What are the responsibilities and job description for the Manager - Client Operations position at Serviam Care Network, P.B.C.?
Manager - Client Operations
Serviam Care Network is operationalizing value-added services that impact senior living communities. Built by a movement, we believe the path to transformation begins with creating better journeys for all stakeholders. As a Delaware-based public benefit corporation (PBC), our purpose is embedded in our legal structure, ensuring that we build trust and protect our mission. We are committed to addressing the challenges of a fragmented system, and our goal is to create lasting, positive change in the senior living industry.
Position Overview:
Account Management – Serves as the primary point of contact for assigned clients, effectively communicating updates, addressing inquiries, and coordinating with internal teams to resolve issues. Accounts will start with identified operator investors, and then onboarded non-investors (this will be fluid based on the desired ratio of account management to account and the rate at which we onboard new customers).
Key Responsibilities:
Volume Retention and Growth
- Support Sales efforts in identifying opportunities to upsell, cross-sell, and expand existing client accounts to increase revenue.
- Support Sales efforts in tracking key account metrics, analyze client data, and provide regular reports to stakeholders on account performance and customer satisfaction
- Collaborate with sales and marketing to drive overall revenue growth.
- Collaborate with sales, marketing, and customer service teams to deliver a seamless client experience.
Collaborate with sales and marketing to drive overall revenue growth.
- Client Relationship Building
- Establish and nurture long-term relationships with clients through regular communication, proactive outreach, and personalized attention.
- Proactively identify and address client concerns, troubleshoot issues, and find solutions to maintain positive relationships.
- Collaborating with sales, marketing, and customer service teams to deliver a seamless client experience.
Training and Documentation
- Creating, maintaining, and distributing comprehensive training materials and documentation for Serviam Diagnostics products, services, or internal processes.
- Onboarding – assist sales team in the onboarding of net new clients – ensuring stability and scalability through proper training/documentation
- Community Engagement - writing user guides, tutorials, presentations, e-learning modules, quick reference guides, and other training content based on specific Serviam Diagnostics related services – related to but not limited to – LIS, Rev Cycle, CRM.
Internal Process improvement
- Collaborate with subject matter experts and technical teams to develop new processes and documentation to create efficiencies and scale.
- Continuous monitoring of feedback and identifying areas for improvement in training materials and delivery methods.
- Regularly updating and revising existing training materials and documentation to reflect changes in products, processes, or company policies.
- Strict adherence to CRM for all related issues and processes within accounts.
- As applicable, assist with initiatives of the Operations team and Diagnostics as a whole.
Professional Characteristics:
- Excellent communication, management, and interpersonal skills.
- Handles confidential information with discretion and integrity.
- Leads proactively, planning for both present and future.
- Confident in decisions and opinions while willing to take feedback.
- Leads with appropriate caution and pivots with changing business priorities.
- Possesses high degree of learning agility, develops understanding of the business and new situations quickly.
- Relationship builder and collaborator to engage all shareholders across all levels of the organization.
- Qualifications and Requirements:
- Strong attention to detail with the ability to identify trends and independently solve problems.
- Analysis and critical thinking skills.
- Expert in Microsoft Office Suite, including Excel.
Qualifications and Requirements:
- Strong attention to detail with the ability to identify trends and independently solve problems.
- Analysis and critical thinking skills.
- Expert in Microsoft Office Suite, including Excel.
Why Join Us?
- Be part of a mission-driven organization that is transforming how America cares for seniors and their families.
- Be part of a talented and dedicated leadership team passionate about growing in a dynamic environment and industry.
- Contribute to the ongoing success and evolution of One Serviam.
