Client Services Manager Resume Samples

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E Witting

Eleanore

Witting

923 Scotty Glens

Detroit

+1 (555) 286 1150

923 Scotty Glens

Detroit

Phone

p +1 (555) 286 1150

Experience Experience

Philadelphia, PA

Client Services Manager

Philadelphia, PA

Schuster and Sons

Philadelphia, PA

Client Services Manager

Prepare and provide reports to manager(s) on work in progress, address any backlogs, and provide a course of resolution to the Client Services Manager
Working closely with Account Manager and Sales Manager to review issues and successes on account, working out strategies to move forwards
Prepare and provide reports to manager(s) on work in progress, address any backlogs, and provide a course of resolution to the Client Services Director
Successfully leads and manages Client Service Professionals creating an environment that develops a high performing team measured by key performance indicators
Reviews departmental performance against key performance indicators and metrics and develop and execute strategies
Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions
Develops metrics and provides more complex analysis regarding telephone traffic, call distribution and service performance to management

Dallas, TX

Virtual Client Services Manager

Dallas, TX

Kilback Inc

Dallas, TX

Virtual Client Services Manager

Navigating and escalating effectively within Cisco
Navigating partner and customer procurement process
Building relationships with customers and partners in positions within the procurement process
Drive the execution of customer facing activities to conclusion in a quality, timely, and correct manner
Plan and prioritize personal sales activities and customer/prospect contact towards achieving agreed business aims, including costs and sales - especially managing personal time and productivity
Manage service pricing and margins according to agreed aims
Focus on selling current and new portfolio of service offers including Technical Services and simple SKU based Advanced Services to assigned customers

present

San Francisco, CA

Senior Client Services Manager

San Francisco, CA

Tillman-Jacobi

present

San Francisco, CA

Senior Client Services Manager

present

Make recommendations and assist in the rollout of workflow improvements for order-to-cash process working with sales, operations, finance, and accounting
Make recommendations and execute strategies for managing AR aging. To include working with sales management and sales representatives
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
Assist finance team to establish commission eligible orders by researching discrepancies with billing and paperwork
Manage team of technical program managers that are responsible to develop the client business continuity strategy
Initiate and manage new processes to improve performance & quality
Observe team personnel and provide management with input, both successes and opportunities for improvement

Education Education

Bachelor’s Degree in Business

University of California, Berkeley

Bachelor’s Degree in Business

Skills Skills

Attention to Detail & Quality - High level of attention to detail producing high quality results
Excellent customer service skills, attention to detail and ability to be persistent while maintaining tact
High attention to detail. Strong analytical, quantitative and strategic problem solving. Excellent grammar, spelling and proofreading skills
A good understanding of basic web technology, being able to understand and write JavaScript, HTML, CSS
Leadership - Able to demonstrate strong leadership skills and the ability to motivated and create a structured environment for their team to achieve in
Be attentive to detail, have excellent follow through and good time management skills to see a task or project through to completion
Strong written and verbal communication skills. Strong analytical/quantitative skills. Strong organizational, administrative, and time management skills
Highly experienced in retail operations and knowledge of basic accounting principles
Ability to understand and quickly apply new technologies (ie. Social, Mobile, Tablet, Apps
An ability to quickly gain a thorough knowledge of the firm's operations and products

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15 Client Services Manager resume templates

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O&t-client Services Manager Resume Examples & Samples

University graduate, preferably with at least three to five (3-5) years of experience in the custodian industry and/or client service management
Possesses client-centric and service mindset
Ability to work in a structured, high volume, time sensitive and high risk environment
Attention to detail with strong organizational, analytical, problem solving and multitasking skills
Positive attitude and a good learning ability and interest in building, sharing and improving their own knowledge base
Possesses team orientation, interpersonal and communication skills
Proficient in computer operation tools like MS Word and MS Excel

PCM Client Services Manager Resume Examples & Samples

As client expectations are ever increasing, the job-holder needs to be creative and innovative to offer customised operational solutions to clients within the constraints of the current systems/operations. To ensure clients are receiving the best service, the jobholder has to keep close contacts with other departments such as Operations, and overseas group offices to make sure their workflow/procedures can match with the service proposition coherently. It is also essential for the job-holder to keep track of policy changes of other working parties, so as to ensure a consistent/update response to client’s queries
The job-holder has to be knowledgeable about the competitors’ products and key client service practices, strategies, skill sets and tools, as well as their key client service personnel and take steps to address gaps
The job-holder will often work with countries where no set processes or procedures exist or a more consistent approach is required

Client Services Manager Resume Examples & Samples

Manage and support the implementation of global advertising partnerships from pitch to full delivery
Build strong internal relationships with key stakeholder teams including: ad sales, legal, finance, marketing and programming both in the UK and globally
Communicate to key stakeholder, senior management and local business, regular updates and to manage delivery expectations
Risk assessment and mitigation of projects and subsequent management to ensure successful completion
Creation of effective processes to streamline the implementation process
Develop and prepare regular report status updates on progress to share with Stakeholders
Responsible for tracking spend and ensuring in line with budget for project
As and when required create sales presentations/frameworks for the use of the central Ad Sales team
International travel as and when required
Proven experience in an organizational/implementation, client facing role within an international, matrixed business – media or entertainment would be preferred
Experience of managing multiple parties including senior Stakeholders, clients and internal teams
Ability to manage different stakeholders across multiple sites, time zones and cultures to create a sense of teamwork by pulling together priorities and interests, to create a positive outcome
Exposure to or involvement in Trade Marketing
Demonstrable experience of creating, refining and managing processes within a fast-paced, ‘live’ environment
Demonstrates ability in prioritising and organising workload, coupled with demonstrated experience of working under pressure and to tight deadlines in a fast paced and changing environment
Demonstrates excellent communication skills (both written & oral) and encourages transparency and visibility
Demonstrates excellent customer facing skills coupled with the ability to interact and work with people of all levels
Demonstrates excellent documentation, presentation and reporting skills

Client Services Manager Resume Examples & Samples

Coordinate and track all assets Including but not limited to: features, promotions, tickers & BB's
Work with HTS production in LA( Carol Mitch Group) to ensure on time delivery and execution -
Meet with CSN news/production/marketing on a regular basis to coordinate all elements
Supply AE's & Managers with air checks so they can market them back to the client
Distribute and maintain a grid (weekly, monthly or season) of all elements for Pre/In/Post to help track availability
Work directly with clients/HTS to get approval for elements
Track tickets as part of sponsorship deals at beginning of each season and plan the suite draft date
Complete sponsor recap at the end of each season. Work with production to produce recap reels for full season sponsors to also be used for renewals
Handle all promotions and sweepstakes which includes on-air elements and any on-site
Work with Inter Dept. Managers to create unique marketing opportunities (sponsorships, promotions, special events etc) including building custom show presentations
Plan all of Chicago VIP games and client trips
Develop an overlaying marketing and promotional strategy for Sales for the year. Identify tent poles, strategic timing and leverage-able station elements etc
Identify underdeveloped areas that can be utilized to extend or create new sponosrable elements. Create non-existing sponsorable elements
Bachelor’s Degree from an accredited college/university in a related field
Minimum of 2 years of customer service-related sales/advertising experience

Client Services Manager Resume Examples & Samples

You will build products from existing ideas, and help to develop new ideas based on your industry experience and your contact with existing customers and prospects
You must possess a unique blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality
You must enjoy spending time in the market to understand their problems, and find innovative solutions for the broader market
You must also be able to communicate with all areas within JPMC
You will work with project and technology counterparts to define product enhancement and release requirements
You will work with operations, client experience, communications, and training to define the go-to-market strategy, helping them understand the product positioning, key benefits, and target customer
You will also serve as the internal and external evangelist for your product offering, occasionally working with the client experience team and key customers
The product manager's key role is strategic but will also have some tactical components as needed to ensure success of a product launch, etc
Managing the entire product line life cycle from strategic planning to tactical activities
Specifying market requirements for current and future products by conducting market research supported by on-going visits to customers and non-customers
Driving a solution set across development teams (primarily Development and Marketing Communications) through market requirements, product contract, and positioning
Developing and implementing a company-wide go-to-market plan, working with all departments to execute
Analyzing potential partner relationships for the product
Experience with or knowledge of Image archives or processing is a plus
Experience working in complex matrix management environment
Ability to interface with internal and external clients
Deadline and goal oriented
Creative thinker and problem solver
Ability to interact with senior management, technology teams, and internal JPMC contacts
Continuous improvement record; trend analysis
Negotiation skills to address project/client concerns and conflicting priorities
Strong verbal, written, and interpersonal communication skills
Facilitation and client presentation skills
Experience managing Operations or Technical projects a plus
Travel: 25%

Aladdin Client Services Manager Resume Examples & Samples

Strong knowledge in financial analytics and trading/operations and its applications in the investment and risk management process
Deep understanding of the Aladdin platform and its product offerings
Desire to be part of a client servicing business
Demonstrated leadership and management skills
Excellent organizational skills and ability to multi-task in a fast-paced environment
Interest in talent development, growing and mentoring junior talent

Client Services Manager Resume Examples & Samples

Five plus years of experience leading associates in a service environment, and being responsible for a large client & revenue base, in a fast-paced, dynamic organization
Is a change agent and can easily adapt to, and lead through, a consistently changing environment
Must be able to take on new or one of-a-kind situations, and by utilizing solid critical thinking skills, solve the issues
Can successfully manage multiple competing priorities and successfully meet deadlines through consistent distractions and interruptions
Has successfully functioned as an informal leader to management peers. Must have experience building highly successful service teams
Must be able to manage geographically dispersed teams, in a matrix-managed organization. Experience providing payroll and/or human resources support to clients is optimal
Excellent verbal, written, presentation, and associate/customer interaction communication skills
Excellent analysis skills
Must be proficient in MS Office, Word, Excel, PowerPoint, and Outlook
Must be able to travel a few times a year

Client Services Manager Resume Examples & Samples

2+ years of related Commercial Lines experience
Working knowledge of basic insurance program for each client to assist in providing the very best customer service
Proficient in AMS (after receiving the appropriate training), as well as other software applications
Ability to manage multiple accounts, account managers and senior level client executives
Excellent communication skills required (verbal and written)

Client Services Manager Resume Examples & Samples

Responsible for the preparation of proposals and contracts for clients and prospects of assigned Account Executive(s)
Interpret client needs, develop strategies to address, and facilitate implementation of programs
Manage the implementation of all contracted elements, including ticket requests, promotions, special events, signage, etc
Develop positive client relations by proactively contracting client base via phone calls, emails, event visits, and other communication initiatives
Respond to all client requests, complaints and inquiries in a timely, calm and professional manner
Function as the point person/liaison for assigned teams (i.e. Flyers). This will include coordination and implementation of programs that include team related elements. Attend regular meetings with the team’s various departments
Maintain client contract files and grids for the teams and the Wells Fargo Center
Utilize Stone Timber River, software to maintain contract and team grids for contract implementation
Assist Account Executives in utilizing the database for tracking opportunities and proposals
Create and maintain/update Sales presentations and Sales Kits
Collect Proof of Performance documentation throughout each season for all accounts. This information will be used at the end of each season for Account Recaps in either presentation or video format and will assist in building a strong and loyal relationship with our top clients
Manage Account Team Intern(s). Direct Intern(s) tasks, including, generating leads, prospection and developing client communication and service
Responsible for planning and executing special events. This includes creation and management of budget, selection of location, preparing guest list and invitations, format and set-up of event, scheduling participation of team and Executives, etc
Work events at the Wells Fargo Center as needed. This includes but is not limited to Flyers, Sixers, Concerts and the Family Shows
Provide administrative support for Ad Sales Department
Answer, screen and direct telephone traffic from the Advertising Sales general phone line and all website inquiries, as necessary
Perform all other duties and responsibilities as assigned
Bachelor’s Degree in a related field (i.e. Business, Marketing, etc.)
Proficiency in Microsoft Office applications, including Word, Excel, Outlook, PowerPoint, etc
Ability and willingness to work beyond normal business hours, including nights, weekends and events
Ability to build client relationships, both internally and externally
Must be service focused
Ability to communicate clearly and concisely in the English language, both orally and in writing
Excellent telephone communication and interpersonal skills
Superior problem solver, with the ability to work independently
Ability to work under pressure, manage deadlines and prioritize tasks

Client Services Manager Listing Resume Examples & Samples

Strong basic Microsoft Office skills
A working knowledge of the banks internal systems
A basic knowledge of the Prospectus /Regulations 2005 and the Transparency Regulations 2007 would be an advantage
Strong Communication Skills: This position will interact with clients, the Irish Stock Exchange and the Central Bank
Ability to work to tight deadlines will be essential to this role
An ability to work as both a team player and as an individual will be an advantage

Client Services Manager Resume Examples & Samples

Business Expertise - The business knowledge for this role requires a level of specific product(s) expertise and client awareness
Solid knowledge is required in understanding process flows and business process to appropriately service the clients
The incumbent must also be able to work effectively with clients, industry experts and regulators to translate issues and develop appropriate solutions and other groups within Global Client Solutions to ensure seamless client service
Must possess an understanding of how other businesses operate in the broader context of our internal organization as well as key competitors to drive client service excellence and mitigate risk
Solid understanding of not only the Trustee aspects of transactions, but also business and procedural aspects, as well as risk management, compliance and audit concerns

Senior Client Services Manager Resume Examples & Samples

Manage client relationship while providing strategic and or tactical planning input to the program to ensure the full extent of inScience Communications service is delivered and client satisfaction is met
Maximize revenues and profitability and client service for each assigned program
Lead and mentor the account team ensuring successful delivery of the program/account
Liaise closely with the Senior Account Director and the Editorial Director to ensure adequate resourcing for the forecasted and current level of business
Report to the Senior Account Director and/or Business Development Director on potential opportunities within the account
Potential line management responsibilities

Client Services Manager Resume Examples & Samples

Bachelor's degree or equivalent education
ATT qualified or equivalent preferred
Experience working in a Big 4 accounting firm or financial services industry a plus
An ability to quickly gain a thorough knowledge of the firm's operations and products
Proven ability to organise a demanding workload
Self-motivation and an ability to work with minimum supervision in a demanding and progressive environment meeting deadlines
Excellent Excel and MS Office skills

Technical Client Services, Manager Resume Examples & Samples

Attract, manage and motivate high performing teams in delivering Customer Success with measurable impact
Partner closely with Sales and Account Management in performance metrics while delivering long term revenue and Customer satisfaction
Is responsible for close alignment with global services in the delivery of customer implementation, issue resolution and escalation, platform operations and training
Is a champion of Customer success and drives continuous improvement by working closely with Product and Engineering
Create sustainable working relationships with all individual and teams while making this the most desired workplace

Client Services Manager Resume Examples & Samples

Ability to work as part of a cohesive account team, including Sales, pre and post-sale technical teams, order management, and other TWCBC teams in a demanding environment. Establish solid Master Agent relationships, acting as Partners’ communicator and advocate, understanding all facets of Partners’ business. Ability to establish multiple, internal working relationships within various levels of the organization, and act as steering committee to identify and address issues. Act as facilitator between account team members and maintain ownership of Partner issues. Participate in strategic business planning sessions and other meetings with account team members and/or Partner. Prepare and deliver monthly, quarterly, semi-annual and/or annual business reviews/health checks in conjunction with NCM. Knowledge and understanding of Master Partner customer revenue base, including large opportunities, churn, contract renewals, and overall performance vs. contract commitment. Participate in preparation and presentation of contract renewals as required. Assist with order flow, project and order management, installations, changes, disconnects as required. Proactively manage all aspects of projects and other requests to completion Ability to effectively solve problems independently; manage complex issues and escalations Take initiative and think creatively and critically to identify process gaps. Aggressively research various and multiple avenues to find resolution to an issue when one is not readily available Excellent verbal and written communication skills, including proficiency in Microsoft Office. Flexibility when it comes to tasks, priorities, schedule, and travel.PREFERRED QUALIFICATIONS
5-8 years of experience in delivering Telecommunications Services and Products to Federal Civilian and Military Agencies (VA, DoJ, DHS, DoD-CONUS, Social Security, Health and Human Services, etc…)
Familiarity with Federal Compliance requirements (FISMA)
Understanding of Federal technology trends and requirements - AFCEA
Experience in participating in Government Associations and Working Groups (AFCEA, etc

Client Services Manager Resume Examples & Samples

3+ years of account management experience, preferably in telecommunications industry with partner channel
Effective leadership skills and qualities
Proven track record of building strong working relationships with master agents and their partners
Self-directed with the ability to handle simultaneous tasks while working efficiently and effectively

Client Services Manager Resume Examples & Samples

Manage display campaigns from top agencies and brands, including set-up, launch and optimizations
Become an expert at using the proprietary display platform and immerse in Netmining product offers
Provide optimization recommendations and customized solutions to clients

Cib Investor Services Client Services Manager Resume Examples & Samples

Lead a team of Client Account Managers based in Bournemouth and Amsterdam aligned to the clients
Managing day to day client relationships and their satisfaction
Partnering with internal groups including Operations, Sales, Relationship Management and Product to ensure the function provides a best in class service experience and maintains an "end to end" approach and view of our service quality to clients
Maintain a comprehensive understanding of market, vendor and regulatory implications to effectively advise clients of the implications to their operating environment
Manage a governance process of service disciplines, with agreed service standards, managing against core and bespoke needs, delivery against committed services, proactive management to identify trends, issues and opportunities to improve service levels
Conduct regular service reviews
Senior escalation point for Client and Operations Service Delivery for BAU issues
Gathers intelligence on the client and disseminates internally
Seeks opportunities and responds to initiatives to improve service levels and improved efficiency for the business and the client
Oversight and coordination of Client Change Management agenda
Maintains strong client relationships which can be referenced and lead to an increased share of wallet
Key stakeholder and/or execution lead for key projects in the region
Responsible for managing operational risk through effective monitoring and resolution of risk metrics
Client Services as a whole is also undergoing an end to end model review – this role will allow the successful candidate to be involved in driving forward improved processes that will result in a significant improvement for our clients
Outstanding client management skills and direct experience in dealing with clients (internal and external)
BA (or equivalent), MBA or CPA desired
Demonstrated track record in a high performance culture
Deep knowledge in general Investor Services product, operations and technology
Capability to quickly grasp new products and developing new business requirements
Demonstrated ability to work collaboratively and develop strong partnerships
Ability to deal with conflict
Willingness to challenge the status quo and drive better outcomes for our clients
Proficiency in change and process management
Strong programme management skills

Client Services Manager, Agencies Resume Examples & Samples

Maintaining strong communication with clients to properly explain Adap.tv platform tools and campaign management best practices
Formal and ad hoc client training on the Adap.tv platform tools
Executing and/or ensuring that process is executed on every assigned campaign, in some cases by delegating campaign tasks to Campaign Coordinator, Ad-Operations or back-up Client Services Manager
Maintaining and expanding client relationships; notifying stakeholders about future business opportunities
Developing and maintaining expert level proficiency in the Adap.tv tool set
3-5 years of experience in a relevant client management position

Client Services Manager Resume Examples & Samples

1) Manage all aspects of the customer account with respect to deal transactions - Drive the execution of customer facing activities to conclusion in a quality, timely, and correct manner - Manage service pricing and margins according to agreed aims
2) Sell solutions based on current and new portfolio of service offers including TS and AS
3) Facilitate sales transactions by - Understanding customers' and partners' procurement process - Building relationships with customers and partners in positions within the procurement process - Navigating partner and customer procurement process - Navigating and escalating effectively within Cisco
4) Drive Multiyear Services Contract Renewals/P-O-S attach
5) Plan and prioritize sales activities and customer/prospect contact towards achieving agreed business aims, including costs and sales - especially managing personal time and productivity
6) Create and manage a sales plan using all relevant data (renewals, new product funnel, potential upgrades and end-of-support situations) and then map this data to an agreed market development strategy based on company priorities
7) Maintain and develop existing and new customers through appropriate propositions and ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer and satisfaction
8) Plan/carry out/support local marketing activities to agreed budgets and timescales, and integrate sales efforts with other organized marketing activities, eg.,product/service launches, promotions, advertising, exhibitions and tradeshows
9) Respond to and follow up sales enquiries using appropriate methods
10) Monitor and report on market and competitor activities and provide relevant reports and information
11) Record, analyze, report and administer according to systems and requirements
12) Communicate, liaise, and negotiate internally and externally using appropriate methods to facilitate the development of profitable business and sustainable relationships
13) Attend and present at external customer meetings and internal meetings with other company functions necessary to perform duties and aid business development
14) Follow standardized and optimized sales processes, e.g., renewals process
15) Attend training to develop relevant knowledge, techniques and skills
Building influential Relationships: Working collaboratively with customers, channel partners, and account team members to meet business goals and objectives; using appropriate communication methods to influence others and establish relationships
CXO Relevancy: Adding value by proactively identifying business opportunities for the customer/partner, conveying a firm understanding of the customer's/partners business and political drivers, displaying executive presence by building rapport and credibility; effectively influencing other people to accept a solution; clearly connecting solutions to business needs

Client Services Manager Resume Examples & Samples

Manage service pricing and margins according to agreed aims
Focus on selling current and new portfolio of service offers including TS and AS
Plan and prioritize sales activities and customer/prospect contact towards achieving agreed business aims, including costs and sales - especially managing personal time and productivity
Create and manage a sales plan using all
Building Influencial Relationships: Working collaboratively with customers, channel partners, and account team members to meet business goals and objectives; using appropriate communication methods to influence others and establish relationships

Client Services Manager Service Provider Sales Resume Examples & Samples

Ideal candidates would have sold solutions into the Service Provider market place including professional services and hardware
Must have previous experience working in Service Providers and or selling directly to Service Providers, marketplace integrators and or overlay/support roles
Experience building Key Executive relationships with CXO's and CXO influencers in the Service Provider Industry are a plus
Previous consulting and/or management experience is preferred
An understanding of Cisco cross -functional business structure, go-to-market strategy and services/products is beneficial but not required
Business travel is 20-40% annually
Solid computer skills and use of Microsoft Office is required
Customer meetings, Executive briefings, Internal Strategy meetings
Strategic account planning with Charter Communication Sales and Customer Advocacy teammates,
Managing to business plan
Weekly/monthly/quarterly forecasting
Consistent territory communications with consulting, direct sales team and engineering teammates, inside sales team members, and service delivery management
Regular external meetings with business partners management and individual contributors
Partnering with Cisco Commercial Finance, Legal, Customer Service, Sales Operations, US Domestic and Global team members
Creation and Execution of Service Sales Strategy

Virtual Client Services Manager Resume Examples & Samples

Focus on selling current and new portfolio of service offers including Technical Services and simple SKU based Advanced Services to assigned customers
Forecast weekly, monthly quarterly revenue in sales tool
Initiation and completion of Non Standard Deal process
Drive the execution of customer facing activities to conclusion in a quality, timely, and correct manner
Drive Multiyear Services Contract Renewals/P-O-S
Leverage renewal opportunities to up sell service deals with customers
Plan and prioritize personal sales activities and customer/prospect contact towards achieving agreed business aims, including costs and sales - especially managing personal time and productivity
Plan/carry out/support local marketing activities to agreed budgets and timescales, and integrate personal sales efforts with other organized marketing activities, eg., product/service launches, promotions, advertising, exhibitions and tradeshows
Respond to and follow up sales enquiries using appropriate methods
Monitor and report on market and competitor activities and provide relevant reports and information
Attend and present at internal meetings with other company functions necessary to perform duties and aid business development
Attend training to develop relevant knowledge, techniques and skills
High Impact Communication: Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions
Customer Focus: Supporting customers during the sales process; seeking and taking appropriate actions on customer requirements while balancing business needs; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty
Developing the Pipeline: Applying knowledge of sales trends, market drivers, and key customer issues and opportunities to do strategic account planning; establishing, prioritizing, executing, and monitoring a course of action to accomplish broad territory objectives and sales strategies; using knowledge to identify and cultivate future sales opportunities to build

Client Services Manager Resume Examples & Samples

Plan and prioritize sales activities and customer/prospect contact towards achieving agreed business aims, including costs and sales- especially managing personal time and productivity
Plan/carry out/support local marketing activities to agreed budgets and timescales, and integrate sales efforts with other organized marketing activities, eg.,product/service launches, promotions, advertising, exhibitions and tradeshows
Attend and present at external customer meetings and internal meetings with other company functions necessary to perform duties and aid business development
Follow standardized and optimized sales processes, e.g., renewals process. - Attend training to develop relevant knowledge, techniques and skills. Required Competencies

Client Services Manager Resume Examples & Samples

Build and maintain relationships with executives at assigned customers via meetings, telephone calls and emails
Proactively engage with the customer executives to sustain and build deep relationships to become a trusted advisor
Create relationship maps for the customer and internal
Identify near term customer business issues, challenges, pain points, care abouts by which Cisco can improve, enhance or remedy the situation
Gather market and customer information
Gain a clear understanding of customers' business portfolio and requirements
Communicate issues and solutions to executives in a way which is thought provoking, insightful and considered a burning platform
Prepare a comprehensive transformational business case (includes a customer problem/challenge) describing how Cisco’s solutions align with the customer’s strategy
As needed, calculate the customers positive return on investment demonstrating the value of the Cisco’s proposed solution
Present a transformational business case and articulate how Cisco’s solutions align to the customer’s strategy
Advise on forthcoming service offers
Discuss customer needs as the basis for the sales dialogue
Collaborate cross functionally (product sales, inside sales, channels, delivery, partners) to build credibility and earn trust
Structure complex financial deals at an executive level (VP and above)
Negotiate the terms of an agreement and closing sales
Negotiate variations in price, delivery and specifications with customers
Articulate future buying trends and service requirements back to necessary business units
Follow standardized and optimized sales processes, e.g., renewals process
Consulting and Partnering: Helping external clients and partners to understand their business needs, offering advice and solutions, and operating from a position of expertise balanced with a collaborative approach
Strategic Business Planning: Demonstrating significant knowledge of Cisco and the industry; developing strategies that leverage core strengths of one’s own group and Cisco
Business & Financial Acumen: Understanding basic business mathematics, financial strategies, and performance indicators, and applying that knowledge to client’s economic and buying environment
Negotiation: Effectively exploring interests and options to reach outcomes that gain the agreement and acceptance of all parties by using legitimate data, objective criteria to support

Client Services Manager Resume Examples & Samples

Developing the Pipeline: Applying knowledge of sales trends, market drivers, and key customer issues and opportunities to do strategic account planning; establishing, prioritizing, executing,
Related degree or equivalent experience with minimum of 10 years combined Sales/Management, industry and technology experience. Consultative selling background and project management experience a plus
LI-APJ-SW2

Principal Client Services Manager Resume Examples & Samples

Knowledge of Insurance and/or Brokerage business
Comfortable working in a “project site” environment
Knowledge of mathematics including arithmetic
Personal Computer skills
Ability to work in a team setting
Organization Skills
Critical Thinking skills
Attention to Detail

Client Services Manager Cavendish Adelaide Resume Examples & Samples

Attend adviser site visits and seminars, assist with education for Advisers, practice staff and Clients
Liaise with Fund Administration Team Leader for task prioritisation
Excellent written and verbal communication skills, professional presentation and strong work ethic

Client Services Manager Publishers Resume Examples & Samples

Own mid-tail and long-tail publisher client relationships; maintain and grow business relationships with 10-15 self-service accounts by acting as day-to-day point of contact, providing technical trouble-shooting and identifying business growth opportunities
Work in tandem with adjacent teams in the organization (Implementations, Training, Technical Services, Technical Support, Product Management) to ensure correct technical implementation, Console configuration, and feature development
Ensure all SLAs are met at all times; ensure all client communication is answered in timely fashion, in particular urgent technical support requests
Present account quarterly business reviews to key clients
Maintain strong communication and manage expectations with clients, Account Directors, and sales to keep all stakeholders informed of account health
Develop and maintain expert-level proficiency in the Adap.tv tool set
3-5 years of relevant experience in ad technology, video advertising, programmatic advertising
Proven experience in management of digital ad delivery, optimization and/or yield management
Proven success in managing client relationships
Strong understanding of video ad serving and ad tags (e.g. VPAID, VAST 2.0, VAST Wrappers)
Able to troubleshoot technical implementation problems and suggest constructive solutions
Able to prioritize multiple tasks and meet deadlines with demonstrated initiative
Able to work well independently; define/manage objectives in a fast paced environment
Able to maintain excellent internal and external client relationships
Do business with a sense of urgency and accountability at all times
Proficiency in MS Office suite, with an emphasis in Excel

Client Services Manager Resume Examples & Samples

Responsible for the overall service quality delivered to institutional (B2B) clients including monitoring and managing escalations for systemic issues - client retention
Lead the timely resolution of cross-operational unit issues, inquiries or complex concerns - usually across multiple units, often with ties to Treasury, IT or other units outside Investor Services
Address client requests for new services/capabilities or perspective on regulatory impact - key to understand client's business and ensure that client requests/problems are well detailed in order to find a solution to these items, usually outside normal operating mandates; be it by engaging other teams or resolving by resolving themselves; ultimately taking accountability for the timely execution against the client's need
Many of the items being dealt with have a high degree of ambiguity often requiring detailed sessions to understand the nature of the ask; often require managing internal/client expectations as well as managing client's actions
Proactively engage clients with regulatory changes and their implications on our clients and their interactions with I&TS
Responsible for the presentation/action points regarding KPIs and operational logs to clients (Coverage clients) and their Boards (for Offshore clients)
Engage in dialogue around the client's business, their objectives and critical success factors to understand their future needs and implications around how they view service standards and areas of greater or lesser importance
Responsible to gather, edit and maintain appropriate, accurate and timely client documentation including legal agreements, service level standards (SLS), KYC/AML, authorized signatories, etc
Interact with internal marketing/communications team when formal client responses are required
Responsible to understand various items that might lead to a critical relationship threat beyond visible things such as poor service or a formal RFP - escalate these with appropriate background to the S&D Coverage team
Key contributor to the development and maintenance of the Client Profile, CRM, SRR and global dashboards to monitor client's overall health status
Comprehensive knowledge of major market participants
Proven track record to get things done and influence both internal and client organisations
Multilingual - Arabic language skills would be useful (not essential)

Client Services Manager Resume Examples & Samples

Proactively monitor and manage the client including early discussions with the client and internal groups where persistent problems are evident
Responsible for the presentation/action points regarding KPIs and operational logs to clients (Coverage clients) and their Boards (for offshore clients)
Lead for the service elements within the client team
Develop and sustain relationships with key contacts within assigned client organizations

CIB Client Services Manager Investor Services VP Resume Examples & Samples

The CSM must foster a close relationship with their clients in order to understand their requirements and expectations and to take accountability for the resolution of issues by pro-active management through all Product areas of J.P. Morgan. The CSM must also foster relationships with J.P. Morgan Operations teams and other groups (such as Product, Technology, Middle Office) involved in service delivery to the client
The CSM must exhibit an ability to work with, and manage through, other functional areas both locally and globally, to ensure the provision of a timely and efficient level of service. The CSM has a high degree of autonomy in the management of their client base, however must be able to exercise reasonable judgment regarding the escalation of issues to their manager, Sales, and to appropriate Operations managers
Full accountability for the service delivery relationship with their assigned clients, including but not limited to
Drive resolution of service issues leveraging internal teams as appropriate
Being the point of escalation for service issues and opportunities
Building relationships with clients to understand client requirements, expectations and strategy

Client Services Manager Resume Examples & Samples

Maintaining strong communication with clients to properly explain Aol One Video platform tools and campaign management best practices
Formal and ad hoc client training on the Aol One Video platform tools
Assist Solutions Engineering, Strategy, and Platform Directors with inventory design and tech set up for all client integration requests
Troubleshooting and solving common technical problems, and address client issues
Articulate video tagging and requirements by platform (desktop, mobile, tablet, CTV) to clients for varying buy set ups (Open RTB, PMPs, Direct Guaranteed)
Monitoring campaign performance to client’s objectives and make optimization recommendations as necessary
Maintaining and expanding both client and internal relationships; notifying stakeholders about future business opportunities
Developing and maintaining expert level proficiency in the Aol One Video tool set
Proven success in managing client relationships and extraordinary client service
Experience in management of programmatic digital video ad delivery, optimization and/or yield management as well as working with, in, and speaking to tech implementation and tagging integrations
Proficiency in MS Office Suite, with an emphasis in Excel

Client Services Manager Resume Examples & Samples

Minimum of 4-6 years working in the banking industry and strong understanding of PCM
In-depth knowledge of industry standards related to all Cash Management products and services
Strong analytical, problem-solving, technical
Experience in driving team and individual performance to achieve customer and financial targets
Experience of working in an International Global Banking environment

Client Services Manager Resume Examples & Samples

Minimum 3 or more years’ experience in project management
Safety conscious individual that puts Safety first in every aspect of role
Demonstrated ability to accurately calculate estimated final cost for projects
Self-starter/self-motivated, capable of staying on track and pursuing solutions to budget, schedule and quality issues without supervision
Proven strong analytical/quantitative skills and problem-solving ability
Ability to work in a fast paced environment, meet deadlines and handle multiple projects and priorities simultaneously
Excellent interpersonal and communication skills, and positive “Can Do” attitude
Proven ability to read blueprints, understand technical issues, and partner with others to resolve issues
Demonstrated ability to interface effectively with all levels of experience and disciplines
Demonstrated ability to exhibit initiative and professionalism in a time-sensitive environment
Demonstrated strong business savvy skills
Proven proficiency in Microsoft Office: Word, Excel, PowerPoint, Microsoft Outlook
Project management experience with large scale projects
Earn Value Analysis experience

Display Client Services Manager Resume Examples & Samples

Manage the day-to-day business relationship with internal and external clients, provide a primary point of contact on daily campaign performance and expert knowledge of platform features and capabilities to promote increased adoption and loyalty of usage
Identify growth and upsell opportunities on key accounts
Effectively optimize campaign performance by recommending adjustments to inventory, targeting, creative components and/or bidding strategies
Minimum 2-5 years of account management, business analysts or selling experience in internet advertising sales
Strong knowledge of digital advertising including real-time inventory bidding, first and third party data capabilities, third party adserving systems, analytics engines, competitive platforms and non-reserved media capabilities in general
Ability to work independently, evaluate business situations objectively and make informed decisions
Manage execution of client solutions through effective communication, problem solving and accuracy
Excellent verbal and written communication skills, as well as strong presentation skills; excellent analytical skills; results and detail oriented; accountable; strong work ethic; strong team player; solid negotiation skills; proactive self-starter; creative/strategic thinker who is process oriented and has the ability to multi-task outstanding computer skills including solid knowledge of Excel, Word, Power Point, and CRM systems. Some technical knowledge preferred

Client Services Manager Resume Examples & Samples

Maintaining strong communication with clients to properly explain platform tools and campaign management best practices
Formal and ad hoc client training on the platform tools
Developing and maintaining expert level proficiency in the ONE by AOL Video tool set

Display Client Services Manager, Ad Ops Resume Examples & Samples

Serves as primary point of contact to internal and external clients on issues regarding performance, reports, and general maintenance
Provides technical guidance on campaign specifications and provides troubleshooting/conflict resolution
Track and analyze usage trends and prepare sales and internal reports
Deliver on all role specific accountability metrics and goals (revenue accuracy, forecasting accuracy, over/underdelivery to budget)
Utilize third-party research tools to support plan recommendations and provide competitive network analysis
Entrepreneurial attitude – ability to identify unique or improved business processes and work autonomously to institute improvement
Proactively anticipate customer’s business needs
Willing and able to collaborate across boundaries to get work done and drive business forward

CIB Investor Services Depositary Receipts Client Services Manager Associate Resume Examples & Samples

Working in conjunction with lead RM’s and regional management to provide solutions to the ADR issuer clients
Advising clients on the activity in their depositary receipt program
Participate in account planning sessions and be responsible for some level of execution
Providing assistance and clarification to the client base with regards to the dividend payment process, annual general meetings, proxy voting and other such corporate actions
“Translation” of local market corporate events in order to advise our clients as to their impact on the depositary receipt program
Liaison with the relevant stock exchanges and communication of exchange listing requirements
Manage the documentation process and execution of transactions to facilitate Employee Share Awards
Assistance in the proactive flow of information between the client and their investors
Provision of monthly client program & financial reporting
Equities experience – a clear understanding of equity markets, corporate actions & global custody
Hands-on approach with a critical eye for detail
Strong due diligence and integrity
Self motivated, proactive with a strong desire to learn and succeed
Confidence in liaising with senior management both internally and externally
Strong prioritisation and organisational skills
A proactive, professional and innovative attitude
Strong PC based skills (Excel, Word, PowerPoint etc)
A team approach to working
Language skills would be considered a plus, but not necessary
Ad-hoc intercontinental travel would be required

Client Services Manager Resume Examples & Samples

Performs daily, monthly and annual compliance reviews indicated on the Branch Office Manager’s Letter of Delegation, and may act as a backup to Branch Manager in accordance with letter of delegation
May review a high volume of incoming and outgoing branch e-mails to ensure that they are complying with policies and compliance regulations
Responsible for interviewing and onboarding new associates
Coordinates/arranges training for all branch support associates (CRAs, Receptionists, etc.) to ensure their work is linked to branch business needs
Responsible for, in partnership with the Branch Manager and Financial Advisors, ongoing branch support associate development through Baird’s annual performance management process. Facilitates setting associate goals and reviewing with associates at mid and year end to establish proper career development. In addition, ensuring alignment of goals with branch and FA business plans
Ensures branch support associates are aware of PWM branch initiatives and communicates administrative and operational topics to staff appropriately
Manages and evaluates the work of the branch administrative staff and periodically reviews work, ensuring quantity and quality are acceptable and that deadlines are met. Checks adherence to procedures/instructions
Plans monthly staff meetings, completes performance reviews, timecard approval, schedules, etc
Coordinates branch/department meetings and luncheons including annual branch outings and special recognition of associates
May perform the duties of a Registered Client Relationship Associate, providing direct support to the Branch Manager and/or Financial Advisors of the branch
May be responsible for P&L oversight as well as assisting with office space and equipment planning
May provide coverage for other branch support associates as needed
Performs any other duties and special projects as necessary
Five to seven years with a minimum of three years as a Registered CRA. Supervisory experience preferred
Must be series 7, 63/65 or 66 licensed and willing to obtain 9/10 licenses within six months of hire. Superior understanding of branch office functions and services/securities industry background
Strong organizational skills -- ability to prioritize and delegate branch’s daily workflow to effectively organize tasks/people in order to achieve specific goals
Proficiency and experience with Microsoft Office (Word, Excel, PowerPoint) and all PWM productivity tools and technology
Strong social, written and verbal communications skills are a must and ability to effectively relate to others
Superior analytical skills with a focus on details
Leadership and management skills crucial to success in this role

Client Services Manager Resume Examples & Samples

Manage all aspects of the placement and service of P&C for Willis Clients in an automated and electronic work environment
Maintain client relationships with assigned accounts and support retention ratio at or above the P&C average
Provides risk management analysis utilizing new business, renewal and claim reviews
Independently resolves client, carrier and/or vendor accounting issues, including coverage questions, collections, discrepancies, fee arrangements, billing controversies

