Client Support Manager I

Vericast • San Antonio, TX

14h

About The Position

The Client Support Manager I coordinates the implementation and day-to-day execution of Harland Clarke Contact Center Services programs. The Client Support Manager I serves as the primary point of contact for their clients on a daily basis, and as a liaison between the client and all supporting internal Harland Clarke resources. The Client Support Manager I is responsible for fostering a positive client-company relationship. The Client Support Manager I coordinates the implementation and day-to-day execution of Harland Clarke Contact Center Services programs. The Client Support Manager I serves as the primary point of contact for their clients on a daily basis, and as a liaison between the client and all supporting internal Harland Clarke resources. The Client Support Manager I is responsible for fostering a positive client-company relationship.

Requirements

• Requires a bachelor’s degree in business, marketing, communications or a related field, or requires knowledge, skill and mental development equivalent to the completion of four years of college, with courses in business and/or marketing.
• Entry level contact center or direct marketing account management experience or any equivalent combination of training and experience.
• Mainly working on smaller accounts. Requires the ability to plan and prioritize projects and to manage them from conception to conclusion, including identifying and resolving problems to ensure project accuracy and timelines.
• Requires the ability to develop and maintain strong working relationships with both the client and internal team members. Requires strong problem solving and negotiation skills.
• Requires the ability to express ideas clearly both verbally and in writing. Requires strong presentation skills.
• Requires the ability to carry out duties and responsibilities in an organized and detail-oriented manner. Requires the ability to be self-motivated towards the achievement of established timelines and goals.
• Requires the ability to complete assigned tasks in accordance with set deadlines. Requires the ability to work within a team environment.
• Requires the ability to maintain confidentiality while working closely with the client regarding all aspects of a campaign. Requires the ability to monitor expenses and work within a defined budget.
• Requires the ability to travel. May require working knowledge of direct marketing and demand generation principles and practices.
• Personal computer utilizing a Microsoft Windows environment: Word, Excel, Power Point

Responsibilities

• Serves as the main point of contact for the client regarding project initiatives: Serves as the owner and liaison for client projects by channeling all project-related communications with the client, outside vendors, internal team members and other company team members. Schedules and leads meetings and conference calls with the client and team members to review project initiatives and communicate updates on the progress, opportunities and financial implications of activities. Facilitates meetings with client and internal resources. Hosts client onsite visits as applicable. Conducts formal presentations. Travel to client or company locations may be required. 30%
• Day-to-day execution of Contact Center Solutions programs: Understands and supports the client program and project needs. Responsible for program implementation and setup; client communications; reporting retrieval, analysis and distribution; lead submission as applicable for the client campaigns. Ensures client satisfaction through oversight of service delivery and SLA attainment as applicable. Ensures project success through the identification and implementation of process improvements as necessary. Evaluates client requests against Project Work Orders to ensure contract adherence. Manages and supports several programs independently and simultaneously while meeting all deadlines. 30%
• Maintains documentation related to the client campaign: Follows all processes for project management documentation to include, program set up, internal change notifications, ServiceNow requests, etc. Maintains timely and accurate documentation in SharePoint and other online folders for all assigned projects. Develops status reports for assigned projects and distribution to team members. Develops written communications to inform team members of any changes in client requirements, project objectives and project roles. Maintains client requests and approval documents on items such as change orders. 30%
• Supports Marketing Services financial goals for monthly revenue and EBITDA targets : Provides estimated revenue on a weekly basis for all projects supported for the CCS forecast, including variance justification. Prepares monthly client billing for Accounting and supports accrual activities. Submits monthly invoices to client as applicable. Participates in CCS program profitability reviews. Supports pursuit and deployment of additional programs or growth opportunities with clients 10%

Benefits

• Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K with company match and generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees