Client Service Manager (Managed Services

JOB REQUIREMENTS: Client Service Manager (Managed Services)
DESCRIPTION/RESPONSIBILITIES: Requisition #: 18511 Functional Area:
Leadership; Client Service Employment Type: Full-Time Work Options: In
Office at Location Specified Above Work Hours: 8:00 am – 4:30 pm
Position Summary This leadership position is responsible for overseeing
the activities of the assigned client service staff to ensure all
customer requirements and deliverables are met on-time and with quality.
The client service manager will act as a bridge between Managed Services
clients and the service delivery team to ensure client satisfaction is
delivered in balance with maintaining profitability. In this role, you
will work onsite at our corporate campus with the occasional opportunity
to work hybrid once the onboarding period is complete. Job
Responsibilities Leads, develops and coaches team: Provides clear
expectations, feedback and recognition Participates in the
hiring/selection process Writes and conducts performance evaluations
and progress reports Handles associate relations issues Delivers
results in line with the following key metrics/accountabilities:
Revenue and gross margin objectives Clientloyalty and retention
objectives Service line Service Level Agreements (SLAs) and
productivity metrics Associate development and retention Maintains
superior client relationships by: Focusingon client compliance
Participating in client statuscalls Identifing, addressing, resolving
and communicating issues in a timely manner Actively participating in
annual client business reviews Actively participates in business
planning, new service development, partnership development and other
tactical processes and procedures to identify service enhancements.
Assists business line consultants and sales in closing complex Managed
Services business, including identifying needs around service deviations
required to secure business. Facilitates business process improvement
initiatives for the department and the company, along with building
recognizable sustained improvements for the client on services that are
provided. Acquires and maintains expertise with state and federal DOT
transportation regulations and vehicle legalization requirements.
Monitors and assesses regulatory changes, communicates regulatory
information to staff and clients, and assists in modifying services to
accommodate regulatory changes. Maintains an environment that is
focused on providing high quality services and outstanding client
service. Facilitates proactive account management principles,
inter-service communication and business unit integration. Manages
expenses in line with departmental budgets and corporate business
conditions. Maintains confidentiality of client information under the
FCRA, HIPAA, and other regulatory entities. Adheres to the
departments data security policies pertaining to FCRA, ISO 27001, and
the protection of PII (Personally Identifiable Information). Carries
out responsibilities in a fair, ethical and non-discriminatory manner
and ensure that staff follows these same guidelines. Enforces and
supports all company policies and procedures. Fully support the
companys commitment to safety and the environment and strives to
maintain a clean, healthy and safe workplace. Travel Requirement: 10% J.
J. Keller & Associates, Inc. isan Equal Opportunity Employer and does
not discriminate against any employee or applicant for employment
because of race, color, sex, age, national origin, religion, sexual
orientation, gender identity, status as a veteran, and basis of
disability or any other federal, state or local protected class. Nearest
Major Market: Oshkosh Nearest Secondary Market: Appleton Job Segment:
Business Process, Compliance, Service Manager, Law, Management, Legal,
Customer Service OTHER EXPERIENCE AND QUALIFICATIONS:
Qualifications Experience: 3 years of experience in
aclient-facingleadership role. Prior process improvement experience
required with exposure to Business Process Improvement methodologies and
toolsa plus. Prior experience within the transportation/vehicle
legalizationindustry desirable. Education: Bachelors Degree
inbusiness-related field. In lieu of bachelors degree, additional 3
years of closely related work experience may be considered. Other
Skills/Qualifications: Demonstrated ability to build rapport and
maintain a positive working relationship with key client contacts.
Ability to develop and implement growth plans and programs. Strong
verbal and written communication skills. Strong organizational and
project management skills. Independent analytical thinking skills.
Physical Requirements Work is performed primarily in a standard office
environment. Work involves operation of personal computer equipment for
extended periods of time. Occasional travel to offsite offices, customer
sites and/or industry and training events may also be required,
depending on assignment. APPLICATION INSTRUCTIONS: Apply
Online:
https://ars2.equest.com/?responseid=48fafefb3c0509caa2744801e19dee5c
Other: Applicants ONLY to apply via URL link provided!