Associate Display Client Services Manager Resume Examples & Samples

Manage the day-to-day business relationship with internal and external clients, provide a primary point of contact on daily campaign performance and expert knowledge of platform features and capabilities to promote increased adoption and loyalty of usage
Identify growth and upsell opportunities on key accounts
Effectively optimize campaign performance by recommending adjustments to inventory, targeting, creative components and/or bidding strategies
Responsible for onboarding new clients including negotiating MSA’s, training clients for self-service management, integration of client side data partner/s and creation of custom inventory sets
Serves as primary point of contact to internal and external clients on issues regarding performance, reports, and general maintenance
Provides technical guidance on campaign specifications and provides troubleshooting/conflict resolution
Responsible for day-to-day communication with internal and external customers to monitor campaign delivery and contract compliance, ensuring full revenue recognition and client objectives success
Track and analyze usage trends and prepare sales and internal reports
Deliver on all role specific accountability metrics and goals (revenue accuracy, forecasting accuracy, over/underdelivery to budget)
Utilize third-party research tools to support plan recommendations and provide competitive network analysis
Minimum 2-5 years of account management, business analysts or selling experience in internet advertising sales
Bachelor’s degree in analytical discipline (Economics, Engineering, MIS, Finance, etc.)
Strong knowledge of digital advertising including real-time inventory bidding, first and third party data capabilities, third party adserving systems, analytics engines, competitive platforms and non-reserved media capabilities in general
Entrepreneurial attitude – ability to identify unique or improved business processes and work autonomously to institute improvement
Ability to work independently, evaluate business situations objectively and make informed decisions
Able to work effectively and excel in a matrix organization and possess the ability to adapt to a changing environment quickly and easily
Manage execution of client solutions through effective communication, problem solving and accuracy
Proactively anticipate customer’s business needs
Excellent verbal and written communication skills, as well as strong presentation skills; excellent analytical skills; results and detail oriented; accountable; strong work ethic; strong team player; solid negotiation skills; proactive self-starter; creative/strategic thinker who is process oriented and has the ability to multi-task outstanding computer skills including solid knowledge of Excel, Word, Power Point, and CRM systems. Some technical knowledge preferred

Client Services Manager Resume Examples & Samples

MUST have at least 3-5 years of fine art shipping exhibition coordination/management experience for a recognized international fine art shipping company or major museum or gallery that includes hands-on experience coordinating international museum exhibitions
A self-starter with strong communications (both written & verbal), interpersonal and problem solving skills. A true leader AND team player
BA in an Art or Business related Major is desirable
Providing detailed and competitive estimates to our clients in a timely fashion and actively participating in estimate follow-up
Executing all jobs/projects in a professional manner with an acute attention to detail and ensuring profitability according to company standards
Supervising client services associate staff to ensure that they also execute all of their jobs/projects in a professional manner with an acute attention to detail and ensuring profitability according to company standards
Supervising client services associate staff to ensure that industry standards and protocol are being maintained
Ensuring that all jobs are invoiced within two weeks after project/exhibition completion
Ensuring that ALL communications, written and verbal, internal and external are delivered based on the highest professional standards
Ensuring that all clients’ reasonable expectations are met or exceeded
Acting as an “inside salesperson” by helping to retain existing clients while also helping to identify and develop new clients

O&O Associate Display Client Services Manager Resume Examples & Samples

Maintain relationships and day-to-day communication with Sales on delivery-related activity to ensure revenue is captured from sold campaigns and client objectives are met
Manage all sold deals by region, to proactively limit under delivery, identifying issues and solutions while there is time to correct/change course
Maintain cadence in support of revenue delivery, including driving reporting/process improvement, driving sales communication around advertiser delivery and ensuring action is taken on identified issues
Provide input on system functionality, packaging and processes that impact delivery of campaigns
Effectively optimize campaign performance by recommending adjustments to inventory and creative components of the campaign
Track and analyze trends and prepare sales and internal reports related to delivery
Provide guidance on troubleshooting/conflict resolution
Analyze impact of business rules set (e.g. minimum spends, packaging, frequency) on our ability to deliver campaigns, and/or gain incremental revenue
Willing and able to collaborate across boundaries to get work done and drive business forward
Strong customer focus – promoting customer satisfaction, resolution and loyalty
Minimum 1-3 years of account management, business analyst or relevant industry experience
Must have strong understanding of digital marketplace and understanding of the competitive landscape in which we operate

Digital Client Services Manager Resume Examples & Samples

Oversee the process and personnel that execute pre and post sale management of our client campaigns assuring industry leading execution
Identify and recommend workflow, research methodology, product and / or reporting improvements to Sr. management
Monitor, analyze and proactively create solutions to retain and grow our digital revenue
Teach the local stations to develop creative multimedia recommendations utilizing Gannett’s pre/post sale tools and systems that will meet customer business objectives while utilizing our digital product suite
Train local station’s Digital Sales Specialists on all pre and post sale fulfillment
Analyze and communicate client key performance indicator trends to corporate and local executives
Aggregate and communicate best practices around successful digital campaigns
Attend sales calls, if needed, as the digital expert on our product offerings
Proficient in Photoshop, Excel, Word, PowerPoint and Outlook
Expert knowledge of banner sales and design, mobile advertising, SEO, SEM and social media platforms such as Facebook, Twitter and YouTube
Ability to multitask, manage multiple assignments and prioritize tasks in a fast-paced, deadline-driven, team-oriented environment
Outgoing personality with expertise at developing relationships
Minimum 3 years of previous internet sales/support experience
Minimal travel is required
Position will work out of one the stations in the assigned region

Client Services Manager Resume Examples & Samples

Healthcare, pharmaceutical or telemarketing management experience preferred
Call Center Operations Experience
Demonstrated leadership abilities to effectively manage a cross-functional client driven team
Project Management and Client Services/Account management experience required
Ability to quickly learn, analyze, understand and convey complex information
Excellent verbal and written communication and listening skills
Ability to effectively work independently and coordinate team efforts
Strong computer and keyboard ability with advanced knowledge in Microsoft Office Suite including Word, Excel and Outlook
Proactive, highly motivated and deadline driven
Excellent interpersonal and rapport building skills with ability to quickly engage and build strong relationships
Superior client contact experience to offer customized solutions and manage implementation and ongoing success
Ability to present in a polished and highly-articulate manner
Demonstrated organizational and time management skills with ability to manage programs effectively
Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously
Bachelor’s degree preferred and related work experience required

Client Services Manager Resume Examples & Samples

BA, preferably in accounting, MBA or CPA a plus
15+ years of financial services experience with client servicing and/or client relationship management
Global Custody and/or an Asset Management background is required (i.e. prior experience supporting managing a fund service operation or within an investment manager’s operation)
Strong leadership and influencing skills
Ability to converse, interact and present to very senior client and internal contacts

Client Services Manager Resume Examples & Samples

Minimum 3 or more years experience in project management
Minimum 3 years Manufacturing experience
Safety Safety conscious individual that puts Safety first in every aspect of role
Must apply online via Cast Portal/The HUB

Client Services Manager Resume Examples & Samples

Identify areas for matter and account improvements and initiating and implementing related projects
Collaborate with Team Manager to audit matter/application/process design and implementing updates and new technology and releasing same to clients
Create and update internal and client-facing matter/account documentation and general internal guidance and knowledge base information
Engage in consultative and advisory role with client partners on technology based solutions
Able to make sound judgment calls on internal and external projects, keeping management in the loop but not requiring instruction
Possess strong business acumen and professional aspirations with minimum of 3 years e-discovery experience
Possess Bachelor’s Degree
Represent XLS in high level client meetings without additional management present
Design and implement initiatives that improve process and increase efficiencies
Able to grow relationships with clients and with other industry contacts
Flexible in work hours and availability

Senior Client Services Manager Resume Examples & Samples

Play a visible, primary point of contact role and ensure direct accountability for matter success
Lead project/matter communication meetings, and status updates; ability to offer suggestions, solutions and recommendations
Identify ways to leverage existing data, initiate and implement data mining projects across matters and teams
Master technical knowledge of our application and other industry-standard technologies
Minimum 1-2 years in a professional office environment, e-discovery and/or legal industry exposure is a plus
Demonstrate excellent verbal and written communication skills

Client Services Manager Resume Examples & Samples

Establish excellent working relationships & partnerships with key dealers & client partners
Execute metric driven disciplined Client Touch Strategy
Face to Face meetings /training
Call / Cultivate top client listing and train store associates when appropriate
Targeted Prospect calling
Leverage Web and other technologies to drive effective touch
Manage Client Promotion Planning
Internal promotion setup
External Promotion communication
Ensure POS practices & ad/ promotion materials are compliant
Drive client engagement
Participate in client strategy sessions
Develop action plans to meet goals
Assist in client problem escalation & resolution process as required (line increases, approvals, etc)
Develop & Lead Dealer / Partner Training/ Webinars
Attend & Support industry/ client trade shows and Face-to-Face client meetings
Ensure proper NCI on-boarding and support internal/ external Report-outs
Partner & Client Support
Execute Sales & Mktg programs (Usage / Apps / Sales Spiffs)
Enforce Specials guidelines
Confirm VR Eligibility, work w/ Sales Support team to execute payment
Facilitate and develop monthly client reporting/analysis
2 or more years of client-facing experience in Sales &/or Operations management
Analytical & finance skills
Proficiency in Microsoft Applications
Up to 35% travel required
Chicago, IL location preferred
Bachelors Degree in Business, Marketing, or Finance, or equivalent in related work experience
Multi task oriented
Strong performance & results-oriented track- record
Demonstrated self-motivation & initiative
Proven track record of accountability and solid follow-up skills
Experience in developing effective Voice of the Customer processes
Experience in demonstrating Sales techniques

Client Services Manager Resume Examples & Samples

Design and analyze reports per program specifications in order to track trends and make strategic recommendations
Responsible for managing client expectations, internal and external deliverables and program timelines
Responsible for the management and coordination or tasks assigned to sales, operations, systems, training, etc. within appropriate timelines/deadlines (i.e. List builds, IT requests, client deliverables, staffing) per the program SOW
Responsible for client invoicing and budgeting
Responsible for design and execution of all program components including campaign design, client output, etc
Accountable to ensure that operations staff effectively manages goals for assigned programs per program specifications
Independently manage multiple programs
Act as primary client contact and professionally handle all client requests
Perform program training as needed
Responsible for project documentation
Think critically with emphasis on strategy, not just tactics to manage and meet client and program expectations
Supervise support staff and delegate assignments to ensure client expectations, internal and external deliverables and program timelines are being met
Handle all staff corrective actions
Manage client monitoring sessions per program requirements
Adhere to company policy and guidelines
Pharmaceutical, Healthcare or telemarketing management experience preferred
Related work experience required; Bachelor’s degree preferred

Client Services Manager Resume Examples & Samples

Developing processes, systems and procedures to improve process efficiency and establish best practice
Reviewing current manual processes and developing effective solutions so as to eliminate manual intervention
Acting as a driver for continued process improvement while maintaining high standards of work
Prevent, resolve and analyse exceptional errors or Claims to create streamline minimal risk processes
Conducting staff training to ensure that all team members are aware of relevant procedures and applicable policies in order to carry out their duties competently and effectively when a process has been updated
Ensuring time-sensitive duties are promptly completed
Ensuring all Client queries are dealt with in a timely manner
Ensuring all enhancements are shared at a department o wider level to ensue benefit is felt across the organisation
Minimum of 5 years working experience preferably in a Securities Operations environment
Previous experience within the Securities Industry is essential. Candidate must have experience in dealing with Clients and have a background in people management
A basic understanding of custody SWIFT messaging and treasury funding processes. Understanding of custody systems is essential. Knowledge of Citi’s Internal systems such as LMS, Secore, Citi FT, and SFE would be desirable. Achieved a minimum of a 3 performance rating in your most recent appraisal. Skills
Excellent communication skills. Systems knowledge, problem solving, ability to communicate (internally and externally)
Awareness of procedures/controls and risks involved, customer focus, flexibility, process improvements, analytical skills
Excellent time management and an ability to work to strict deadlines

Client Services Manager Resume Examples & Samples

20 Respond to RFPs, develop media plans and presentations in line with strategic marketing goals
20 Execute and implement advertising campaigns to ensure accurate impression, performance and revenue delivery
15 Take a leadership role to coordinate efforts between other cross-functional teams as necessary (implementation of new products and custom elements). Position interfaces with Sales, Marketing, Engineering, Creative, HTML and Site Operations departments
10 Work with Ad Operations to ensure clients’ ads are trafficked, monitored, and optimized
10 Maximize campaign performance and company revenue by preparing reports, analyzing data (performance and delivery), preparing recommendations and initiating tactical optimizations (creative execution and strategy, placement evaluation, day-parting, frequency capping, etc.) to further increase success rate and renew/grow current business. Work closely with Advertising Operations and Advertising Sales on budget forecasting and revenue/pipeline monitoring
10 Update contract management system with campaign change orders (campaign delays, optimizations, etc.) and alert team of changes that will affect revenue

Client Services Manager Resume Examples & Samples

High attention to detail. Strong analytical, quantitative and strategic problem solving. Excellent grammar, spelling and proofreading skills
High degree of proficiency in MS Office products. Ability to use databases. Excellent working knowledge of Excel, Word, PowerPoint, Outlook and the Internet
Be a problem-solver, not just a problem alerter. Problem alerters are a dime a dozen. It is easy to sit around and point out the flaws of any system, product or organization. Meredith needs problem solvers. Problem solvers are the real innovators in this world

Client Services Manager Resume Examples & Samples

Participate in, and often serve as primary point of contact for, multiple matters; play a visible role participating in client communications on standard processes and reporting
Participate in meetings and on conference calls regarding current projects, updates and projections; lead as directed by Senior Client Manager
Troubleshoot application and data issues and direct to the appropriate XLS contacts for issues outside scope of Client Services
Master technical knowledge of our application and conduct training sessions and provide instruction to users at all levels
Complete standard tasks with limited instruction and supervision
Understand and mitigate risk
Escalate high risk, complex or problematic issues to Manager
Manage complex projects and work requests with consistent accuracy and completeness
Work collaboratively and productively with members of the Operations Team to troubleshoot and resolve client issues
Enter and manage all projects and work requests without direct supervision
Follow through on all open work requests, exhibit ownership regardless of who opened it originally; Quality Control all open work requests and troubleshooting Operations output when errors are found
Communicate frequently and consistently with client
Be proactive to avoid the question “what is the status?”
Possess Bachelor’s Degree with 1-2 years professional experience
Possess solid working knowledge of E-discovery processes and industry
Possess strong technical grasp of technology tools and platform intricacies
Demonstrate excellent oral and written communication skills
Proven self-direction
Pro-active by nature
Possess project management skills
Capable of multi matter management and multi-tasking

Client Services Manager Resume Examples & Samples

Leading and managing a team of Client Services Representatives
Develop & maintain a well-coordinated internal relationship with key decisions makers within the organization
Establish relationship with key customer
Review customer SOW’s, ensure SLAs are met and monitor daily activities
Review of weekly scorecard
Implementation of new process through the supply chain and drive continuous improvements to meet quality standards
RFQ/RFP Procedure
Manage Quarterly Business Reviews
Invoicing of activities
Issue price books
Monthly EBIT reviews
B.A. or B.S. degree or equivalent work experience preferred
Minimum five years Customer Service Management/Account Management experience, preferable working in supply chain
Must be able to work in demanding, problem solving orientated environment
Requires excellent communication skills
Must be assertive, analytical and able to establish priorities
Knowledge of manufacturing environments
Must possess financial analysis skills

Client Services Manager Resume Examples & Samples

Leadership position in ideating and creating, sales collateral, proactive sales decks for our largest clients, RFP responses and other key materials for our leading sales team
Proactive development of marketing materials that best represent Meredith Digital and our brands, including researching our advertisers and developing new opportunities and programs based on that research
Collaboration with key internal stakeholders to present Meredith’s best face across all of our brands to our advertiser partners
Proven track-record in ideating and creating large scale digital advertising programs
Proven capacity to juggle multiple priorities, meet deadlines and thrive in a fast-paced environment
Excellent writing, verbal and leadership skills
Maximum proficiency with PowerPoint, Excel; familiarity with PhotoShop a plus
Ability to understand and quickly apply new technologies (ie. Social, Mobile, Tablet, Apps

Client Services Manager Resume Examples & Samples

Ensuring and maintaining client service levels to dedicated client/s by ensuring the timely and accurate. delivery of reports/information, attending operational meetings both internally and externally with key client/s
Being responsible for identifying, escalating (as appropriate) and addressing service issues/adverse service. trends as and when they arise
Providing management reporting on transactions, including statistics on volume, productivity, new developments and service impact to clients
Cultivating and maintaining a strong and pro-active working relationship with Relationship Managers, Client Service Delivery Managers and other Service Managers (e.g. Fund administration, Custody and Transfer Agency) to ensure client service needs are consistently met
Asset Management experience within an operational/client service environment
Effective communication
Effective prioritisation and time management

Senior Financial Client Services Manager Resume Examples & Samples

BA/BS degree required and Insurance degree a plus
8+ years of insurance industry experience and 5+ years of analytical work related to employee benefit programs within an Insurance Brokerage preferred. State Life and Health licenses required within 60 days of employment
Professional designations/certifications such as RHU, CLU, CPA and CEBS a plus. Qualified candidates must demonstrate intermediate to advanced knowledge of: (1) insurance products, all lines (2) bid preparation, analysis, and carrier negotiations (3) funding arrangements (4) claim analysis, (5) reinsurance marketing, (6) retention and reserve calculations, (7) terminal liability, (8) benefit change financial impact, (9) marketplace familiarity (10) benchmarks
This position requires participation in client meetings as well as subject matter expertise in: Health Care Reform, Consumer Driven Health Plans, Government reporting requirements of benefit plans; HIPAA, FMLA, and COBRA
We are especially interested in candidates who possess excellent verbal and written communication skills; the ability to develop and present their financial analysis with authority and present client-facing recommendations based on pre-determined strategic goals; manage the renewal process and client calendar for timely delivery of quarterly/annual financial exhibits; develop strong carrier relationships, mentor less-experienced peers; and demonstrated proficiency in the use of company-sanctioned software, including advanced knowledge of Microsoft Excel, good knowledge of Microsoft Word, as well as Microsoft PowerPoint
Only local candidates or those willing to relocate at their own expense, please

Client Services Manager Resume Examples & Samples

20% Respond to RFPs, develop media plans and presentations in line with strategic marketing goals
20% Execute and implement advertising campaigns to ensure accurate impression, performance and revenue delivery
10% Maximize campaign performance and company revenue by preparing reports, analyzing data (performance and delivery), preparing recommendations and initiating tactical optimizations (creative execution and strategy, placement evaluation, day-parting, frequency capping, etc.) to further increase success rate and renew/grow current business. Work closely with Advertising Operations and Advertising Sales on budget forecasting and revenue/pipeline monitoring
15% Reduce account attrition by ensuring program goals are met and exceeded
| All must be met to be considered

Reception & Client Services Manager Resume Examples & Samples

Solid administration and organization skills
Client Service background
Knowledge of New York City and surrounding areas
Strong Intermediate/Advanced Microsoft Word and Excel
Organized and strong in prioritizing and time management
Confidence in building relationships with staff and management
Diplomatic and the ability to maintain confidentiality
Flexible attitude to achieve results
Driven by challenges
Proactive and takes initiative in problem solving
Open minded

Client Services Manager Resume Examples & Samples

Minimum 4-5 years experience in custody preferable client services
Minimum Bachelor's degree - major in Business Administration and Accounting
Minimum GPA of 3.00
Good knowledge on custodian process
Good attitude and analytical skills
Active, dynamic and hard working
Highly motivated and ability to work under pressure

Client Services Manager, IR Resume Examples & Samples

Relationship Management and Client Business Planning
Build relationships with the Benefit Plan Administrators and their staffs
Provide institutional clients with information on all operational and administrative aspects of TIAA products and services
Handle complex, technical, and sensitive sessions or inquiries
Develop administrator training, education/communication workshops
Assist in coordination of Participant Plan Communications related to administrative efficiencies and plan administration
Consult on enhancements to service model related to new products and services
Support IC service levels micro-site changes/enhancements: automate enrollment
Collaborate with Retirement Administration on Plan remittance issues
Internal Business Planning and Coordination
Partner with the Relationship Managers to develop sales and asset retention strategies to deliver new products, service arrangements, and operational changes to the institution
Provide leadership on administrative issues and processes and perform project management to improve retirement plan operations
Manage the administrative support for assigned plans including research for complex problems, appropriate client contact documentation and transaction special handling and resolution
Analyze Plan and Participant data in support of service and business strategy
Bachelor’s Degree and/or 5+ years of institutional relationship management, financial sales or financial services customer service experience
NASD Series 6 or 7 is required and must comply with all regulatory requirements and remain in good standing with regulatory agencies
Ability to travel up to 30%
Proficiency in Microsoft Excel is required
Excellent verbal and written communication skills are strongly preferred
Strong relationship building skills are desired
Proven success handling complex, technical, and sensitive sessions or inquiries is preferred
Ability to deliver administrator training, education/communication workshops is desired
Prior experience analyzing Plan and Participant data in support of service and business strategy is desired
Knowledge of financial markets, products, and services preferred
Experience with MS Office Products, including PowerPoint and Access, as well as Salesforce, Siebel and/or TIAA-CREF Institutional Funds is a plus

Client Services Manager Resume Examples & Samples

Full management responsibilities of a multi-skill call center team, including management of staff and first line managers
Provides strategic direction for groups managed
Exercises control over resources, policy formulation and planning for units managed
Engages in short- to medium-term planning of actions and resources for own area
Manages complex and highly variable issues with substantial departmental/product impact
Applies comprehensive understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area
Ensures essential procedures are followed and contributes to defining standards
Demonstrates an in-depth understanding of how own area integrates within the overall function to achieve objectives; requires a good understanding of the industry
Excellent communication skills required in order to negotiate internally, often at senior levels (across functions)
The Manager manages the operations of the Client Services group to ensure that proper steps are taken to increase revenues, control expenses, compliance with company policies and procedures, and provide the highest level of customer service
Manages all aspects of human resources to include staff training, performance management, coaching and development, staffing and recruitment, individual performance goals, and related human resources issues
Education: College Degree (BS/BA with coursework in Business preferred) or equivalent related work

Client Services Manager Resume Examples & Samples

Qualified applicants will possess proven working experience as an operations or customer service manager in the public-sector, Human Services domain
B.S. degree in Business Administration or related field is required
Previous leadership capabilities and the ability to think strategically
Prior experience in providing customer service support, excellent knowledge of management methods and techniques are also essential
Additional required competencies include proficiency in English
Excellent communication skills (interpersonal, verbal and written)
Strong client-facing experience
Advanced troubleshooting and multi-tasking skills
Awareness of industry’s latest technology trends and applications
A working knowledge of customer service software, databases and tools (ServiceNow and Automated Call Distribution are also a plus)
Must consent to and successfully pass ALL required pre-employment screenings (background and substance abuse)

Senior Financial Client Services Manager Resume Examples & Samples

10+ years of insurance industry experience and 5+ years of analytical work related to employee benefit programs within an Insurance Brokerage preferred
Professional designations/certifications such as RHU, CLU, CPA and CEBS a plus
Qualified candidates must demonstrate intermediate to advanced knowledge of: (1) insurance products, all lines (2) bid preparation, analysis, and carrier negotiations (3) funding arrangements (4) claim analysis, (5) reinsurance marketing, (6) retention and reserve calculations, (7) terminal liability, (8) benefit change financial impact, (9) marketplace familiarity (10) benchmarks

Client Services Manager Resume Examples & Samples

Work in close cooperation with the VP, Global Client Partnerships and relevant stakeholders across NBCUIN’s business to implement pan-regional and multi-territory ad sales deals from concept and proposal development to deal delivery and post-campaign analysis
Proactively manage the expectations of clients and key stakeholders, helping to define project scope, goals and deliverables, and providing clear visibility of the status and progress of campaigns,
Ensure appropriate quality documentation throughout the full life cycle of a campaign
Prepare and update regular sales pipeline reports to share with stakeholders
Create tailored proposals to meet clients marketing objectives under the guidance of the VP, Global Client Partnerships
Over time, create and manage relationships with select UK and Europe-based decision-makers at international media agencies and advertisers with whom NBCUIN has an existing relationship
Collaborate with central Advertising Sales functions (Inventory Management, Digital, Research) to support efficient internal processes and build strong working relationships
Basic understanding and affinity for the media and marketing industries, especially television, digital media and advertising
Hands-on experience developing and managing complex, commercially focused projects involving multiple stakeholders
Experience working in an international environment is preferred, but could also include experience working in multiple local markets
Experience putting together sales presentations, ideally involving media and marketing products and/or services
Experience in constructing and pricing sales proposals to agencies and direct clients
Good command of Microsoft Office, especially Excel and Powerpoint
Strong communicator, consensus builder
Ability to remain calm and work under pressure in a fast paced environment to meet tight deadlines
Demonstrated team player, positive disposition, ‘can do’ attitude
Excellent organizational and project management skills, and multi-task
Detail-focused, self-starter, abilty to work autonomously and proactively
Ability to prioritize and organize work load
Languages: Fluent in English and other languages desirable but not essential

Client Services Manager Resume Examples & Samples

Implement client campaigns
Client operations training (CMP usage, UI walkthrough of publisher UI to partners on campaigns)
Monitor and optimize partner performance
Support clients and partners with all implementation issues
Partner closely with the Sales organization to help educate them on our extensive product offerings
2+ years experience in a campaign management role
Impeccable attention to detail; service-minded and team-oriented
Track record for forward and innovative thinking
An extensive understanding of how campaign performance is measured
Strong analytical skills with the ability to recognize trends within the data to better optimize client campaigns

Gtb-client Services Manager Resume Examples & Samples

5-8 years solid experience in syndicated loan and bond documentation, cash operation, payment and clearing system platform and procedures, and settlement/dealing with post-trade services firms are highly preferred
Details-oriented, diligent, and ability to work independently
Ability to produce results and work under pressure to meet aggressive deadlines

Corporate Trust Senior Client Services Manager Resume Examples & Samples

1) service delivery expertise
2)servicing of client inquiries, escalation of client issues, conducting annual client reviews from a service delivery perspective
3) the monitoring and administration of client service issues including SLA's, governing document guidelines and/or indenture guidelines, processing activities, overdrafts, and cash balances
4) reporting and other activities including specialized client reporting, interfacing with Compliance, Audit, Risk and Legal, as well as to manage and respond to audit requests
LI-CL1

Gtb-client Services Manager Resume Examples & Samples

Overall custody experience of more than 5 years, with expert knowledge on the Custody functions – including product offering such as HK & Stock Connect market
Fluent in communications – both writing & speaking in English
Excellent knowledge skills working on product papers, client & market presentations, internal communication with reference to Product Brochures / fliers, client communication deck etc
Has the zeal to work independently on projects / New product offering in HK market
Need to be aggressive & lead the teams by example

Platform Client Services Manager Resume Examples & Samples

Manage day-to-day relationships with Platforms (like DSPs, DMPs, SSPs, etc.), Publishers, Ad Exchanges and Ad Networks
Support and manage API/SDK and custom integrations with Platform/Publisher clients across all IAS products
Review and evaluate partner/platform performance metrics across all direct Advertiser/Agency business and direct partner/platform business
Prepare partner reports and presentations with insights derived from diagnostic reporting results and participate in presentations to senior level internal and external stakeholders
Manage implementation and technical troubleshooting of new and existing client implementations across both internal teams and key client contacts
Cultivate positive and effective relationships to help drive process efficiencies and increased adoption of IAS solutions
Collaborate with Sales Engineering, Product and Business Development teams to identify and capitalize on new business and growth opportunities with existing clients
Leverage problem solving and critical thinking skills to proactively identify and fix potential implementation and integration issues
Act as a partner advisor by taking a consultative approach to strengthen and grow a platform partner’s position in the market place

Client Services Manager Resume Examples & Samples

Digital marketing experience
Client operations training (platform usage, UI walkthrough of publisher UI to partners on campaigns)
Campaign management role experience
Customer-centric, consultative approach
Good knowledge of digital advertising
Bilingual or native French speaker, fluent in (written and spoken) English
Excellent fit with our team and culture (see above)
Analytical mind, passionate about driving business-critical insights from the data

Client Services Manager Resume Examples & Samples

Critically evaluate solution ideas by considering data, precedents and input from stakeholders; assess complex information
Construct, analyzes and negotiate requests for Proposals (RFP’s) or work with marketing departments to prepare RFP’s as necessary
Prepare and review presentation of annual client deliverables and reports
Client retention is expected and new client revenue or rounding of accounts is encourage
5+ years of employee benefits industry experience in the areas of benefits, enrollment, and compliance with demonstrated technical knowledge of self-funding, stop-loss, renewal underwriting, claims analysis, and contract review
Should be well-versed with Microsoft Excel, Word, PowerPoint and Publisher
Ability to work effectively in a fast paced, client-focused, team environment
Ability to provide expert, in depth advice to client resulting in overall client satisfaction
Previous experience in Human Resources required with 3-4 years in Employee Benefits preferred
Preferred designations: PHR/SPHR, GBA, CEBS
Develop new partner markets where needed locally and support nationally based relationships with carriers and clients

Cib-gtb-client Services Manager Resume Examples & Samples

Management of the NAV preparation and review process for our fund administration
Clients which consists of hedge funds, fund of funds and private equity funds
Set up and maintenance of fund / investor data on transfer agency system
Processing investor transactions (subscriptions, redemptions, transfers, roll ups, etc.) in
Line with fund governing documents, statutory regulations and bank-wide policies
Processing capital calls, distributions and other investor reporting for private equity and
Real estate fund clients including the tracking of capital call proceeds
Dealing with investor queries and liaising with fund managers for investor dealings
Ensuring adherence to control framework in line with local regulations and DB Policy
Processing fund payments to investors, fund manager and third parties
Managing fund closings including interest calculation and rebalancing of investor capital
Ensuring waterfall calculations / carried interest are in accordance with fund documents
Managing client deliverables including NAV preparation and investor reporting as
Principal point of contact for fund administration clients
Review and calculation of management fees, performance fees, interest and accruals
Liaising with clients, brokers and custodians to address client queries and concerns
Adoption, integration and set up of new funds in accordance with prescribed procedures
Adhering with internal policies and procedures and ensuring compliance with auditing
Standard SAS70 II (SOC-1)
Managing client audit deliverables including preparation of financial statements,
Responding to audit queries, completing audit confirmations and other audit requests
Performing due diligence checks on new investors in line with Anti-Money Laundering
And Counter Terrorist Financing company policies
Ensuring compliance with local, jurisdictional and bank-wide AML and KYC standards
Working on ad hoc internal projects as required
Providing coverage for team members’ deliverables as required
Review and understanding fund governing documents for clients to ensure adherence
Performing FATCA related checks and procedures
Maintenance of fund records and investor files in a complete and organized manner
Providing periodic MIS reports and feedback to management team including timely
Escalation of any operational, legal or compliance issues
Assisting in the development of new and existing global client relationships, optimizing
Service offerings, productivity and profitability

Client Services Manager Resume Examples & Samples

Possesses strong knowledge of application and financial industry as it pertains to assigned client base
Requires a minimum of 5 years of customer support experience. Previous financial services industry experience is a plus
Bachelors degree is required, or equivalent experience

Client Services Manager Resume Examples & Samples

Bachelor’s degree in Accounting, Finance, Management or related fields
Relevant Banking/Financial experience
Good interpersonal skills and communication skills
Service-minded attitude
Have a good team work spirit
Be able to work under pressure and independently with minimum supervision

Senior Client Services Manager Resume Examples & Samples

Analyse complex client inquiries engaging appropriate support areas and SMEs collating responses and fully owning the item through to resolution
Facilitate and lead team discussions and knowledge share sessions to ensure all members of the Client Service Team are fully aware and up to speed on current initiatives
Provide constant process review identifying improvements and pro-actively contribute to the change management process by quantifying benefits and potential impacts
Develop a thorough understanding of all the client service models, individual client strategy and future growth potential
Strong Leadership skills gained through leading or directing a team or project
Thorough knowledge of derivatives products, their structures, behaviours and associated life cycle events
Thorough knowledge of a derivatives operations environment obtained from experience of working in a back or middle office, trade support, BA etc

Bankcard Services Client Services Manager Resume Examples & Samples

Enhance and expand communication of BankCard activities with Phone 24, the Community Bank and the Wealth Division. Expand call center hours to close gaps which negatively impact account growth and cardholder spend and balance growth
Establish and maintain mechanisms/processes to understand BankCard Client viewpoints; develop and maintain a scoring system to evaluate, understand and address areas of concern
Gain a full understanding of the types and sources of client attrition. Develop and lead client service improvement plans. Ensure client service requirements are represented in product and process decisions
Continuously evaluate and update the desired client journey to reflect client input and behavior changes. Leverage and lead third-party efforts to improve client services
Evaluate and lead efforts to strengthen “moment of truth” activities in the client experience. Identify gaps, pain points and opportunities relative to current client touchpoints
Establish standardized procedures and formats for responding to client complaints. Create and manage a client-problem escalation process. Determine appropriate resolution and respond to Chairman’s Line complaints and regulatory complaints (e.g. Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB))
Hire and manage a team of client research specialists responsible for researching and responding to client issues and complaints
Leverage the strategic value of the BB&T client relationship-focused credit card sales model. Focus efforts within BankCard to develop and manage systems, processes, and programs that reflect the BB&T mission, vision and values. Ensure these efforts are informed by a holistic knowledge of the client’s BB&T relationship and are centered on client advocacy
Drive continuous improvement in client-centered partnerships throughout BB&T. Create client messaging and build and manage a framework for communications delivery
Act as a liaison to the BankCard Call Center, PCE Administration and other internal and external client service functions within BB&T. Ensure BCS alignment with Bank-wide client service initiatives
Provide BankCard departments with appropriate insight into clients’ strategic business initiatives so that appropriate support/sales are aligned to deliver the PCE. Create opportunities for deeper collaboration and interaction with clients; emphasize the client’s role as an innovative participant in the creation of service solutions
Bachelor’s degree in Business Administration, Management or equivalent education and related training
Seven years of progressive experience or equivalent proven proficiency in client service and/or bankcard management roles
Demonstrated leadership abilities; management of teams in high-performance cultures
Excellent interpersonal and relationship management skills with the ability to influence, interact, and communicate within all levels of the organization including Senior and Executive Management; excellent conceptual and problem solving skills
Excellent analytical, cognitive, critical thinking and organizational skills with ability to translate high-level business plans to meet client needs; think well outside the box
Excellent communication (verbal and written), presentation and facilitation skills
Excellent negotiation skills and highly collaborative planning ability; excellent diplomacy, tact, judgment, and decision-making skills
High proficiency and competency in the strategic planning process
Thorough knowledge of bankcard issuing and operating systems

Client Services Manager Resume Examples & Samples

3 + years’ experience in a Talent Acquisition / Recruitment organization, Human Resources, Technology or a related field
Demonstrated expertise providing consultation and project management
Highly advanced ability to investigate, analyze and solve complex problems/issues
Prior experience with multiple recruitment platforms including: Applicant tracking systems, Talent Pipeline Systems, Human Resources Management Systems, and Integrated Vendor Systems, other recruitment databases

Client Services Manager Resume Examples & Samples

Executive level support which includes visitor sign in, scheduled catering and placement of floor signs
Oversee refreshment services program and ensure items are properly stocked
Perform concierge type services including but not limited to providing information to guest inquiries and coordinating customer requests for special arrangements or services
Works closely with internal and external customers to process meeting and training reservations
Ability to utilize multiple reservations systems in order to book reservations and distribute confirmations
Knowledge of meeting room sets and AV requirements for each meeting room. Be aware of capabilities within all supported facilities
Maintain close contact with clients to determine set-ups, facilities required, meal arrangements, times and any other special needs
Work with all involved operating vendors/departments to ensure smooth service delivery
Assists manager with coordination with Building Security to provide access to visiting guests, vendors, etc
Ability to develop and foster working relationships with customers, co-workers and service partners and take a proactive approach toward their satisfaction
Exceptional follow-up, time management, and attention to details
Coordinates registration functions for all guests
Responsible for ordering, storing and inventory of all supplies necessary to perform daily operations
Communicates closely with all departments to ensure a seamless guest experience
Establishes, implements, and follows all emergency procedures
Generates Monthly Status reports
May be required to work overtime, nights, and/or weekends
Excellent written, oral communications; organization, office administrative and management skills
Additional tasks and responsibilities may be assigned at the discretion of the manager
Bachelor's degree in hospitality management
Exceptional interpersonal skills are essential; position continually requires demonstrated poise, tact and diplomacy
Ability to interact and communicate effectively with individuals at all levels of the organization
Knowledge of computer software applications such as word processing, spreadsheets and presentation software
Candidate must have strong organizational skills, be detail oriented and have great communication skills
Reliable transportation and the flexibility to work varied hours are required

Client Services Manager Resume Examples & Samples

Provide world class customer service and support for our customers
Communicating with customers through email, live chat or over the phone
Proven written and verbal skills in English
Solid compulter application skills (web browser, email client, word processing, text editing and spreadsheets)
A good understanding of basic web technology, being able to understand and write JavaScript, HTML, CSS
Team player willing to change roles as needs require and the organization grows
Organized with the ability to prioritize your own work and track multiple tasks and projects
Customer service experience, preferably in software or web services environment
Minimum six months of customer support experience, 1+ years of customer service/client service experience preferred
Advertising production and operations experience preferred
Technical writing experience a plus

Client Services Manager Resume Examples & Samples

Must have 3-5 years of experience managing sophisticated SaaS platforms
Experience managing SEM campaigns and Google AdWords Certified is a big plus
Understanding of Marketing Automation is also a big plus
Experience with JIRA or other project tracking software is required
Understanding of online media metrics and impact on customer campaigns
Basic understanding of online tracking methodologies
Extremely organized and highly motivated
Energized by being in problem-solving environment
Proven ability to work under pressure and complete tasks in a timely manner

Bell Business Markets Client Services Manager Resume Examples & Samples

Ensures solutions and decisions drive efficiency, productivity, return on investment and quality in the business
Communicate expectations, analyze data, prioritize and action individual and team results
Oversees organization and prioritization of workload in real time to meet customer requested due dates in conjunction with the Order Control Desk
Handle escalated customer complaints in a timely and satisfactory resolution and identify root cause and process gaps in order to avoid repeat
Knowledge of and ability to perform Performance Management practices
Excellent interpersonal skills with effective listening, comprehension (written and verbal)
Ability to act as a catalyst for change and continuous improvement
Ability to use data to analyze and assess impacts of work
Ability to work in a team environment, building a cohesive team and obtaining cooperative teamwork and collaboration from other departments
Ability to anticipate future obstacles and consider alternate solutions
Knowledge of Voice Provisioning Tools
Experience in distributing or balancing workload for a team or group
Previous position of Leadership/Coaching
University Graduate

Client Services Manager Resume Examples & Samples

The role encompasses the following main components; Client satisfaction, Client Wallet Development through organic client growth and cross sell opportunities and driving the overall efficiency & profitability of client relationships
Know Your Client - Structure, Strategies, Focus, Challenges, Wallet and Service needs
Build long lasting trusted client relationships - be a trusted advisor, act as clients advocate within the company
Understanding the client wallet, driving organic growth and the identification and execution of cross sell opportunities
Accountable for client profitability and efficiency
Accountable for client satisfaction, working with internal teams to ensure quality delivery, adherence with Service Level Agreements and governance of the overall relationship internally and with the client
Perform regular client reviews to determine overall client satisfaction and govern the action plans to address client concerns
Drive continuous enhancement of the company's products and services to our clients working with product, operations and tech partners
Work in partnership with internal teams and the client in order to ensure the company is a top provider for the client

