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Client Services Manager

Client Services Manager

Job Description

JOB SUMMARY:

Advanced professional role requiring extensive skill and proficiency. Works independently with only administrative supervision on highly complex projects with extensive latitude for independent judgment. Expected to mentor others on staff and is a role model for rest of team. Effectively communicates with all levels of technical and non-technical personnel. Ability to provide communication on issues or complex information to a wide audience based on knowledge. Participates in strategic planning and direction. Develops, documents and implements standards, guidelines, direction and education on process/procedures for staff. Assigned to highly visible, sensitive and critical clients. Typically requires a minimum of 5 to 10 years banking or related financial industry experience. Customer service or client management experience - a plus.

Manages the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management of the client loyalty process. Demonstrates financial management and revenue achievement of assigned territory through use of appropriate tools to track accounts receivable, calculate service level credits and billing.

GENERAL DUTIES & RESPONSIBILITIES:

  • Develops strong working relationships with assigned clients and internal resources
  • Manages and communicates expectations internally and externally
  • Manages the service component of the client relationship
  • Conducts service value reviews
  • Educates clients on various internal processes and procedures assisting with awareness, navigation and self-help tools (note: this role is not responsible for opening up requests or being the direct point of contact for support or project related items)
  • Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings
  • Acts as an escalation point between client and request desk
  • Reviews variance reports and invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing issues and at times functions as a collection agent
  • Monitors monthly service level/availability management reports to identify possible trends in service level agreement (SLA) "misses" and contacts appropriate product area if "misses" fall within guidelines of a contractual penalty
  • In the event of a contractual penalty, calculates and processes service level credits, informs billing team, and notifies client on timing of credit receipt
  • Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time
  • Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager
  • May participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services that are offered
  • Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments
  • Other related duties are assigned as needed

Job Requirements

 

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, General Business, Human Resources
Education 4 Year Degree
Experience None
Manages Others Not Specified
Industry Consumer Products
Required Travel Not Specified
Job ID CSM
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Client Services Manager


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