position that requires the ability to work both independently and as part of a team.

Requirements

• 3-5 years Default industry knowledge required
• college degree required
• Proficiency in Microsoft Excel, PowerPoint, and Word
• Highly organized with strong attention paid to detail and accuracy
• Excellent written and verbal communication skills
• Strong team player and able to work effectively in a team environment
• Self-starter with exceptional ability to identify and solve problems
• Able to adjust to the rapid pace of the Department and meet deadlines without sacrificing quality
• Able to occasionally work evenings or weekends in order to complete objectives
• Ability to travel occasionally as position requires (no more than once a quarter)
• Exceptional customer service skills
• Proven excellence in building and maintaining relationships
• Strong commitment to quality standards
• Proven prioritization and organizational skills
• Ability to work on multiple tasks simultaneously
• Ability to quickly react to change in a positive and productive manner
• Ability to handle all essential tasks that are assigned
• Ability to lead and deliver an excellent service to clients

Responsibilities

• Drive action plans around underperforming client portfolios
• Serve as an escalation contact and ensures client issues are addressed by the appropriate teams
• Ensure clients are aware of any change related processes and procedures including operational changes
• Partner with internal teams to facilitate timely resolution of issues or problems presented by clients and compliance
• Manage client expectations
• Solicit client feedback on firm’s performance
• Strategically focused and responsible for client satisfaction, maintaining client communication and the overall management of the client relationship
• Works to maintain and grow the client relationship while ensuring ongoing customer service
• Drive more volume in new states and existing states
• Build relationships with liaisons at clients
• Maintain appropriate escalation contacts at client
• Build knowledge and understanding around default portfolios in multiple states
• Know and understand client’s scorecard and metrics/SLAs inside and out
• Know and understand client directives or best practices inside and out
• Keep abreast of assigned client audits and findings
• Manage client’s volume trends, market share and performance
• Attend all assigned client calls and assist in management of calls
• Partner with operations to ensure that client feedback is communicated to appropriate department and push operations managers to meet client SLAs
• Weekly or monthly check in calls with client – one on one

Benefits

• Company Paid Life and Disability Insurance plans
• Medical, Dental and Vision Plans with Prescription coverage
• 401K Retirement Savings Plan
• Flexible scheduling (within reason, depending on position)
• Generous PTO plan for all full-time employees
• Full equipment station at no cost for remote employees, including dual monitors
• Employee Assistance Plan, offering free 24/7 counseling and consulting services to support emotional health and wellbeing
• Wellness programs and employee discounts
• Learning and development training opportunities for both personal and professional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees