Client Success Manager

POSITION SUMMARY:

The Client Success Manager will be responsible for the overall well-being of dedicated clients and team members. The Client Success Manager must ensure the company is performing at its highest potential with oversite on the amount of work needing to be completed on each account. The Client Success Manager must assure high levels of productivity and efficiency while seeking to reduce costs. The Success Manager must communicate client and team member needs effectively and timely to achieve company goals. The Success Manager must understand staffing requirements and training needs of each client and team member they manage. The Customer Success Manager must be able to analyze data and communicate findings.

DUTIES & RESPONSIBILITIES:

Work as the lead point of contract for all matters specific to a client account

Manage a team of Account Managers and AR Specialists with emphasis on:

Collector efficiency

Invoice Touches

PTO Requests

New employee and annual reviews

Corrective Action Plans

Maintain and build strong, long-lasting relationships

Assist with challenging client requests or issues escalations as needed

Identify new business opportunities with existing clients

Solicit employee feedback and respond timely

Identify and address problems and opportunities for the company

Achieve and maintain standard levels of service

AR over 90 <15%

Write offs <7%

Collections >90%

Ensure client work is completed on time

Determine company needs and connect departments or groups to work together to solve problems

Collaborates with executive leadership for onboarding of new clients and projects for existing

Collaborates with team members to ensure seamless business execution, reinforce positive moral, and uphold company values

Consult with trainers, other managers, and executive leadership

Pro-actively solves problems and provides timely resolution to ensure minimal impact on the company and its client

Work on multiple projects simultaneously and adapt to changing priorities

Meet multiple project deadlines while maintaining accuracy and attention to detail

Display commitment to quality service through appropriate follow through, urgency and persistence

Help promote a company culture that encourages top performance and high morale

Performs other duties as assigned

QUALIFICATIONS & EXPERIENCE:

Proven work experience as a Senior AR Specialist, Account Manager or other lead role

Demonstrate the ability to communicate, present and influence leadership at all levels of an organization, including executive level

Experience delivering client-focused solutions to customer needs

Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), Claims, Clarity and Smartsheet

Strict adherence to company philosophy/mission statement/vision and goals

Excellent interpersonal skills and communication with all levels of management and employees

Critical thinker who can analyze situations and make decisions that support company goals and help to solve problems

Strong verbal skills with a mix between soft and hard skills

Strong motivational and listening skills

Strong written communication skills

Strong project management skills with the ability to help coordinate multiple projects

Organized and able to create multiple timelines and schedules

Able to multitask, prioritize, and manage time efficiently

Able to analyze problems and strategize for better solutions

PHYSICAL EFFORT:

Work time will be spent sitting approximately 95% of the time, standing and walking approximately 5% of work time. PC Keyboarding will constitute approximately 80% of work time. May require some travel.

ACU-Serve is an equal opportunity employer and is committed to providing a workplace that is free of discrimination of all types and promotes diversity, inclusion, and respect. We prohibit discrimination and harassment of any kind based on race, color, sex, gender, religion, creed, sexual orientation, national origin, age, disability, genetic information, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization. ACU-Serve makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Originally posted on Himalayas