Client Services Manager (Onsite)

Parasol Alliance•Kansas City, MO

5d•Onsite

About The Position

The Client Services Manager (CSM) has two primary functions: driving exceptional client relations that exceed expectations and support revenue growth and retention, and overseeing delivery of client-related services. The CSM works with clients’ designated technology champions, often C-suite members, to support implementation of technology roadmaps and day-to-day IT support. The role develops and implements client service strategies and supports company revenue goals while providing a positive experience to assigned accounts. The CSM serves as the dedicated contact for assigned client sites and oversees client satisfaction, communication, service delivery, technology strategy, annual reviews, quarterly meetings, quality assurance, and budgeting. The position also coordinates across internal departments and oversees projects, change management, procurement, and other services covered by clients’ full-service contracts. The company describes itself as a virtual company that offers work from home, responsible time off, and bonus opportunities. However, the position title specifies onsite work. Applicants residing in California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, or Washington, D.C. are not currently being considered.

Requirements

Proven ability to develop, implement, and manage operational strategy.
Excellent communication and customer service skills.
Ability to handle difficult situations and influence all levels of a company.
Self-motivated and self-structured, with a drive to take on challenges and succeed.

Nice To Haves

Healthcare experience is preferred; long-term healthcare support experience is a plus.

Responsibilities

Serve as the dedicated point of contact for assigned sites, including addressing satisfaction questions and coordinating regularly scheduled client meetings, budgeting, and strategic planning.
Oversee and remain accountable for client happiness, ensuring client expectations are exceeded.
Manage client experience, success, and relationships, including oversight of customer satisfaction measurement and reporting.
Oversee client communication concerning site ticket reviews, project management, critical issues, procurement, and client satisfaction inquiries.
Liaise across internal departments to address issues, plan strategy, and oversee the customer experience throughout the client lifecycle.
Follow defined client relations procedures and standards for monthly, quarterly, and annual processes to achieve or exceed department metrics.
Oversee client technology strategy, including development of three-year strategic roadmaps.
Oversee annual client reviews to support satisfaction targets and alignment of roadmap projects.
Work with clients on annual budget planning for upcoming technology initiatives.
Lead quarterly meetings and ongoing review, execution, and support of clients’ strategic technology objectives.
Oversee and execute client change-management communications, including notifications, approvals, and resolutions, following established standards.
Follow client service policies and procedures for change management, critical issues, project management, site ticket review, and procurement.
Oversee client procurement processes, including quotes, contract management, and ongoing purchasing needs for assigned sites.
Support cross-selling across revenue verticals in partnership with the growth team.
Within the first 30 days, learn and follow department policies and processes; review About Us information for assigned sites; transition assigned sites, including scheduling and attending client meetings; manage assigned sites’ procurement processes; and demonstrate competency against role metrics.