Job Description
This position will be responsible for maximizing and growing business from existing client relationships, working with partners to increase current business, and working directly with internal teams to implement new initiatives for existing clients. This individual will act as the primary relationship contact to a defined customer base and has the ability to synthesize information obtained through internal and external contacts, reports, conferences and other industry events to apply solutions to obstacles that face this client base. The Client Services Manager will understand business needs, satisfy client expectations, act as the voice of the client to internal parties, and work cross functionally with various departments to ensure programs are successful from launch to future support and growth.
- Act as the primary relationship contact of a large client base; respond effectively and timely to client inquires, questions, issues and recognize trends across the partner groups
- Act as a lead in identifying areas of opportunity with existing clients to maximize potential client sales and account volumes
- Craft conversations and materials around what opportunity looks like to clients; be able to speak to multiple organization levels (from AP Manager to CFO/CEO) with a high level of comfort. Able to have conversations in multiple settings: by phone, in person, or in larger groups leading training or at a conference
- Train clients at all levels on our internal tools and systems
- Assisting clients to reengineer existing processes for best practices and cost savings
- Ensure client satisfaction through periodic client meetings, quarterly business reviews, travel and discussions covering new initiatives and opportunities to expand the program
- Prepare reviews of business performance for clients and perform trend analysis for client satisfaction and profitability. Assemble client reporting and conduct complex data analysis.
- Research accounts and issues that are experienced by clients. Responsible for problem resolution by working as an intermediary between clients and operations.
- Manage delivery of post-mortem / root cause analysis as required
- Act as a subject matter expert of your vertical and client base thoroughly understanding the underlying technologies and communicating those features to current and future clients
- Flexible work schedule, but client needs always come first
Required:
- 5 to 7 years experience in finance and accounting
- Proven ability to build and maintain strong working relationships, internally and externally, with all levels of the organization
- Excellent qualitative and quantitative analytic skills – quickly summarize and identify trends in reporting/ data, and from conversations/meetings, and then identify areas of business opportunity and respond with solutions in an independent setting
- Able to speak to multiple organization levels (from owner to sales associate) with a high level of comfort. Able to have conversations in multiple settings: by phone, in a store setting, or in larger groups leading training or at a conference
- Ability to create work schedule, action plans and identify areas of growth with minimal direction
- Excellent self-motivation skills, positivity, strong sense of resiliency and flexibility
- Able to prioritize and manage multiple high profile clients and projects simultaneously
- Sense of urgency for goal achievement, with strong commitment to driving results
- Ability to meet deadlines consistently with high quality work
- Ability to inspire, motivate and engage the commitment of others
- Ability to influence, negotiate, respond-in-the-moment and problem solve
- Ability to travel up to 20% (at times with short notice)
- Bachelor’s degree or equivalent experience required
Preferred:
- Experience with creation of and ability to present executive level presentations
- High level of proficiency in Outlook, Word, Adobe Acrobat, Excel, Power Point and Web Based Training