Client Services Manager Resume Examples & Samples

Design and analyze reports per program specifications in order to track trends and make strategic recommendations to Director of Client Services
Responsible for the management and coordination or tasks assigned to sales, operations, systems, training, etc. within appropriate timelines/deadlines (I.e. List builds, IT requests, client deliverables, staffing) per the program SOW
Pharmaceutical, healthcare and/ or telemarketing management experience required
Call Center Operations experience

Client Services Manager Resume Examples & Samples

Responsible for pre-sale planning and post-sale management and execution
Working closely with ad operations on trafficking & QA for ad campaigns
Working closely with Advertising Sales team to schedule campaigns into internal systems, resolving inventory conflicts, and meeting production timelines
Brainstorming with sales, marketing and editorial teams to help structure campaigns that perform against advertiser KPIs based on inventory and historic successes
Helping sales and marketing put together pitch decks for client meetings and formal RFPs
Analyzing campaigns and communicating with agency and client teams to optimize performance and delivering client objectives
Working with Controller to resolve billing issues and collecting outstanding invoices
Collecting tags and creative from clients and/or agencies and distributing internally as necessary
Working closely with the social team in order to obtain view estimates in pre-sale and assisting in monitoring these figures so that these estimates are fulfilled
Serving as point person for certain custom executions
The position is based in the Refinery29 UK office
Must be open to 2-4 weeks training in NYC with permanent residence in the UK
Minimum of 3 years experience in interactive media and advertising, ideally at a vertical/niche publisher or digital/creative ad agency as a planner, account manager or similar
Experience with custom content creation and ideally experiential campaigns
Experience in a client-facing role, comfortable handling client calls and communications directly
Experience in building digital media plans is required
Deep knowledge of ad operations and reporting from DFP (DART for Publishers), DFA, Mediavisor, Atlas is a must
Knowledge of HTML, 3rd party vendors and tags is a plus
Must be a self-starter with the ability to handle multiple projects, prioritize work assignments, meet deadlines, and work independently in a fast-paced environment
Must be extremely detail oriented
Fluent in Microsoft Word, Excel and PowerPoint

Client Services Manager / Vcio Resume Examples & Samples

5+ years as an IT Lead, Manager or Director in a small or medium sized business: OR
2+ years acting in a similar capacity for a technology consulting firm
Service oriented attitude and willing to do whatever it takes for clients
Sense of humor and like to have fun

Client Services Manager Resume Examples & Samples

Ability to work effectively with a variety of people
Established contacts with local, regional, national and trade media
Sound internet research abilities
Comfortable with public speaking and making presentations to a variety of audiences

Client Services Manager AMK Resume Examples & Samples

Create, implement, execute and manage marketing events
Project management: event program tracking, timeline development and management, pre and post-promotional analysis, and reporting
Management of team members and ensure successful delivery of key SLAs and deliverables
Build strong client and retailer relationships to ensure that deliverables are successfully achieved while creating a culture of service excellence
Experience in event execution preferred
Strong negotiation, project management, research, analysis, and presentation skills
Creative thinker and self-starter who is able to effectively handle multiple tasks and projects simultaneously
Supervise team members and monitor their daily reporting and task performance
RetailLink knowledge a plus

Senior Client Services Manager Resume Examples & Samples

Perform project management duties to include; event program tracking, timeline development and management, budget management, pre- and post-promotional analysis, and reporting. Ability to make autonomous decisions on behalf of our company strategy
Develop effective client and retailer relationships to facilitate communication and execution with internal departments to ensure that deliverables are successfully achieved. Work with clients to increase events with the store, monitor event success, provide reports and feedback to client. Drive sales to meet and exceed sales targets
May be responsible for monitoring and adjusting project budgets and billing to ensure accuracy and timeliness. Responsible for over site of timeline revisions
1-3 years of experience in Consumer products, brand, or agency, sales
Possess negotiation, project management and research, analysis, and presentation skills
Good Sales presentation and development skills
Ability to build and maintain strong client relationships

Client Services Manager Resume Examples & Samples

Perform project management duties to include; event program tracking, timeline development and management, budget management, pre- and post-promotional analysis, and reporting
Ability to make autonomous decisions on behalf of our company strategy
1-3 years of experience in Consumer products, brand, or agency
Able to build and maintain strong client relationships
Proficient is MS Word, Outlook, Excel, PowerPoint

Retail Client Services Manager Resume Examples & Samples

Ensure compliance in regard to distribution, new item speed to shelf, pricing objectives, planogram conditions, display performance against features and promotional activity and POS distribution
Work to resolve any noncompliance issues at retail where possible and communicate properly the unsolvable issues
Perform ridewiths at all levels of the retail organization
Audit stores in assigned geography according to executable items
Track and score retail audits, shipment opportunities, and report all competitive activity
Attend retail meetings to communicate client objectives, general retail trainings, market condition observations and assist in sales training
Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources
May delegate work of others and provide guidance, direction and mentoring to indirect reports
Ability to develop strategic plans to grow the business
Strong functional experience in retail management
Basic computer skills including familiarity with Word, Excel, PowerPoint, and Internet usage
3-5 years of experience in applicable field
2+ years of supervisory experience
3-5 years of experience in applicable fields

Client Services Manager Resume Examples & Samples

Education: Bachelor's degree in marketing, communications, or related field; Master’s degree preferred
Experience: At least 5 years of related work experience in B2C or B2B marketing, or in nonprofit industry; previous marketing/advertising agency experience preferred
Knowledge and understanding of current marketing trends including print, large format, digital and social
Excellent social and relationship-building skills
Ability to think creatively and innovatively
Strong research and analytical skills
Willingness to listen and distill information

Japanese Client Services Manager Resume Examples & Samples

The CSM will be responsible for providing support on large complex projects and the successful implementation of assigned smaller Japanese client projects as required. This role ensures that MHIG meets all Japanese client requirements and maximum client satisfaction by maintaining tight control over the project schedule, risks and scope of work
Ensure the effective and on-time delivery of the ongoing project plan including implementation of pre & post workshop deliveries as outlined in the Japanese client agreement/contract and project scope, all aimed at driving profitable Japanese client relationships
Responsible for the pre training scheduling of Japanese facilitators, coordination, online assessment administration and material preparation, as well as post training evaluation and post e-learning supports
Manage delivery of all logistic activities and working together with finance team for invoicing billing. Follow up with CS Team Lead to identify risks to project success and implement mitigation strategies
Fluency in Japanese & English required, both spoken & written
Minimum of 5 years working experience as a project associate, operations administrator, training assistant, or other customer facing and coordination based working experiences
Ability to work largely independently whilst seeking guidance and direction when required
Demonstrated ability to use MS Office products
Well-developed interpersonal, oral and written communication skills
Attention to detail, excellent organizational and prioritization skills
Singaporeans and Permanent Residents preferred
Monday/Tuesday/Wednesday from 10 am to 3 pm (Include 1 hr lunch)
Salary – SGD$20 per hour
Period from September to December 2016, may extend for another 3 months depend on business requirements

Client Services Manager / Project Manager Resume Examples & Samples

Interact with the Director of Client Services and Vice President, with regular updates on client issues/concerns/delays
Serve as key client contact for assigned projects/clients
Attend all conference calls or ad hoc calls for assigned clients
Prepare and maintain Project Trackers and Gantt charts as required for assigned clients
Monitor project schedule and scope of work to ensure both remain on track
Monitor timelines and deliverables, escalating any delays immediately to the Director of Client Services and Vice President
Prepare any required metrics, volume reports, or budget request for clients
Actively participate as operational lead in internal Project Review meetings, in conjunction with a Principal Investigator and/or Laboratory Manager/Supervisor, depending on size and scope of work
Establish strong working relationships with client project teams to enhance client satisfaction and promote repeat business
Ensure effective teamwork across project team members both internally (ensure sufficient resources dedicated to project) and with external ancillary services (Accessioning, QC, QA, IT, etc.)
Manage project resource needs and establish succession plans for key resources
Work closely with QC/QA scheduler to monitor progress of timelines and deliverables, revise as necessary, and communicate any delays immediately to management and/or client
Engage in quality assurance and risk management activities to ensure project deliverables are met according to both Intertek and client requirements
Assist with creating and implementing new processes to help improve the business
Assist Proposal Coordinator if necessary, in generating quotes and proposals
Attend onsite/offsite client meetings/audits as required
Ensure that all required documents (Compliance, Code of Ethics, IT Policy, and Anti-Bribery) available through iLearn are reviewed annually
Bachelor’s Degree (BA or BS) required
3+ years of relevant experience in sales, finance, account management, or client services in a GLP environment
Ability to communicate effectively with clients and ability to proactively assess appropriate time to escalate issues to Intertek management
Ability to effectively communicate and interface with internal and external clients
Ability to resolve conflicts as necessary, and escalate as necessary
Demonstrate teamwork, excellent communication skills (written and verbal), and organizational skills (ability to prioritize, work independently, and make wise decisions)
Ability to prioritize and multitask in a fast-paced, deadline driven environment
Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use

Client Services Manager Resume Examples & Samples

5+ years experience in software development
3+ years with advanced SQL
3+ years with XML
3+ years problem resolution through logic application
2+ years consumer credit preferred
2+ years Quality Assurance experience preferred

Retail Client Services Manager Resume Examples & Samples

Communicate the progress on the executables and tracking results listed and communicate all opportunities to the headquarter team/client. Partner with BDM and appropriate Retail Managers to make certain that all promotional activity is communicated to the retail team according to set retail standards and methods
Relate findings to headquarter team and client as deducted from retail and/or field contacts and retail meeting feedback
5-10 years of experience in applicable field
5+ years of supervisory experience

100

Client Services Manager Resume Examples & Samples

Manage department workflow and provide guidance on departmental projects/issues. Communicate decisions, priorities and relevant project information to team members
Lead the department to fulfill its mission by organizing resources, motivating, and encouraging the team
Providing subject matter expertise in the development and execution of service and support strategies for the Client Services team
Lead, mentor and motivate team members to implement the department strategy
Ensure direct reports clearly understand the company and division strategy, key performance measures, and ongoing objectives and hold each team member accountable for their contributions to drive business results
Provide first class service to investment advisors and their clients as measured by net-promoter and customer satisfaction index scores
Develop and implement tactical plans to attain team goals and report on results and actions required to address issues to senior management
Assist in the communication and training plans to both associates and advisors on the implementation of products, services, technology, to ensure alignment with the needs of advisors and execution of the business plan and strategy
Ensure supervisory procedures and appropriate internal controls are in place to sustain a high level of quality and risk mitigation
Respond to escalated issues and assist associates in carrying out their responsibilities
Provide guidance, coaching and development opportunities appropriate to each direct report’s individual needs. Perform all necessary management functions, including hiring, evaluations, merit allocations, and disciplinary action as required
Identify and align the needs of RIAs within the scope of service and operations related products and services
Lead special projects to completion that support the evolution of the Scottrade service model
Lead campaigns to promote awareness and adoption of platform enhancements in the areas of technology and practice management
Report and analyze KPIs
Understanding of new client onboarding, account transfers, deposits and withdrawals within back office operations
Considerable knowledge of Registered Investment Advisory regulations and compliance; experience with brokerage operations including Equities, ETFs, Mutual Funds and Fixed Income Markets
Comprehensive understanding of institutional business
Institutional knowledge of RIA trading practices and the inherent risks of each product
Strong leadership skills with the ability to motivate team members. General management knowledge and skills such as departmental goal setting and planning, budgeting and personnel administration is expected
Results-driven, must be able to help set and meet department goals and ensure completion
Ability to effectively communicate with all levels of the organization, clearly expressing ideas and concepts both verbally and in writing to effectively handle sensitive issues and facilitate critical interactions
Ability to effectively present information and respond to questions from peers or management
Outstanding interpersonal, relationship building and employee coaching skills
Effectively create and foster a positive team environment that gives way to collaboration and unified goals
Excellent prioritization skills and the ability to handle multiple job duties in a fast paced environment
Strong decision making and problem solving ability, must be able to apply good judgment and common sense to formulate reasoned decisions
Must be able to maintain a high degree of confidentiality and deal with confidential information tactfully
Willingness to travel approximately 5-10% required
Intermediate level proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Internet Explorer and general computer programs
Bachelor’s degree in Finance, Business, Business Management, or related field, or equivalent combination of education and experience required
5+ years of brokerage operations/financial services experience required. Experience in back and front office preferred
3+ years of supervisory/management experience required. Manager level experience preferred
3+ years of registered investment advisory experience preferred

101

Client Services Manager Resume Examples & Samples

Accurate, timely and proactive client service that delivers an exceptional experience, driving client satisfaction, retention and referral
Attracting, developing, motivating and retaining a high performance client service team
Strategic and tactical management of resource allocation to load balance work and optimise client outcomes
Increasing workforce productivity by identifying and implementing ongoing process and service delivery enhancements
Developing workforce capability to deliver greater levels of sales support to enhance PB effectiveness and to translate client service into revenue outcomes through the ability to identify and refer sales opportunities
Manage strategic resource allocation against client demand to optimise service delivery
Maintain a highly engaged team of professionals with a high performance, team based service delivery culture
Work with the Head of and Directors to manage the alignment and prioritisation of client service activities and initiatives against business and sales priorities
Work with other state CSMs and service partners to develop, lead, support, communicate and embed initiatives to drive best practice client service and sales support
Work with the Head of to develop APB scorecards with aligned incentives and rewards
Work with other state CSMs to establish, optimise and monitor reporting to proactively manage client service and APB performance
Establish an ‘operating rhythm’ to drive focused execution with alignment to broader pod based priorities
Leverage relationships with key service partners to facilitate effective resolution of service issues / escalations
Manage monthly, 6 monthly and yearly APB performance, career development and remuneration conversations
Coordinate and deliver training and coaching to drive consistent, compliant and efficient execution
Monitor APB workload and absences to manage tactical workflow and resourcing allocation
Provide coaching and guidance to APBs for process issues and escalations
Monitor client complaint reporting and support resolution of client complaints
Manage the completion of APB Control Self Assessments

102

Senior PBM Client Services Manager Resume Examples & Samples

Managing assigned accounts with a focus on client trend management, strategic plan development and execution, cultivating multi-level client relationships and manages staff
Managing client contract renewal activities with the primary goals of retaining client, obtaining multiple year agreements and maintaining or improving profitability
Maintaining consistent and regular client communications. Preparing and presenting regular client performance reviews, including identification of cost drivers, recommendations for cost savings opportunities, utilization and cost reports
Prioritizes and conducts regular on-site or telephonic client meetings as appropriate to proactively review client benefits, drug utilization and trend management strategies
Managing account team and ensuring that all client specific requirements are met including but not limited to (1) maintaining documentation of most current benefit designs, including exclusions, inclusions, formularies and co-pay structures and that information is accessible to Customer Service Pharmacy Technicians; (2) documenting plan change requests from clients and obtains appropriate approval, updates the Benefit Design Summary on the web, and confirms the plan change is completed and accurate; (3) following all audit requirements. Reviews Benefit Design Summary documents at least annually with clients and receives appropriate client signature approval
Maintaining a complete understanding of client contract terms including but not limited to the monitoring and reporting of performance guarantees. Ensuring that all assigned contracts are monitored and reported as stated in the terms
Managing and mentoring client services team members on creating and delivering client presentations, implementation activities and daily client interaction; Providing staff with feedback at least quarterly on the level of accomplishment of personal and departmental goals
Developing strategies for staff development and retention
Participating in recruitment activities for prospective employees
Establishing multiple corporate relationships and participating in client sponsored events / charities
Cultivating in-group growth through these relationships
Staying abreast of industry trends and developments and demonstrating strong communication skills in presenting these to clients and staff
Demonstrating expertise in pharmacy benefit strategies and clinical programs
Supervising and assisting in the development of client specific implementation plans and managing overall client implementations
Providing leadership to client services team members in departmental and corporate initiatives
Providing regular feedback to management team regarding client requirements and business development opportunities
Providing training, support and direction to customer service representatives and staff as necessary. Updating the web tool with appropriate client specific information, e.g. member communication materials, formulary exceptions, exception documents. Educating and assisting clients in using help desk for day-to-day inquiries
Participating in sales preparation meetings and finalist sales presentations as necessary
Ensuring quick response and follow-up to client inquiries, including returning phone calls and emails within 2 hours and attempted resolution of all issues in less than 48 hours
Follows-up with client within 24 hours after issue resolution
Regularly attending and actively participating in company meetings as requested
Participating as preceptor / mentor to new staff as requested. Assisting in the development of ongoing training topics and materials for staff
Following all policies and procedures relating to job responsibilities and participates in the development and maintenance of departmental policies and procedures for Client Services, as appropriate
Performing other duties as assigned to meet corporate objectives
Providing support to other departments as requested
5+ years of account management experience
5+ years of health plan, pharmacy or PBM experience
Experience with RXClaim / AS400
Proficient with Microsoft Office suite
Excellent verbal and written communication skills; ability to speak clearly and concisely, conveying complex or technical information in a manner that others can understand
Excellent time management, organizational and prioritization skills
Must have access to high speed internet
Ability to travel 25%

103

Client Services Manager Resume Examples & Samples

Must have 3+ years of experience managing sophisticated, results oriented, digital campaigns
Must have demonstrated SaaS platform experience
Proven success with client facing communication and presentation skills
Understanding of online tracking methodologies
Ability to provide support to colleagues
Energized by being in a problem-solving environment

104

Client Services Manager Resume Examples & Samples

Previous Client Service Experience with the abaility to build strong stakeholder relationships
Strong organisational skills with attention to detail
A high level of interpersonal and influencing skills
Commercial outlook and techniques
Currently achieving and exceeding KPI's
Experience working on CRM systems, experience working on Salesforce would be adventageous

105

Client Services Manager Resume Examples & Samples

Experience working across organization boundaries to deliver a quality solution to our end clients
Extensive knowledge of solution requirement methodology
Experience with solution discovery, design and implementation
Big data analytics
Unica
Business Objects
Experience with SharePoint, Visio, MS Office

106

Client Services Manager Resume Examples & Samples

Partner with the client team to develop strategy and play a critical role in executing strategy
Drive critical client initiatives
Lead the Admin team in organizing and executing events
Develop and execute strategy for a single large client team
Create and design marketing activity for clients
Manage a select group of client relationships including Finance and Enterprise
Bachelor’s degree in business administration (or equivalent degree), MBA/PMP preferred
10+ years of relevant work experience, preferably in a professional services/consulting environment
Expertise in MS office suite: (Word, Excel, PowerPoint)
Ability to execute initiatives with excellent interpersonal skills
Creativity in developing tactics and solutions
Project Management and meeting facilitation experience

107

Senior Custody Client Services Manager Resume Examples & Samples

Day to day management of Service team
Work closely with other business partners such as Product, Country Management and Client Executives to resolve issues
Responsible for Staff development and career progression

108

Client Services Manager Resume Examples & Samples

Responsible for developing national sales plans for our clients and retailers operating within the approved financial guidelines
Responsible for achieving annual client budgets
Responsible for establishing, maintaining sound client relationships
Responsible for facilitation and loading of all retail projects through Project Administrators in SalesTrak following established rules and guidelines
Responsible for monitoring and reporting project results
Collaborate with Field Support and Retail Management to ensure complete and timely execution of all retail tasks
Responsible for completing all corporate administrative duties within the established guidelines
PC knowledge and skills in Microsoft Office products
Strong Excel skills: Data Manipulation (filtering, sorting, freezing panes), Pivot Tables (summarizing/analyzing large data sets in Excel) and Vlookups (quickly pulling in information from a lookup table)
Possess negotiation, project management, research, analysis, and presentation skills

109

Client Services Manager Resume Examples & Samples

Educates clients on various FIS 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
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
Other related duties are assigned as needed
Ability to analyze and solve problems using learned techniques and tools

