What are the responsibilities and job description for the Client Services Manager position at Channel Fusion?
The Client Services Manager is responsible for overseeing the day-to-day management of assigned accounts within an Account Services team, ensuring exceptional and consistent client service is provided. This role requires a candidate who can resolve complex client issues and drive continuous improvement in client programs and processes. This position will collaborate closely with other teams to ensure a seamless client experience and maintain high levels of client satisfaction and retention.
Responsibilities:
- Serve as appropriate level of client contact on all assigned accounts. Respond to all client inquiries and manage all status meetings. Ensure appropriate client service issues are escalated as necessary.
- Assist in facilitating and leading client meetings and quarterly business reviews and annual strategic planning. Ensure all reporting is accurate and deliver metrics and business review documents for each assigned client.
- Gather clientrequirements via workshops, meetings, site visits, scenarios, and other methods.
- Identify and establish scope and parameters of business requirements on a project-by-project basis to define outcome criteria and metrics.
- Work with stakeholders and project team to prioritize collected requirements.
- Research, review, and analyze existing functionality in clientportals to develop strategies for enhancing or further leveraging the functionality.
- Optimize customer experience across our solution platform.
- Liaison between the operations and technology team when launching new programs and technology features.
- Track and monitor technology requests for account projects including prioritization, scope and progress. Take the lead in coordinating business review of client acceptance testing and quality assurance of new system functionality.
- Communicate changes, enhancements, and modifications of business requirements – verbally and through written documentation – to project managers, sponsors, and other stakeholders so that issues and solutions are understood.
- Coordinate and prepare the account team and client stakeholders for the rollout of new functionality and programs. Liaison with client contacts and account team to demo and train new users on new functionality with reports.
Knowledge, Skills, and Abilities:
- Bachelor’s Degree in Business, Marketing, Communication or similar field.
- Minimum of two to five years' experience in marketing agency, customer success, or client management experience.
- Client centricity focus.
- Strong data analysis skills.
- Technology minded.
- Demonstrated leadership skills and ability to take initiative.
- Excellent verbal, written, and interpersonal skills.
- Strong organizational, multi-tasking, and prioritizing skills.
Job Type: Full-time
Pay: $50,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- Customer Success: 2 years (Preferred)
- Account Managemente: 2 years (Preferred)
Work Location: Hybrid remote in Hiawatha, IA 52233
Salary : $50,000 - $70,000