Client Solutions Manager

Duties and Responsibilities: 

• Act as the main Point of Contact (POC) for assigned clients.

• Present billing analysis with monthly recommendations/savings
• Handle escalations
• Availability – on call for one-off situations
• Work alongside the Senior Technical Support Specialist Team (where applicable) to manage assigned clients.
• Manage optimization meetings – creating/presenting
• Support implementation of new clients
• Support transition of established clients
• Manage monthly zero use projects
• Manage manipulation and completion of HR files
• Manage manipulation and completion of invoices
• Create/review monthly manager reports, SAP files, chargeback files, and allocations
• Lead recurring and one-off client calls to ensure client is always aware of account(s) status 
  • Complete agendas prior to every call and provide follow-up notes as a result of the call
• Maintain carrier relationships
• Assist with monthly audits and findings from auditor
• Manage Operational Guide updates
• Manage client portal updates
• Manage special report requests
• Manage yearly device projects
• Manage all reoccurring deliverables.
• Aid other teams for any Q&A related to their assigned clients
• Lead classes/trainings quarterly as needed for their assigned clients and for other teams
• Assist with implementing new clients
• Provide back-up support to other Client Solutions Managers when needed to meet deadlines
• Contribute process improvements
• Other duties may be assigned as necessary to meet client needs
• Maintain a current and continuing awareness of all Company polices related to Data Security (DS) and the protection of Personal Information (PI).        Perform all job duties in a manner that complies with those policies.   Report any suspicious activity as it relates to DS and/or PI to Management as soon as it is uncovered or suspected.   

Key Competencies:

• Escalation resolution
• Strong communication skills
• Strong knowledge of Microsoft applications (Excel, Word, Outlook)
• Attention to detail
• Problem solving/decision making
• Planning & organization skills
• Teamwork

Measurements:

• BDT and CDT Management
• Timely Optimization Delivery
• Timely Deliverable Completion
• Regular and Consistent communication with Client POCs
• Quality Auditing of client communications, deliverables, and accuracy

Requirements:

• Minimum 85% SLA achievement for deliverable completion (rolling three-month average)
• Minimum 90% SLA achievement for optimization completion (rolling three-month average)

Education/Experience:  

• High school diploma
• College degree preferred, not required  

Certifications/Licenses:  

• None required  

The hiring range for this position is $21.63 to 31.25. The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience.  The posted range reflects our ability to hire at different titles and levels depending on  background and experience.  The company reserves the right to offer additional compensation at its discretion, for example, in the form of a discretionary bonus or sales commission