110

Client Services Manager Resume Examples & Samples

Experience coordinating various schedules and activities across multiple projects and engineers
Must have a technical awareness and understanding of the IT solutions/services provided
Prior experience effectively building relationships with technical and non-technical individuals
Must have a general understanding of the interdependencies of IT and other departments in a banking environment
Demonstrated success with effectively working with a variety of work styles within the organization and our customers
Ability to drive and adapt to change in a position and environment that offers variety in daily responsibilities
Has the desire and ability to deliver exceptional customer service
Likes working with others in a cohesive environment
Has the initiative to take ownership and the drive to achieve excellent results
Must possess strong written and verbal communication skills
Ability to work in a fast paced, dynamic work environment

111

Client Services Manager Resume Examples & Samples

Understand internal process for execution and delivery of campaigns and the ability to troubleshoot any seen issues
Work as a resource to help with RFP materials, reporting metrics, campaign summary and end of campaign reporting/analytics
Manage relationships with Internal Partner teams in Sales, Adops, Media, Product and Marketing in regards to specific campaigns and overall process
Develop new process where you see need to help the team as a whole while understanding and ensuring current process is implemented correctly
Support your team providing the correct training and understanding of process
A proven experience - at least 3 years - in digital account management or media planning/buying, ad networks or programmatic manager
Must be passionate about the digital space and have terrific grasp of the digital media landscape
Detail oriented with ability to multi-task in a fast moving start-up environment
Effective project management and excellent time management skills
Proficiency with MS Office suite: Excel PowerPoint and Word
Strong proficiency in another European language (Spanish or German or French or Swedish), both written and spoken (study/work abroad a plus)
Knowledge of ad serving and reporting tools: Doubleclick, Atlas, Flashtalking, Sizmek, Adform, Appnexus
Proficient with third party verification vendors: Adtricity, Meetrics, Integral Ad Science
Experience with automated buying platforms – RTB/Programmatic and CRM solution such as Sales Force
Familiarity with ComScore, Nielsen/NetRatings, @Plan. Media Audit a plus

112

Client Services Manager Resume Examples & Samples

Manages Client Service staff
Utilizing historic data, forecasts staffing requirement and works with HR to ensure hiring plans are in place
Interviews candidates and makes hiring recommendations
Provide feedback and assist with plan for staff workday scheduling
Provide onboarding and new hire training and assist with cross and recurrent training of team
Communicate with other department managers to resolve issues and expedite work
Review and verify payroll for direct reports
Assist with staff’s Goal Setting and on-going reviews of those goals
On-going evaluation of staff performance
Document and maintain employee attendance files and communicate any attendance policy issues
Resolve complaints or escalated issues from the Client Service Staff
Make recommendations for improved processes or procedures within Client Services
Observe and evaluate performance of staff
High School degree or higher
Supervisory experience with direct reports in a call center environment
Customer Service soft phone skills
Understands productivity and quality objectives
Strong knowledge of call center systems and workflows
Understands basic Call Center Representative production and quality standards
Workforce Optimization
Strong computer skills on various computer systems
Interpersonal and communications skills
Positive and helpful attitude
Punctuality and attendance
Initiative and Attention to detail
Flexible work schedule (shifts run from 7am CT through 7pm CT)

113

Client Services Manager Resume Examples & Samples

Apply project management process throughout the project life cycle
Effectively manage project deliverables, expenses along with resource utilisation through to project completion
Manage training materials by coordinating design, development, editing and productions for client deliverables and engagement
Manage client communications required for the implementation of projects including invitations, pre-reading, overviews of key processes, program feedback as required
Manage facilitator briefing, ongoing communication and post program feedback
Demonstrates proficient use of CRM applications and tools, including updating, populating and maintaining data
Maintains professional relationships with key internal and external client contacts, gaining recognition as a business partner/resource on non-technical questions and issues
Identifies and assists in implementation of quality assurance plan processes and procedure improvements
Manage delivery of logistics activities for program by coordinating with the Operations Administrator on projects and providing support to deliver engagement logistics where appropriate
Ensures proper web course set up and scheduling. Acts as a liaison to facilitator the flow of information to ensure necessary actions are taken. Addresses and resolves non-technical issues and questions from client
In-house Learning Management System expert, providing coaching, reporting and troubleshooting activities. Monitors usage and reports back to clients as required, prepare assessment reports for delivery to clients
Participate and contribute in client meetings with consultants throughout the implementation process, as applicable
Diploma or Degree in Business, Marketing and/or Communications is desired
2-5 years relevant experience in training coordination, events or learning and development
Cert IV in Training & Assessment would be an advantage
Proactively identifies problems, ascertains possible causes and recommends solutions for corrective action
Effective presentation, business writing and verbal communication is required
Questioning skills
Strong initiative and follow through
Process improvement skills

114

Client Services Manager Resume Examples & Samples

Responsible to manage multiple projects simultaneously, highly organized to meet deadlines and juggle priorities
Establish appropriate customer contacts and build effective relationships that benefit in the delivery of project goals
Develop, plan and execute all on-boarding projects (small, medium, and large/complex)
Plan weekly project meetings with customers to review project scope and agree upon delivery timelines
Responsible for monitoring and tracking project milestones and deliverables
Manage customer leader data and providing analysis and updates
Work with Provisioning team on customer leader activation timelines
Work with all cross-functional teams (Operations, Marketing and Engineering) when non-standard requirements are raised
Develop and review communication and training strategies with customers to promote service adoption
Provide communication material and intranet content that is customized to the project scope
Gain customer approval on all communication content and secure agreed upon intervals and delivery dates
Discuss customers training requirements and determine if On-boarding will conduct the trainings or coordinate with the Global Learning and Development teams
Conduct a first invoice review with customers and confirm contracted rates are installed properly
Provide training on invoice and administrator tools for effective reporting and management of services provided
Drive adoption of customer enablement and self- service conferencing tools by conducting demos, trainings, and awareness sessions
Contribute to the creation of conferencing campaigns to increase awareness and to help drive business across new subsidiaries, new regions and new departments
Identify and pursue business opportunities through existing accounts by introducing new conferencing services
Bachelor’s degree or equivalent work experience (minimum of 4 yrs. experience in a related discipline)
Project/program management skillset
Exemplary written and oral communication skills, with keen ability to articulate complex problems and action plans to senior levels, internally and externally, with the proper audience focus
Strong initiative, self-confidence and sound judgment
Strong customer and internal colleague relationship skills
Proven ability to multitask, with constant focus on prioritization, current status and critical path items
Self-directed, ability to work independently and without direct supervision
Strong application skills in MS Office programs

115

Junior Client Services Manager Resume Examples & Samples

High level experience with querying data within SQL Server
Prior exposure to healthcare payer side data
Strong communication skills (written and oral)
Ability to learn the MedInsight® product thoroughly
Frequent communication with our India back-office support staff
Multi-tasking will be commonplace
Work with the development team when bugs are detected
Work with client managers on a range of issues (including but not limited to)
Other Microsoft products

116

Client Services Manager Resume Examples & Samples

Ensure the team members support the goals and objectives related to protecting all lines of existing business, increasing revenue, improving his/her skills in communicating with our customers regarding solutions to their needs and concerns, developing relationships with our internal and external customers
Responsible for a book of business and responsible for the day to day Processing, attendance, scheduling, administration, cross training, staffing, discipline and performance evaluation of the Team Members
Coordinate projects within their team to meet the goals and objectives of the assigned book of business
Responsible for the supervision and coordination of timely and accurate invoices and reports to clients. This may include exploring the client processes, developing partnerships with clients, and development and implementation of AIM processes to provide the mutually agreed upon results
Monitor and maintain designated contacts within the team’s assigned accounts and actively participate and lead the team members in managing the needs of assigned client payers
Ensure accurate, current client information is maintained and shared with and available to all team members
Understand the administrative procedures of all accounts in the assigned book of business and will direct the team members to coordinate and produce timely accurate responses to client issues and all internal issues related to the client including research, check requests, commission denials, etc
Understand and train team members on the basic concepts of all LOB’s, processing and how to review and understand reports produced
Assist the team members in identifying and understanding the needs of our client payers
Communicate with our client payers utilizing good verbal and business writing skills and use peers to proof communication to our customers for accuracy and clarity
Assist the Director, Client Services and the Senior Operation Manager in the selection and training of new client services employees, continuing education of the team members, and mentoring of newer team members
Monitor the goals and expectations of their team members, while assisting the department reach their goals and objectives
Bachelor’s Degree or High School Diploma/GED with 3+ years of experience in customer service, claims or administrative work
Knowledge in health insurance claims adjudication and healthcare funding methodologies
2+ years of experience in Microsoft Word and Excel
3+ years of experience in customer service, claims or administrative work

117

Senior Client Services Manager Resume Examples & Samples

Provide mentoring, guidance and day-to-day supervision to direct reports
Serve as primary point of contact for key customer stakeholders and first-level escalation point for all service delivery issues. Escalate issues to Program Delivery Executive and client executives as needed
Provide accountability for client satisfaction and operational stability for the client’s environment
Monitor service delivery on an ongoing basis to ensure compliance with contractual service levels. Ensure that all contracted program deliverables are completed and maintained
Oversee and provide accountability for all projects, service request delivery, and incident management, ensuring SLAs are met
Evaluate incoming projects for operational impact to the client’s system and implement strategies to mitigate any negative effects
Play a lead role in ensuring prompt resolution of major incidents and managing follow-up actions resulting from root cause analysis
Prepare for and lead division-level governance meetings
Maintain and drive resolution of Open Action Items
Lead quality improvement initiatives and service improvement programs
Consult with clients on strategic, organizational, and operational challenges
Establish and maintain long-term relationships with clients and third-party vendor personnel
Develop and manage strategic relationships with Verizon service delivery partners
10+ years’ experience in successfully managing complex service delivery activities in a client services industry
Operational support experience within a complex global network environment including managed LAN/WAN, managed security, managed IP-PBX, Network and Security Engineering and Network Analysis and Reporting
Prior experience with large scale Managed Services Accounts and Customized Network and Telecommunication Services required
Demonstrated ability to build and maintain long-term, client relationships
Must be able to manage small to medium sized projects involving LAN/WAN equipment and data circuits using industry standard tools and methodologies
Prior, in-depth experience with key Verizon Products, Solutions, Services and related operational delivery processes preferred
Financial Business acumen with client P&L management experience preferred
Works comfortably under pressure and changing priorities
Demonstrated ability to lead, support and work within Project Teams
Excellent abilities in coordinating multiple requests across multiple organizations
High degree of structure and well organized
ITIL Intermediate or above preferred

118

Client Services Manager Resume Examples & Samples

Oversee daily, weekly and monthly functions of onsite ESS representatives by assigning tasks, coordinating workflow and establishing priorities as needed. This includes the assignment of duties, account analysis, documentation and follow up, payment file reviews and other similar duties to effectively manage the ESS inventory
Prepare and provide reports to manager(s) on work in progress, address any backlogs, and provide a course of resolution to the Client Services Manager
Oversee daily, weekly and monthly staff schedules to assure adequate coverage to the facility. Receive notifications for planned and unplanned absences and secure coverage from other staff or by filling the shift personally
Serve as the liaison between ESS Client Services Director, Call Center, ESS corporate office and senior leadership, and onsite staff. Serve as the liaison between Hospital staff (PAD/BOD/CFO/SSC) and ESS division. Serve as the liaison between physician offices, local agencies and others and the ESS division
Establish a well understood workflow process to ensure multi-shift employees will know what needs to be done during each shift
Verify accuracy of forms, correct errors and retrain employees on deficiencies
In collaboration with the Client Services Director, interview and select new ESS employees according to company policy and employment law
Train new employees and conduct employee evaluations in collaboration with the Client Services Director
Meet with employees regarding disciplinary actions in collaboration with the Client Services Director and HR staff
Review/update employee time records to ensure accuracy in timekeeping in accordance with company policy and employment law
Review and approve field visits only if criteria are met to justify the expense
Review and approve expense reports for On-site Representatives and submit in a timely manner
Is recognized as the subject matter expert related to all state, federal and local funding sources available. Additionally have strong understanding and ability to train and evaluate staff on compliance with state and federal rules and regulations including HIPAA, EMTALA, Red Flag Rules, PPACA and others
Maintain current knowledge of changes that occur in state programs and communicate with Call Center Director and ESS senior leadership in order to update systems and train employees impacted by the change
In collaboration with the ESS Management staff, implement operational changes and upgrades as necessary
Ensure that state(s) certification requirements are met and staff certifications are maintained at all times
Conduct special audits or projects as requested
Participate in Trainer/Supervisor/Manager calls that occur routinely with ESS leadership
Ensure compliance with Hospital policy and procedures and pertinent laws or regulations
Observe professional ethics in maintaining confidential information acquired concerning the personal, financial, medical, or employment status of patients and their families
Follow accepted safety practices for patients and hospital, report safety hazards and initiate appropriate action, and participate in safety instructional programs

119

Client Services Manager Resume Examples & Samples

Oversee daily, weekly and monthly functions of onsite Reps by assigning tasks, coordinating workflow and establishing priorities as needed. This includes the assignment of duties, account analysis, documentation and follow up, payment file reviews and other similar duties to effectively manage the ESS inventory
Prepare and provide reports to manager(s) on work in progress, address any backlogs, and provide a course of resolution to the Client Services Director
Serve as the liaison between ESS Client Services Director, Call Center, ESS corporate office and onsite staff. Serve as the liaison between Hospital staff (PAD/BOD/CFO) and ESS division. Serve as the liaison between physician offices, local agencies and others and the ESS division
Meet with employees regarding disciplinary actions in collaboration with the Client Services Director and HR Director
Review and approve expense reports for Onsite Representatives and submit in a timely manner
Perform as the subject matter expert related to all state, federal and local funding sources available; additionally, have strong understanding and ability to train staff on compliance of PHI and EMTALA
Maintain current knowledge of changes that occur in state programs and communicate with Call Center Director and Executive Director in order to update systems and train employees impacted by the change
In collaboration with the Client Services Director, implement operational changes and upgrades as necessary
Participate in Trainer/Manager calls that occur regularly with ESS leadership

120

Client Services Manager Resume Examples & Samples

Be the client advocate - fully represent Clients interest in the day-to-day operations of our business
Work hand-in-hand with our offshore production hubs to ensure their delivery meets or exceeds client expectations
Work with clients to establish operational and performance goals; monitor performance of Wunderman Production to ensure we are meeting client KPI’s
Be the escalation point for our clients in resolving issues while successfully mapping the client organization and creating a plan for building multi-tier relationships
Bachelor degree from an accredited 4-year college/ university in advertising, marketing, communications, psychology or similar area
2-5 years’ experience running client accounts
2-5 years’ experience developing and growing high-touch client relationships
1-2 years’ experience in managing outsourced production in a global environment
Experience in managing large global clients with outsourced production in a global environment
Proven expertise and track record on growing existing clients including finding and developing new opportunities
Broad knowledge and expertise on managing fortune 500 clients in a wide variety of industries
Excellent organizational, interpersonal and influential communication skills are critical
Prioritize and allocate resources to various and dynamic initiatives
Develop project plans, including scope definition, timelines, and deliverables
Passion for growing relationships and businesses
Technical understanding of production advantages
Self-driven and able to manage and prioritize workload for self and teams
Ability to manage senior stakeholders
Knowledge of digital production
Flexibility of work hours due to the global nature of the business, including late night and early morning meetings as necessary
Self-starter and a team player
Availability to travel within the US and to the Wunderman Production Hubs

121

Client Services Manager Resume Examples & Samples

Deliver optimum service to our customers
Provide 'white glove' service in response to clients’ inquiries by phone, email, or ticketing system, while demonstrating exceptional prioritization, time management skills and escalating when appropriate
Manage the administration of share purchase plans, stock options and awards for specific complex client groups with global needs
Maintain, develop and enhance long-term client relationships
Maintain client documentation up-to-date, and consistent with all client processes
Process timely and accurate data updates, data manipulation and data management by updating the software per client instruction
Participate proactively in ongoing training to expand your own knowledge base
Track open issues and escalate internally as appropriate
Identify errors and potential issues and work collectively with other team members and internal stakeholders to find solutions
Understand financial reporting and administrative reports
Actively manage customer expectations to ensure maximum satisfaction with Solium's products and services
Work in a team environment, which includes interacting with the Relationship Management team on customer issues and taking responsibility for client satisfaction
Post-secondary diploma or degree is required
Successful completion of Certified Equity Professional (CEP) program or willing to obtain within two years
6+ years of customer service, financial and/or operational experience
Experience in a B2B environment is preferred, as well as experience working with large or multi-national companies
Little to no difficulty interacting with C suite
Self-motivated with the ability to effectively manage multiple tasks against tight deadlines
Fluency in written and spoken English is a must
Series 7 License, or accounting background preferred
Commitment to successfully complete the Shareworks certification within one year, which is administered at Solium
Ability to apply your entrepreneurial, innovative mindset to assist in the development and improvement of internal and external processes
Demonstrated competency with common technology and technical concepts, including but not limited to email, internet, Excel and Word
Ability & commitment to build a strong understanding of ASC 718, expensing and valuation regulations and requirements, and Valuation models within 9 months

122

Client Services Manager Resume Examples & Samples

Educates clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools
Monitors daily 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
Provides oversight on commitment requests, participating in project kickoffs to ensure understanding of project expectations and scope and monitors target dates
Good working knowledge of FIS systems as well as the industries in which FIS competes for business is preferred
Print and mail experience preferred

123

Senior Client Services Manager Resume Examples & Samples

Make recommendations and assist in the rollout of workflow improvements for order-to-cash process working with sales, operations, finance, and accounting
Make recommendations and execute strategies for managing AR aging. To include working with sales management and sales representatives
Manage the integrity of data in Elan from advertiser setup through data entry and collections. Work with finance on sales to ensure accurate reporting. Work with advertisers to utilize customer portals to streamline processes within TEN
Assist with system upgrade string testing. Make upgrade and workflow recommendations to system administrator
Establish/approve credit terms by analyzing D&B credit report, credit applications, references, industry research with sales representative’s/general manager’s input
Make initial contact with an advertiser after proposal is sent to include supplying advertiser with “welcome packet” to comprising of a credit application, credit card payment instructions, account setup, customer portal instructions (material and accounts receivable), establishing and confirming payment terms, and confirming contract and insertion order verbiage are to TEN requirements
Assist sales and data-entry team with all orders to ensure the correct ad types, properties, and sales representatives are booked in the system as well as the correct paperwork has been received
Thorough understanding of assigned customer base as it relates to annual spend, type of account (advertiser/agency). Comfortable with making collection calls to a diverse range of customers
Maintain all contact notes to ensure sales representatives and management has up-to-date information on the status of the account and all contact made to date
Proactively work with the cash applications team to ensure cash on account is resolved on a daily basis. Ensure all customer facing data is accurate and up-to-date at all times
Maintain relationships and daily contact with sale representatives to ensure our customer service is up to TEN standards
Make recommendations for account management to include cash-on-account application, write-offs, submission to collection agency, and elevation to senior management for resolution
Process credit card payments on the spot to maintain high level of customer service
Manage all rate variances for assigned customer base to include researching with advertisers and sales representatives, garnering the required approvals from management, and working with billing and cash apps to apply credits to accounts accurately
Establish thorough understanding of the TEN workflow from CRM through cash application
This position may include supervising one or more employees where applicable
4-year college degree in Accounting or Business and/or 10 years related experience
Prior experience in working in the media industry
Well versed in collection methodologies including making cold collection calls and establishing/maintaining positive working relationships with customers
Ability to communicate with a broad spectrum of individuals including senior management, sales representatives and above all, a diverse customer base
Ability to take accountability for work produced
Knowledge of credit reporting agencies and related issues

124

Client Services Manager Resume Examples & Samples

Managing escalations to resolution
Building and maintaining strong client relationships
Risk identification and management
Contributing to up selling of services/solutions

