Client Support Consultant-Senior FS

Deluxe•Buford, GA

20d

About The Position

Owns support for all operational activities between Deluxe and clients determined by tiers of FI clients and solution (product or service) being supported. Coordinates overall change management activities with clients post-implementation manage issue resolution through levels of severity working with technical resources up to product management. Manages operational changes driven by client or Deluxe and procures necessary resources (labor and $$s) through required channels (business planning council, senior leaders, etc.) to adequately support change. Ensure formal project management approach/principles in place for larger scale and more complex changes. Owns issue management for dedicated clients and solution that is being supported which includes implementation of immediate corrective actions for the client and longer-term corrective actions to ensure root cause is eliminated permanently. Manages issues within a defined standard process. Example: level 1 - call center, level 2 - client support expert, level 3 - product management. Supports “pre-implementation” support activities directed by sales to ensure client support post-implementation is clearly understood and meets Deluxe sales and client expectations.

Requirements

Bachelors in Business Management and 3 years experience or HS/GED and 7 years experience.
Knowledge of the changing landscape in the compliance and R&F space with FI.
Knowledge of the marketing services space for FIs and strong data analytics and DMS capability understanding.
Must be 18 years of age or older

Nice To Haves

Strong facilitation skills and ability to influence.
Strong communication skills both written and verbal.
Presentation skills.

Responsibilities

Owns support for all operational activities between Deluxe and clients
Coordinates overall change management activities with clients post-implementation
Manages issue resolution through levels of severity working with technical resources up to product management.
Manages operational changes driven by client or Deluxe and procures necessary resources
Ensures formal project management approach/principles in place for larger scale and more complex changes.
Owns issue management for dedicated clients and solution that is being supported which includes implementation of immediate corrective actions for the client and longer-term corrective actions to ensure root cause is eliminated permanently.
Manages issues within a defined standard process.
Supports “pre-implementation” support activities directed by sales to ensure client support post-implementation is clearly understood and meets Deluxe sales and client expectations.