Client Services Manager

Parasol Alliance•Remote (MI, US), MI

11d•Remote

About The Position

The Client Services Manager (CSM) has two primary functions: driving exceptional client relationships that increase revenue and retention, and overseeing delivery of client services and technology projects. The CSM works with clients’ designated technology champions, often C-suite members, to support the technology roadmap and day-to-day IT support. They develop and implement client service strategies, support company revenue goals, and aim to provide a positive experience across assigned accounts. The CSM is the dedicated point of contact for assigned sites and oversees client satisfaction, communications, technology strategy, service delivery, and procurement. The role includes developing three-year technology roadmaps, leading quarterly meetings and annual reviews, supporting annual budget planning, and ensuring projects and services are executed according to established policies and standards. During the first 30 days, the CSM is expected to learn department policies and processes, review information about assigned sites, transition assigned sites by scheduling and attending client meetings, manage procurement processes, and demonstrate competency against role metrics. Parasol Alliance describes itself as a virtual company offering work from home. Applicants residing in California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, or Washington, D.C. are not 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.
Ability to work in a largely self-motivated and self-structured role, with a drive to be challenged and succeed.

Nice To Haves

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

Responsibilities

Serve as the dedicated point of contact for assigned sites, providing support for satisfaction questions, scheduled client meetings, budgeting, and strategic planning.
Oversee and remain accountable for client happiness, ensuring the company exceeds client expectations.
Manage client experience, success, and relationships, including oversight of customer satisfaction measurement and reporting.
Oversee client communications concerning site tickets, projects, critical issues, procurement, and client satisfaction inquiries.
Coordinate with internal departments to address issues, plan strategy, and oversee the customer experience throughout the client lifecycle.
Follow monthly, quarterly, and annual client-relations procedures and standards to meet or exceed department metrics.
Oversee client technology strategy, including 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.
Follow client-service policies and procedures for change management, critical issues, project management, site-ticket review, and procurement.
Oversee procurement for assigned sites, including quotes, contract management, and ongoing purchasing needs.
Identify and 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 information for assigned sites, transition sites and attend client meetings, manage site procurement, and demonstrate competency in role responsibilities.