125

Custody Client Services Manager Resume Examples & Samples

Responds to inquiries by providing the requested information or referring the inquiry to the appropriate area for resolution
Acts as the initial contact for complex client or partner inquiries for GFS products and services
Communicates with clients regarding GFS products and services by providing in-depth information
Documents and prepares reports regarding client calls. Analyses reports and identifies potential problem situations, trends and improvement opportunities. Initiates changes to processing as needed
May manage daily operational activities and supervise day-to-day work of junior level employees (but not a formal management role)
More technically sound in area of expertise and has broader knowledge of other areas

126

Client Services Manager Resume Examples & Samples

Proven Asset Management experience preferably within an operational/client service environment
Ability to communicate effectively with all staff and management levels both internally and externally
Time and organizational management skills essential, including the ability to balance the demands made by a change in circumstances with on-going job requirements
Good PC skills including good knowledge of Excel, Word and Outlook
Demonstrate strong problem solving and analytical skills
Ability to grasp new concepts and ideas quickly

127

Client Services Manager Resume Examples & Samples

College degree in Finance, Accounting, Economics or applied sciences
Minimum of 4 years’ experience in financial services operations in a fast-paced, client-focused, deadline-oriented environment; previous client-servicing experience highly preferred
Previous exposure (direct or indirect) to a custodian bank, fund administrator, or outsourced operational model highly recommended
Familiarity with Exchange-Traded derivatives and complex OTC products including bilateral and cleared interest rate and credit default swaps, equity swaps, total return swaps and foreign exchange instruments
Knowledge of current regional derivative related regulatory requirements preferred
Technical knowledge of general accounting standards and practices
Excellent relationship management skills for developing relationships with external and internal clients and stakeholders

128

Client Services Manager Resume Examples & Samples

Develops, builds, and fosters long-term, meaningful relationships with all key employees in all banks in their portfolio. Relationships must be high and wide in the bank and at a minimum must include the following: CEO/President, Senior Lender, CFO, Head of Retail, Head of Operations and Auditor/Compliance Officer
Communication is key! The CSM conducts regularly scheduled status calls with clients and is talking with his/her banks constantly on outstanding Client Care support tickets, upcoming features in new releases, Bankway utilization, available education/training courses, and more
Follow-up! The CSM is great in this area (both internally and externally) and helps to ensure Bankway Client Care "walks the walk" in delivering the support our banks need/deserve
The CSM owns their clients' service-related happiness, and is the bank's point-person for communication, follow-up, and escalation of reported issues within Client Care
The CSM helps to properly set and manage customer expectations
The CSM recognizes sales opportunities and passes sales leads to our internal sales channels for closure
The CSM always looks for ways to “WOW!” our customers - think outside the box - be creative in producing the best client support experience possible
Manages the service-side of the client relationship --- not just for Bankway, but for all FIS products/support
Acts as an escalation point between the client and the various FIS Support teams across the company
Provides project oversight and assists with escalation as needed
Participates in the Client Loyalty process by informing assigned clients of process, encouraging them to respond to the survey in a timely manner, participating in follow-up discussions, and developing action plans to address any negative comments
In-depth knowledge of Bankway core software features and functionality - highly desired
20% travel throughout the domestic US**

129

Client Services Manager Resume Examples & Samples

Stakeholders Management (External/Internal Clients)
Note: KPI’s and criteria’s are subject to change based on the organizational needs
Competencies, Experiences and Skills
5 -7 years of experience in customer services or banking operations preferably in banking and finance sector with a desire to work in a client facing role
Excellent knowledge of banking activities (Payments, trade, Loans and others)
Knowledge of the process flow of bank transactions and the correct use of the Bank’s systems (HOBART/Atlas2/Centric Others)
Ability to understand customer’s requirement
Knowledge of Microsoft Office / other PC based application and tools
Handling daily work pressure (tight deadlines, Quick TAT)
Should contribute to overall department work as team player
Should have the ability to work independently with minimum dependence on others
Personal Profile: Client friendly, Proactive, Responsible, Communicative and Committed
Ability to meet deadlines and targets maintaining absolute control of risk
Project Management skills with ability to manage small project independently
Fluency in English (Verbal and Written)
Other languages: Arabic, French and Hindi

130

Gtb-client Services Manager Resume Examples & Samples

Management of the NAV preparation and review process for our PERE fundadministration clients
Due diligence checks including investor KYC and monitoring compliance with Anti-Money Laundering policies and regulations
Client relationship management and acting as principle point of contact for Fund Administration clients
Fund accounting and investor reporting systems such as Sungard Investran, Advent Geneva and HWM Mantra
Pricing, client adoptions and integration of new fund administration mandates
Ensuring adherence to documented procedures and policies
Liaising with internal stakeholders within a financial institution – Legal, Risk, Compliance and Audit
Working on ad hoc internal projects (as required)
Assisting in the development of new and existing global client relationships, optimizing service offerings, productivity and profitability
Managing the SAS70 / SSAE16 process

131

Client Services Manager Financial Advice Resume Examples & Samples

Growth of the advice business (internal term) through the development of new existing relationships
Relationships with our Corporate Authorised Representative clients or clients where we provide consultancy services
Participation and preparation of client sales tenders for financial advice services
Managing to a budget, achieving financial objectives and managing expenditure
Development of advice programs for clients
Developing and maintaining strategic partnerships
Degree qualified in finance or superannuation related fields
Minimum 5 years’ experience in business development within a financial services environment

132

Client Services Manager Resume Examples & Samples

Managing day-to-day relationships with media agencies and brands
Reviewing and evaluating client campaign performance metrics
Preparing client reports and presentations with insights derived from campaign results
Assisting in implementation and technical troubleshooting of new and existing campaigns
Collaborating with sales team to identify and capitalize on new business opportunities with existing clients

133

Lead Client Services Manager Resume Examples & Samples

Drive post-sales, lifecycle relationship
Lead a work group and/or development of broad programs or projects in support of organizational strategies
Manage resources (internal and external) responsible to deliver services and meet customer contractual commitments for complex large or global accounts
Manage Verizon Services from delivery through lifecycle support
Six or more years of related experience- Has demonstrated excellent client & org, comm. and process skills - Has served as a Proj/ Prog Mgmt ;incl vendor mgmt for complex accounts; familiarity with svc transition & opera processes'- ITIL v3 certification

134

Client Services Manager Resume Examples & Samples

Bachelor's degree with a focus in a business-related discipline
7-10 years of professional experience with at least five years within a client service and/or client management setting
Defined contribution operations experience and recordkeeping experience required
Strong interpersonal skills, strong project management skills; creative; strong attention to detail; strong oral and written skills; ability to work collaboratively
Ability to multi-task; strong project management skills; creative; strong attention to detail; strong oral and written skills; ability to work very collaboratively
Approximately 30% travel required

135

Client Services Manager Resume Examples & Samples

Oversee all activities - commercially and technically
Manage support deliverables for assigned premium level support contracts
Generate proposals to customers
Drive resolution for all open issues
Act as primary contact to customer and sales engineer for service to customer
Ensure customer ROI expectations are met or exceeded
Provide detailed reporting and ROI analysis to customer, sales and management
Be able to recognize potential problems with existing equipment/processes and develop solutions with the ability to adapt to various engineering designs, applications, and process criteria to create more efficiencies for self and peers
Be a mentor to peers, for PM technical and commercial best practices
Frequently interact with others to build productive internal/external working relationships
Conduct presentations of technical information/project activities, etc
Be able to receive assignments in the form of high level objectives with goals and the process by which to meet goals, while executing with excellence
Lead by example, striving for continuous improvement, demonstrating positive work ethic, fulfilling commitments to customers and Rockwell Automation, valuing and encouraging a diverse workforce, completing and submitting required reports on time, and acting in a professional manner
BS in Engineering discipline, Computer Science
Minimum eight years’ experience with increasing levels of responsibility in a systems, software, process automation, operation or application engineering capacity
Knowledge and leadership experience in delivering Automation/IT/Operations type projects for across an enterprise
Extensive experience with direct customer contact
Possess industry, application or technology knowledge relevant to assigned business
Must be able to work in a stressful environment where constructive feedback from others is encouraged
Must have excellent conflict resolution and people interface skills
Must be able to interface with all levels of management
Rockwell Automation will only employ those who are legally authorized to work in Canada for this opening
Demonstrate administrative and operations knowledge at an advanced level
Demonstrated success at simultaneously managing multiple complex projects
Demonstrate advanced knowledge of corporate organization, policies, products, markets and processes
Superior listening and data gathering skills
Demonstrated ability to work independently, and be self motivated
Further education in business administration, operations or project management
Sixty hours of formal PMI based Project Management training
Holds a current certification as a Project Management Professional (PMP)
Manage or actively participated in major projects for over five years
Available and willing to work overtime, weekends and holidays to meet customer project commitments when needed
Industry experience in Consumer Packaged Goods

136

Client Services Manager Resume Examples & Samples

Ensure all data is entered into the billing system including contacts (billing and material), terms, credit status, and handling instructions
Establish/approve credit terms by analyzing D&B credit report, credit applications, references, industry research with sales representative’s/ general manager’s input
Assist sales and data-entry team with all orders to ensure the correct ad types, properties, and sales reps are booked in the system as well as the correct paperwork has been received
Order entry for all barter and make-good orders to ensure the appropriate approvals and paperwork are present
Act as the company’s “face” with our customers by liaising between the billing group and the cash applications group to resolve any issues related to the customer
Strategize on an optimal approach for collecting past due amounts in consultation with management
Maintain all contact notes to ensure sales reps and management has up-to-date information on the status of the account and all contact made to date
Prepare reports and reconciliations as it relates to accounts assigned
Maintain relationships and daily contact with sale reps to ensure our customer service is up to TEN standards
Assist finance team to establish commission eligible orders by researching discrepancies with billing and paperwork
Assist billing staff with cash-in-advance customers
Work with advertisers to utilize customer portals to streamline processes within TEN
Advise on system setup to ensure all orders are booked to the GL correctly
Manage all rate variances for assigned customer base to include researching with advertisers and sales reps, garnering the required approvals from management, and working with billing and cash apps to apply credits to accounts accurately
On a monthly basis, review accounts and aging for credit worthiness. Make proactive recommendations to ensure customers maintain timely payments and appropriate future bookings
4-year college degree in Accounting or Business
At least 5 years of prior collection experience
Prior experience in working in the automotive/media industry
Prior experience in an account management role
Prior customer service experience in an operational role
Ability to communicate with a broad spectrum of individuals including senior management, sales reps and above all, a diverse customer base
Ability to thrive in a fast paced dynamic environment
Strong excel skills required
Strong attention to detail with emphasis on accuracy and quality
Able to multi-task and prioritize with efficiency
Must be customer service driven; possess strong customer service skills

137

Client Services Manager Resume Examples & Samples

Oversees team of Service Ambassadors. Leads Ambassador Team to elevate customer floor experience and create luxury shopping experience
Evaluate and enhance Greeter program to engage customers
Respond to escalated customer correspondence on complaints effectively and promptly
Provide the customer insight for SLT to improve the service culture
Owns the service issue from start to final resolution keeping the customer and store leadership fully updated
Apply critical thinking and analytical skills to customer problems to improve customer satisfaction and retention. Connects customer with team members as needed
Communicates all special events/product knowledge meetings to store on a daily basis. Develops and maintains a foreign language directory
Partners with counterpart on HBC side to ensure understanding of events happening in HBC on a daily basis
Conduct regular customer review with SLT on customer issues; develop progress and solutions to improve store customer centricity culture
Inspirational leader to evaluate efficiency and productivity of staff and process
Improve the overall effectiveness through developing, evaluating and training current Team members
Process morning cash entry from previous day’s sales
Tracking and processing of incoming customer packages
Fielding store calls as the operator
Process customer bill payments
Opening the store: safe, controller, registers and distributing reports
Counting register and petty cash
Reconcile Saks and 3rd party chargebacks
Resolving customer issues i.e. researching bills, lost packages
Working with associate inquires
Processing of daily bank deposits
Maintaining registers and updating systems
Strong interpersonal skills and good at dealing with internal and external customer inquiries and demands
Strong leadership presence to influence behavior on the floor
2+ years supervisory or management experience preferably within retail or hospitality
Strong communication skills –verbal and written
Strong computer skills, especially Microsoft office
Bilingual a plus

138

Client Services Manager Resume Examples & Samples

Responsible for the overall service quality delivered to institutional clients including monitoring and managing escalations for systemic issues - client retention
5-10 years' experience in Asset management, Fund Administration, Client Relationship and Service management or equivalent front office position in the financial industry
Proven track record to get things done and influence both internal and client organizations

139

Senior Client Services Manager Resume Examples & Samples

Full ownership of client service development plans
Relationship management of key clients, providing the main point of contact for project and account requests
Responsible for service review meetings and the creation, implementation and delivery of bespoke client service reports and improvements
Regular review and improvement of client service processes
Working closely with internal teams of suppliers to ensure client SLA’s and KPI’s are met
Partnering with operations teams and reviewing operational processes to ensure that all are fully engaged in providing effective support for clients
Supporting Account Directors with the creation of QBR’s and strategic planning for client accounts
Demonstrate leadership as part of the Client Service Management (CSM) team and wider business

140

Digital Client Services Manager Resume Examples & Samples

Adjusts program strategy and tactics based on client needs and established digital key performance indicators (KPIs)
3+ years experience in an online agency or client services position is required or equivalent experience
BS/BA degree in marketing or related field or equivalent certification from higher education
Agency work experience strongly preferred; primarily in a client services/account services role
European languages preferred
Experience with hotel eCommerce strongly preferred
Highly developed oral and written communication skills
Project Management Certification or experience in a project management role
Solid understanding of current digital marketing technologies with the ability to monitor and document tactic completion
Ability to solve problems quickly, think creatively and satisfy Internet speed-to-market requirements

141

Client Services Manager Resume Examples & Samples

Strong and broad background in IT encompassing both technology planning and business partner interaction
He/she must have a clear understanding of how all the components of a large scale IT structure fit together and depend on each other (applications, middleware, servers, network, storage, organization, and company culture)
Significant experience with reforming Global IT infrastructure. He/she have been an active participant in large DC/WAN deployments and/or planning efforts
For the purposes of this role consultative selling is about communications and establishing relationships, asking the right questions, problem discovery and guiding a customer to the right answer, it involves a deeper questioning of the prospect/customer leading to greater comprehension, increased trust and rapport
Have served in senior consulting roles in addition to Global IT operations and technology roles
Design and help deliver Services support programs to meet customer needs
Build business partnerships with strategic customers and partners
Experience with developing business cases and ROIs
5+ years of combined industry and technology experience
5+ years of increasing responsibility
5+ years experience with Consultative Selling
5+ years of experience leading and crafting comprehensive multi-million dollar service solutions/programs

142

Client Services Manager Resume Examples & Samples

Minimum of five years experience in Defined Contribution Servicing and/or Recordkeeping
Outstanding communication, interpersonal, client management and problem resolution skills
Strong working knowledge of ERISA
General systems skills; Microsoft Word, Excel, PowerPoint and Lotus Notes

143

Client Services Manager Resume Examples & Samples

Provides training and development opportunities, including stretch assignments, for team members and gives honest and open feedback to aid in the development of talent
Identifies and recommends process improvements that significantly reduce workloads or improve quality across for his/her assigned area(s) of responsibility
Builds organizational capability within his/her assigned area(s) of responsibility
Provides more complex guidance to client service team members on customer inquiries and/or concerns for his/her assigned area(s) of responsibility
Forecasts telephone volumes and short and long-term staffing requirements for assigned area(s) of responsibility
Develops metrics and provides more complex analysis regarding telephone traffic, call distribution and service performance to management
Ensures team is appropriately trained to respond to customer inquiries/concerns
Monitors and controls expenses within defined budget limits
Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures
5+ Years of experience in Client Services that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience Ability to evaluate information and the implications of a course of action or solution
Ability to read, analyze and interpret both internal and external documents such as general media/publications, professional journals, technical procedures, governmental regulations, policies, proposals, and standard operating procedures
Confident, comfortable communicator with strong written and verbal communication skills
Ability to analyze information and to evaluate the implications of a course of action or solution
Define problems, collect data, establish facts and draw valid conclusions
Evaluate trends in data or information
Demonstrated ability to ensure workloads are appropriately balanced among team members
Demonstrated strong relationship management skills with internal clients (e.g. management, peers and colleagues); proven ability to develop collaborative approaches
Demonstrates ability to successfully hire, retain, develop and coach staff via a culture of real-time performance feedback, with ability to build both technical and leadership skills
Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail
Demonstrates the ability to use sound judgment and discretion regarding confidential information
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines

144

Client Services Manager Resume Examples & Samples

Recruiting, managing, coaching and developing top Client Service talent and responsible for assessment and completion of performance reviews
Managing a service group of 10 – 15 employees in providing “best in class” client experience by pro-actively managing and mentoring service staff to maximize client experience
Identifying and resolving root cause issues that will impact the client experience
Assisting in streamlining processes and creating efficiencies while becoming more effective in how we deliver best in class service
Building partnerships with product, sales, implementation,technology and operations to achieve consensus and support for the business strategy
Monitoring daily/weekly/monthly Client Service metrics and continually driving process improvement across the organization, including coverage, product, technology, operations and reallocation of resources
Promoting Client Services by participating in Client/Prospect proposal meetings
Surveying and analyzing client feedback, including participation in client service reviews
Promote a “sales culture” by coaching direct reports to identify opportunities for clients to increase product usage and reduce operating cost
Ensuring new hire and refresher training process is continually refreshed
Ensuring compliance and regulatory risk requirements, such as complaint handling and AML training mandates, are met
Positioning and promoting Treasury Solutions Client Service as industry best practice
Strong motivational skills inspiring best in class performance from colleagues
5 years of experience with Treasury Solutions and/or Commercial product offerings
Ability to assess and effectively react to emerging system or client issues
Good decision-making and judgment
Effectively assess and disseminate information
Strong ability to delegate tasks and responsibility
Effective coaching and team building skills
Detail oriented, but maintains a big picture view at the same time

145

Client Services Manager, Vietnam Resume Examples & Samples

Critical Thinking: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to address sales challenges and new opportunities; taking courses of action based on sound analysis and judgment that appropriately consider customer and partner business capabilities and issues, available facts, constraints, competitive circumstances and probable consequences
Time & Productivity Management: Applying personal organizational strategies and processes to prioritize and efficiently manage a high volume of work activities
Negotiation: Effectively exploring interests and options to reach outcomes that gain the agreement and acceptance of all parties by using legitimate data, objective criteria to support ones proposal

146

Client Services Manager Resume Examples & Samples

Owns deployment and client acceptance of enterprise Products and Services, or system integration project or engagement
Provides day-to-day activities between client and company personnel
Ensures customer satisfaction of information technology solutions by managing the details of overall project schedules and deliverables
Typically uses more project management skills than technical skills
Responsible for training customer on product and services as well as educating the customer on all available services within our Training Department

147

Client Services Manager Telematics Resume Examples & Samples

Responsible for management and overseeing successful execution of Customer implementations for assigned clients
Develop and maintain positive client relationships at the appropriate levels. Grow and expand these relationships as represented by revenue growth each year. Become a Trusted Advisor of the clients and position both client and LN Risk Solutions for strategic growth
Identify gaps and recommendations for performance improvement on behalf of the client
Provide management oversight and direction of Client Service Analysts and responsible for their development and performance and provide direct client support when needed
Responsible for managing day to day client services of multiple accounts, removing roadblocks, directing client questions to the appropriate parties, managing conflicting priorities amongst customers, and coordinating internal priorities
Create client dashboards that provide clients with trends and improvement actions leading to improved customer satisfaction. Identify and implement process improvements that improve Customer Service
Extensive background and experience of telematics , insurance industry and application knowledge
Significant experience in Customer Service preferably within the software and/or insurance industry
Prior management or team lead experience is expected. Ability to engage and develop relationships at all levels of the client decision making matrix and link them with appropriate internal resources
Ability to develop compelling value propositions based on the client's business initiatives
Experience developing long term productive and sustainable relationships
Executive presence, communication and interpersonal skills as well as strong analytical and organizational skills
Ability to effectively identify and communicate technical product requirements
Innovative, proactive and intuitive in assessment of customer needs and requirements. Ability to negotiate and influence others
Travel will consist of approximately 20% of time

