This role is responsible for increasing client satisfaction, retention, and growth by efficiently delivering competitive services through a fully integrated organization staffed by knowledgeable, client-focused professionals. Maintains oversight of functions within Client Services which provides focused service from pre-sale consultation through initial post-sale client administration. Support in fostering strong, long-term partnerships with clients, consulting community and channel partners. Executes strategic and operational plan in support of business client service objectives and initiatives. Manages a team of professional employees and/or supervisors. • Drive innovation and growth by focusing on automation and/or process improvements that can positively impact resource capacity • Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems • Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary • Develops, trains, evaluates, and coaches staff to provide high service excellence while ensuring quality standards are met • Assesses individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met • Establishes a clear vision aligned with company values; sets specific achievable objectives and action plans; motivates others to balance customer needs and business success • Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together • Creates and maintains tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers. • Other duties as assigned Qualifications
Years of Experience: • 7-10 years of experience . Degree: • Bachelor’s Degree . Certification: N/A . Skills & Abilities: • Excellent analytical skills with a proactive nature • Strong organization skills with a drive to meet deadlines • An affinity for accuracy and efficiency • Proficiency in Microsoft Excel, Word (including mail merge) and Outlook • Strong verbal and written communication skills • An aptitude for prioritization and multi-tasking • Strong collaboration skills • A drive to learn and apply new concepts quickly • Experience with Salesforce CRM preferred