Strategic Client Success Manager

Job Duties: 

·        Administrative

·        Develop and implement efficient administrative systems and processes to streamline day-to-day operations.

·        Ensure accurate and timely documentation of all administrative activities and maintain comprehensive records.

·        Implement and monitor best practices for document management, data accuracy, and information security.

·        Open, Check, Report, and help Resolve IT/SNOW (or similar incident management system) Problem Tickets to meet customer needs and/or concerns.

·        Report out updates, issues/concerns, and any ongoing projects related to Voice of the Customer to the Service Enablement Leader and/or Department.

·        Customer Experience

·        Design and execute comprehensive strategies aimed at enhancing the overall customer experience and satisfaction.

·        Conduct regular analyses of customer feedback, service metrics, and performance data to identify trends and areas for improvement.

·        Collaborate with various departments to develop and implement initiatives that address customer needs and expectations.

·        Create and help maintain a customer-centric culture across the organization, ensuring that all interactions meet high standards of excellence.

·        Address and resolve complex customer issues and complaints with empathy and efficiency, aiming to turn challenges into opportunities for improvement.

·        Executive Services

·        Assists the Client Implementation Team with efficient handover from implementation to Operations and Maintenance phase of contracts. Expected to attend all Client Implementation meetings for assigned customers.

·        Serves as the Primary Point of Contact for customers during the Operations and Maintenance phase of contracts.

·        Ensures adherence to business rules and ongoing delivery of all contract requirements and services levels.

·        Serve as a primary point of contact for internal and external stakeholders, ensuring clear communication and effective relationship management.

·        Consistently meet and exceed the Annual Operating Plan (AOP) revenue and margin targets for assigned customers through the implementation of strategic initiatives, collaborative and cross-functional work, and effective performance monitoring.

·        Prepare and review reports, presentations, and other materials for executive and departmental meetings, ensuring accuracy and clarity.

·        Assist in strategic planning and decision-making processes for assigned customers by providing relevant insights and recommendations.

·        Facilitate regular customer interaction with Sales and Product Teams.

·        Prepare and submit client change requests to Product Intake and/or BRQ team for evaluation and prioritization.

·        Operations

·        Oversee and optimize daily operational processes to ensure alignment with organizational goals and objectives.

·        Assist with quality, accuracy and compliance audits.

·        Oversee the invoicing process, including preparation, review and approval of invoices to maintain financial integrity.

·        Ensure the renewal of assigned contracts, including timely exercise of contract option years and assisting the Global Bid Team as required. 

·        Provide support for court and administrative hearings as required.

·        Stay updated on changes to applicable laws and regulations impacting assigned customers.

·        Collaborate with various departments to streamline workflows, improve communication, and resolve operational challenges.

 Qualifications:

·        Bachelor’s degree in business administration, Management, or a related field

·        Extensive experience in program management, executive administration, or a similar role, with a proven track record of success.

·        Strong background in enhancing customer experience and driving operational improvements.

·        Exceptional organizational, communication, and problem-solving skills.

·        Working knowledge of Microsoft Office (Excel, Word, PowerBI)

·        Willingness to travel to client locations as required (including overnight stays if necessary).

·        Required to pass a NLETS background check