Client Services Manager - Suwanee, GA; On-site

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Job Definition

In this role, you will oversee every aspect of the client experience, from being a part of the initial project team that creates and implements a new account, the day-to-day communication and interaction critical to the monitoring and oversight of a client’s services, as well as the accurate and timely processing of monthly invoices. We enable our clients to profitably exceed customer expectations by taking on the complexity of their business and transforming it into a seamlessly orchestrated customer experience.

To bring order to service orders, billing, payments, or customer care, your customers become ours.

This position is onsite in Suwanee, GA

Client Services Manager responsible for overseeing all aspects of the client experience, including initial account setup, ongoing client communication, service monitoring, and timely processing of monthly invoices to support revenue growth and customer satisfaction.

• Partner with clients to ensure business objectives are met with the goal of increasing revenue and profit.
• Manage overall client relationship; build strong rapport with client and client’s team.
• Introduce initiatives and solutions that grow the client’s revenue and profit.
• Provide governance for contract adherence; set expectations and deliver results accordingly.
• Instill strong business ethics and a sense of urgency in a matrixed business environment.
• Work collaboratively across all departments; oversee project implementation through closure and ensure the client receives appropriate communication.
• Address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction.
• Support customers directly and engage technical resources to assist with technical/complex issues.

• Work closely with clients and peers to understand and anticipate their needs.
• Think through and solve complex problems; proactively provide mitigation for future problems.
• Understand and interpret market research, analysis, white papers, and data to provide insights to clients to effect positive business changes.
• Stay informed of current industry best practices; apply best practices with clients and internal cross-functional teams where appropriate.

• Interpret and understand KPI’s, contracts, and SLA’s.
• Demonstrate innovative thinking and strong problem solving skills.
• Serve as client advocate within the company as well as company advocate to client.
• Must be able to fully set up customer information in OPACS/ERP.

• Minimum of 2 years experience using a case management system (Salesforce is preferred).
• Previous experience delivering customer service across a diverse portfolio of software products in a SaaS environment.
• Strong demonstrated oversight for handling complex client issues.
• 3PL is highly preferred working with premium brands.
• Background with Continuous Improvement and Project Management is recommended.
• Demonstrated computer proficiency and working knowledge of Word, Excel, PowerPoint, and Outlook.

This position is onsite in Suwanee, GA

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Business Development and Sales
• Industries: IT Services and IT Consulting

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