Client Success Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Develop and implement effective administrative systems and processes to optimize daily operations.

• Ensure all administrative activities are documented accurately and promptly, maintaining thorough records.

• Establish and oversee best practices for document management, data integrity, and information security.

• Manage IT/SNOW (or a similar incident management system) Problem Tickets by opening, checking, reporting, and assisting in resolution to fulfill customer needs and concerns.

• Provide updates, report issues or concerns, and discuss ongoing projects related to the Voice of the Customer with the Service Enablement Leader and/or Department.

• Design and implement comprehensive strategies aimed at improving overall customer experience and satisfaction.

• Conduct regular analyses of customer feedback, service metrics, and performance data to identify trends and opportunities for enhancement.

• Collaborate with various departments to create and execute initiatives that address customer expectations and needs.

• Foster a customer-centric culture throughout the organization, ensuring all interactions uphold high standards of excellence.

• Address and resolve complex customer issues and complaints with empathy and efficiency, aiming to transform challenges into improvement opportunities.

• Assist the Client Implementation Team in ensuring a smooth transition from implementation to the Operations and Maintenance phase of contracts, attending all Client Implementation meetings for assigned customers.

• Act as the Primary Point of Contact for customers during the Operations and Maintenance phase of contracts.

• Ensure compliance with business rules and continuous delivery of all contract requirements and service levels.

• Serve as the key contact for internal and external stakeholders, promoting clear communication and effective relationship management.

• Consistently achieve and surpass the Annual Operating Plan (AOP) revenue and margin targets for assigned customers through strategic initiatives, collaborative efforts, and effective performance monitoring.

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

• Support strategic planning and decision-making for assigned customers by providing relevant insights and recommendations.

• Facilitate regular interactions between customers and Sales and Product Teams.

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

• Oversee and enhance daily operational processes to align with organizational goals and objectives.

• Assist with quality, accuracy, and compliance audits.

• Manage the invoicing process, including the preparation, review, and approval of invoices to uphold financial integrity.

• Ensure timely renewal of assigned contracts, including the exercise of contract option years and support for the Global Bid Team as needed.

• Provide assistance for court and administrative hearings as required.

• Stay informed about changes to applicable laws and regulations affecting assigned customers.

• Collaborate with various departments to enhance workflows, improve communication, and resolve operational challenges.

⛳️ Requirements

• Bachelor’s degree in business administration, management, or a related field; a Master’s degree or MBA is preferred.

• Extensive experience in program management, executive administration, or a similar role, demonstrating a successful track record.

• Strong expertise in enhancing customer experience and driving operational improvements.

• Exceptional organizational, communication, and problem-solving abilities.

• Proficient in Microsoft Office (Excel, Word, PowerBI).

• Willingness to travel to client locations as necessary, including overnight stays if required.

• Must pass a NLETS background check.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options