148

Senior Client Services Manager Resume Examples & Samples

7+ years of experience in consultative selling, account management or client services roles to sizable revenue generating accounts
Data sales and/or data licensing knowledge highly desirable
Strong negotiation and consultative selling skills
Strong financial acumen (ability to understand financials, industry trends and how it impacts the client)
Relationship building skills at all levels of the organization
Experience working successfully through internal partnerships with sales and product teams

149

Senior Derivative Client Services Manager Resume Examples & Samples

Own relationship from a derivatives perspective with highly demanding and complex clients
Effectively manage client expectations and communication on all matters relating to derivative products
Act as liaison between clients, internal partners and derivative operations owning
Act as point of escalation and provide guidance to team members and business partners
Provides support for escalation of issues related to derivative products covering all facets of the product
Handle difficult client situations professionally and in a timely manner ensuring the necessary level of attention is applied by all partners involved
Contribute to collation of official service review materials and actively participate in any and all meetings
Maintain strong working relationships with internal partners and provide SME input into strategic plans
Participate in industry events, develop and maintain strong links with the derivatives industry to monitor and assess growing trends to understand the wider environment and recommend development initiatives to ensure NT remains as the leading service provider
Represent the practice region within the larger Northern Trust organization, acting as liaison to internal sales, relationship, product and operational groups
Be a subject matter expert within the Derivatives Practice and provide comprehensive, in-depth consulting and leadership to team and partners at a technical level
Thorough knowledge of the Derivatives markets and familiarity with complex products
A track record of leading teams towards meeting client expectations with a track record of building strong networks and relationships

150

Client Services Manager Resume Examples & Samples

Provide technical support to internal teams and external customers
Develop, maintain, and distribute product and process documentation
Provide ad hoc product training
Collaborate on client enhancement projects including understanding requirements and some technical testing
Contribute subject matter expertise to ensure customer satisfaction and organizational success
Bachelor’s Degree in Engineering, Computer Science, Information Technology, Legal, or related discipline
5 years of client-facing account management support experience
Troubleshooting product issues, business requirements, and reporting issues via phone/e-mail
Proven ability to work cross-functionally to resolve technical, procedural, or operational issues
Software configuration management experience
Experience maintaining infrastructure improvement projects
Experience executing to short and long-term plans
Corporate legal industry experience strongly preferred
Experience with SaaS products

151

Client Services Manager Resume Examples & Samples

Develop and maintain in-depth product knowledge and expertise regarding all Inovalon products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings used by Inovalon clients
Receive and respond to client requests on a timely basis, serving as the liaison between clients and Inovalon teams to ensure products and services are delivered timely, in compliance with commitments, and in manners that delight clients
Manage execution of client integration processes in compliance with contract requirements, to ensure efficient and effective project launch while proactively managing client expectations
Prepare for and conduct regular, recurring (weekly, biweekly, monthly, quarterly, etc.) client conference calls and meetings to manage expectations and drive completion of delivery activities and effectively resolve issues
Provide information to other Inovalon teams (e.g., the Marketing and Business Development and Product organizations) to build and maintain outstanding client relationships
Identify, recommend and participate in creating enhanced products, services, and delivery processes; and
Actively participate in deliverable quality review processes to improve processes flows and client delight with results
Bachelor’s degree or equivalent experience in a related field required, Master’s degree preferred
Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information
Client relationship/account management experience, preferably in healthcare industry, minimum 4 years
Aptitude to understand healthcare industry and IT solutions based on analytics
Problem solving skills and strong communication and interpersonal skills
Program/project management skills and experience
Demonstrated ability to capture, understand, manage, and resolve questions and issues; and
Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company

152

Client Services Manager Resume Examples & Samples

Must have 5 years’ plus Managerial experience of services organization, including line management and customer relationship management
Experience with Treasury or Financial services will have a great advantage
Experienced in managing training programs including graduate trainees
Hands-on experience in creating training materials, exercises and demos

153

Client Services Manager Resume Examples & Samples

Manages at team of 5-8 Account Managers
Responsible for the development, training, performance management and accountability of all assigned Account Managers
Provide coaching to direct reports on client management, day to day coordination with internal departments and running of client programs
Recruit, screen, and hire top talent for the assigned team. Create an environment that fosters open and honest communication, learning, growth, innovation and high-performance
Fosters relationships with clients. Attend client Business Reviews, Launch meetings and other client facing meetings with Account Managers as part of client management
Foster ownership and accountability to achieve or exceed individual, department and company goals. Take a portfolio and overall footprint mindset to maximize team effectiveness
Works closely with other functional groups to implement required SOPs and diffuse client related issues
Provide consistent and accurate expectations and feedback to Account Managers as part of an ongoing performance management process through timely assessment of performance using measurable outcomes
Proactively identify problems/opportunities and solutions for addressing performance issues in order to maximize account manager’s full potential
Troubleshoots and works with account managers to enforce consistency within and across the organization
Supports the annual review of programs and evaluates efficiency, consistency and effectiveness across the organization
Generates summary reports at the end of each quarter for management review; generates analytics for use by management to assist with client expectation management
Supports the planning and coordination for the new program implementation
Develops and supports account management team in completing customer business reviews
Liaison to IT department for enhancements as required by the business
Performs related and additional duties as assigned
Understands Healthcare trends and operating assumptions
Demonstrated history of operating as a manager
Superior analytical skills relative to financial modeling; fluent in profitability calculations, ability to convert analysis into business trending, projections and recommend actions
Excellent organizational skills; attention to detail
Excellent integration, implementation and management skills
Working knowledge of computers necessary to operate effectively with company systems and programs
Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing
50% or more time is spent looking directly at a computer
Associate is frequently required to stand, walk (or otherwise be mobile)
Ability to travel 30%

154

Hedis Client Services Manager Resume Examples & Samples

Comprehensively manage assigned client relationships across the Company’s quality management services
Support, nurture, and expand positive and successful client relationships
Lead the client support team, comprised of data analytics, clinical, operations, and product experts, in the delivery of the Company’s services and successful completion of all assigned projects
Develop and maintain an expert level of knowledge regarding entire quality management product line and all affiliate service lines
Direct responsibility for the resolution of client questions, concerns and service issues - serving as the liaison between clients and the company; and
Foster and support business development opportunities in the expansion of products and services
Nationwide remote position
Previous experience in a managed care setting, and in health care analysis or performance measurement required
Minimum of 3 years of experience with HEDIS® reporting required
Must have current proficiency with MS Office tools (Word, PowerPoint and basic Excel skills). Previous experience with Quality Spectrum tools preferred
Knowledge of healthcare data, billing practices and reimbursement models essential
Must possess excellent attention to detail; excellent written and verbal communication skills required
Must be a self-starter and able to manage own work load; and
Must take a proactive approach towards executing on numerous tasks and priorities simultaneously, and managing customer expectations and relationships

155

Client Services Manager Resume Examples & Samples

Experience in working with Carrier Customers and has solid understanding of overall Carrier business and product suite
Results oriented with effective problem solving skills
Ability to understand complex issues and drive through resolution
Flexible if and when last minute customer meetings are necessary

156

Senior Client Services Manager Resume Examples & Samples

Populate, produce, review and distribute both internal and external reporting for stakeholders. This includes daily ad hoc reports, quarterly and annually reporting. Will generate reports through internal systems, review for accuracy, make improvements as necessary, and be able to defend outputs, meet deadlines per client demands
Manage all group policies and procedures. Ensure compliance with all established procedures including language from all new investments. Monitor and manage group policies and procedures, investment partnership covenant compliance, financial statement compliance, auditor compliance, governance around Funds and internal compliance, risk and SOX. This will be accomplished with the support of a team of three Analyst interns. Role will consist of daily training, oversight, review and mentoring of three intern analyst. Expected results include; timely and accurate deliverables for the client, data integrity, responsiveness to internal request, and continued growth in data management and system deliverables
Work with accounting team to manage annual tax returns and audit process. Collect, review, solicit feedback or corrections, input into system and report to Investor all low tier Investment year-end financial data from tax returns and audits. Train staff to work within process to conform to existing process. Work with Partnership Accounting staff to ensure deliverables to Investor are timely and accurate
Recruiting, hiring, training, managing and mentoring Analyst interns (40%)
Managing reporting budget with third party vendor (5%)
Tracking, verifying, reviewing, populating and completing all internal and external compliance/risk request (10%)
Review of all annual tax returns and audits at Investment level and Fund level (20%)
5 years of experience in client services, operations, sales or portfolio management support

157

Client Services Manager Resume Examples & Samples

Deliver against allocated annual TCV sales quota
Deliver against allocated annual Impact Revenue ‘IR’ Quota
Take proactive steps to ensure client loyalty and retention
Build strategic relationships & develop strategic opportunities within the entire organisation (Group) of assigned client(s)
Develop and maintain a Client Account Plan for each assigned client(s)
Adopt and effectively administer the Fiserv approach to account development, management and control and make this visible to colleagues
Identify new business opportunities through consultative selling and organisational probing
Qualification and effective management of new revenue opportunities
Manage and maintain client opportunities and engagements in eCRM and CRDB in accordance with Fiserv and Managing Director, Agiliti requirements from time to time
Ensure new business opportunities meet the required profitability metrics of the Agiliti unit
Undertake weekly pipeline and service reviews with the Managing Director, Agiliti
Conduct contract negotiations for new revenue opportunities
Provide an executive level point of escalation for client issues as required
Ensure that all Client requests are responded to in a timely manner
Manage the outstanding debt amount of client
To work with all delivery resources to ensure client deliverables are on time, of a high quality and remain profitable
To lead and coach technical resources as part of ‘sales team’ to present a consistent professional approach to client engagements
To assume overall responsibility for any client escalated issues and resolve them to the involved parties satisfaction
Work collaboratively with other Fiserv Business units globally
Managing large budget revenues
Able to build effective and trusting relationships at a Senior level (incl C-level)
10 years sales / pre sales experience
Experience in sourcing and selling multi million pound complex solution sales
Experienced working in the Financial Service Sector at a main Software and Services provider
Proactive and self-starter
Preferred Skills and Abilities
Result oriented and customer focused
Works collaboratively to achieve results
Positive communication & inter-personal skills
Experience of Fiserv an advantage
Senior Sales and Customer Relationship Management experience
Experience in Financial Service Industry in a customer facing role
Understand Financial Services solutions similar to Fiserv’s
Contract negotiation and Consultancy skills
Able to present with confidence using industry knowledge and experience
Certificates, Licenses, Registrations
Likely educated to a degree level
MBA or similar business oriented beneficial

158

Client Services Manager Resume Examples & Samples

Serving as the primary Catamaran Rx contact for tactical, day to day management of assigned accounts
Contribute to client retention plan execution, with a goal of retaining 98%
Documentation of all work requested through tracking tool designs, including exclusions, inclusions and co-pay structures and ensures that information is accessible to Customer Service Pharmacy Technicians. Documenting plan change requests from clients via task to Benefit Administration, and within SharePoint client folders. Confirming the plan change is completed and accurate. Reviewing Benefit Design Summary documents at least annually with account team partners
Maintaining consistent and regular client communication. Assisting with preparation of quarterly client status briefs, including identification of cost drivers, recommendations for cost savings opportunities, utilization reports, Rx Updates, and Catamaran Rx news. Attending regular on-site or telephonic client meetings to proactively review client benefits and drug utilization
Supporting client open enrollment process by preparing communication materials and attending open enrollment meetings
Following all policies and procedures related to job responsibilities and participating in the development and maintenance of departmental policies and procedures for Client Services, as appropriate
Providing regular feedback to account management team regarding client requirement status and business development opportunities
Provides training, support and direction to Customer Service Pharmacy Technicians, as necessary. Updates the web tool with appropriate client specific information, e.g. member communication materials, formulary exceptions, exception documents. Educates and assists clients in using help desk for day-to-day inquiries
Assisting in client training for remote system access and reporting
Participating in sales preparation meetings and finalist sales presentations as necessary; regularly attending and actively participating in company meetings as requested
Ensuring quick response and follow-up to client inquiries, including returning phone calls and emails within 2 hours and attempted resolution of all issues in less than 48 hours. Follows-up with client within 24 hours after issue resolution
Assure that day to day activities and accomplishments represent progress in support of strategic organizational & account objectives
Participating as preceptor/mentor to new staff as requested; assisting in the development of training topics and materials for coworkers; provides support to other departments as requested
Enhance professional skills and business knowledge
2+ years PBM industry experience (with specific emphasis on client implementation and account management
Experience Maintaining documentation of most current benefit
Drug knowledge
Experience delivering presentations
Bilingual fluency in Spanish and English

159

Client Services Manager Resume Examples & Samples

Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management, a related field; In lieu of Bachelor’s degree, a combination of work experience and education may be considered
Master’s Degree a Plus
Expert Microsoft Office Skills (Word, Excel, and Powerpoint)
Excellent interpersonal, written and oral communications and organizational skills
Ability to work outside of normal business hours, as necessary, to meet client expectations

160

Senior Client Services Manager Resume Examples & Samples

Previous experience (1 year +) in Project/Program Management type function
Previous experience (1 year +) in Client Management
Familiarity or experience in Contact Center Technology, Operations or Applications a Plus
Microsoft Project and/or Visio Experience a plus
Ability to effectively communicate with various levels of management (both internally and client facing)
Flexibility and versatility in problem analysis and resolution

161

Client Services Manager, Optum Resume Examples & Samples

Provide guidance / coach, manage, and oversee team of account managers
Support strategic initiatives, including those related to employee performance
Assist in client issue escalation, acting as the point person for the first level of escalation for their team
Manage client satisfaction and service levels through the Client Satisfaction Survey results
Implement and own department policies and procedures, ensuring that they are being followed and monitored
Review, monitor, and trend client utilization levels against targets
Responsible for direct client account management work (25% workload as an account manager)
Work collaboratively with co-manager to achieve department objectives and goals
5 years of Account Management in Health Insurance, Managed Care or Healthcare
3+ years of management or supervisory experience
Strong skills with Microsoft Project, Excel, PowerPoint and Outlook
Experience presenting and / or influencing at the executive level
Business travel required at least 25% of the time
Organizational skills, is able to use resources effectively and efficiently
Exceptional interpersonal skills, is able to work with internal and external business contacts at all levels, capable of negotiating and navigating challenging political situations

162

Client Services Manager Resume Examples & Samples

1) Manage all aspects of the customer account with respect to deal transactions, especially for AS
2) Sell solutions based on current and new portfolio of AS service offers
3) Facilitate sales transactions by
4) Facilitate Consulting approach for Swiss high touch customer
6) Create and manage a sales plan using all relevant data (new product funnel, potential upgrades and end-of-support situations) and then map this data to an agreed market development strategy based on company priorities
7) Maintain and develop existing customers through appropriate propositions and ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer and satisfaction
8) Plan/carry out/support local marketing activities to agreed budgets and timescales, and integrate sales efforts with other organized marketing activities, eg.,product/service launches, promotions
Developing the Pipeline: Applying knowledge of sales trends, market drivers, and key customer issues and opportunities to do strategic account planning; establishing, prioritizing, executing and monitoring a course of action to accomplish broad territory objectives and sales strategies; using knowledge to identify and cultivate future sales opportunities to build a strong pipeline

163

Client Services Manager Resume Examples & Samples

Analyze and prepare quarterly and annual administrative reporting
Research, troubleshoot and follow-up on participant and client issues while documenting all interactions and escalating issues to appropriate team members when necessary
Ensure that all materials presented to clients are accurate, complete and delivered on time
Review signed legal documents and follow up with clients on any outstanding items
Continually gain knowledge of relative compliance topics and develop an enhanced understanding of our products, services, systems and processes
Completion of standard auditor confirmation requests
Willing to work extended hours to meet deadlines
Strong understanding of financial concepts and products
Professional written and oral communication skills
Ability to communicate effectively with co-workers, clients, and carrier contacts
Ability to operate effectively in a team environment
Be attentive to detail, have excellent follow through and good time management to see a task or project through to completion
Proficient computer skills including Microsoft Office applications (including Microsoft Word, Excel, Outlook, Access) and accessing the Internet for research
Have strong analytical, mathematical, critical thinking and reasoning skills
Understand executive benefits and funding options preferred
Take advantage of opportunities to learn more about the insurance industry, products and plan designs
Have a client service attitude

164

Senior Client Services Manager Resume Examples & Samples

Remains externally focused while serving as primary contact for assigned clients, commercial branch contacts, agents and brokers on all issues related to the client's service relationship with CNA. Provides technical, administrative, process, and marketing expertise. May serve as executive contact for large, national clients
Builds and maintains business relationships with clients, agents and brokers in support of new business, retention and cross-sell goals
Collaborates with underwriting to determine claim service renewals at profitable rates through understanding of client's business, organization, service requirements/standards and goals
Leads development, delivery and evaluation of client service goals
Customizes measurement tools, such as customer evaluation surveys, and coordinates claim quality reviews, to monitor effective client service results and identify issues
Builds consensus with claim, underwriting, agents, brokers and/or clients to facilitate resolution for all pertinent claim service issues and develops action plans when necessary
Develops innovative new products and services based on client input and profitability goals
Negotiates, communicates and monitors special claim handling instructions for national accounts and key commercial clients
Accountable for the defined transition plans, special services and meetings for new accounts
Serves as a knowledgeable resource to both internal and external customers for inquiries about claim service offerings, products and process
Strong knowledge of claims systems, reporting systems, pricing model, client set-up processes, and statutory requirements
Strong insurance industry knowledge especially in the specialty area as it applies to client services and claim products and services, administration, and systems applications
Strong problem-solving skills and ability to organize and prioritize multiple tasks
Excellent interpersonal skills to effectively serve clients and build relationships and support sales efforts
Strong presentation and negotiation skills with the ability to function in a competitive, adversarial and/or strategic environment
Strong collaborative and influence skills
Self-directed to produce quality work products
Knowledge of Microsoft Office Suite and other business-related software and programming
Typically a minimum of five to eight years experience in claims or third party administration or insurance operations
Claim management experience preferred
Applicable certifications preferred such as CPCU, ARM, AIC, etc

165

Client Services Manager Resume Examples & Samples

Provides oversight and management of a team. Primary escalation point for all service and compliance related issues
Ensures implementation of national operational strategies and coordinates efforts to integrate company services for clients, both internally and externally
Collaborates with marketing and communications departments to ensure that collateral, press releases and web publishing are in accordance with company standards. Ensures effective marketing service delivery, business promotion, advertisement and public relations are delivered
Consults with sales/client-facing professionals and provides recommendations on real estate marketing best practices and strategies to maximize value for the team's clients. Ensures staff interfaces professionally with clients and responds with urgency
Assists in the development and execution of training programs for employees

166

Brand Client Services Manager Resume Examples & Samples

Effectively manage full life-cycle of service engagement
Create adaptive solutions to address specific client needs
Manage client expectations and service requirements
Effectively develop and communicate data-driven recommendations
Leverage internal and external software tools at expert level
Work closely with internal services team to create monthly deliverables
Quickly identify and adapt to industry trends and client requirements
Collaborate with internal departments to provide expert assistance and training where necessary
German, French or Italian language skills is a plus
Proven track record of Client Service or equivalent experience
Corporate Client Service and/or Consulting experience a plus
Background in Account & Project Management desirable
Knowledge of trademark laws and internet practices is a plus

167

Marketing Client Services Manager Resume Examples & Samples

Demonstrates business acumen
Partners effectively with customers and clients
Analyzes and evaluates information effectively to make decisions
Demonstrates critical thinking
Embraces and champions change
Uses influence to execute and drive ideas forward
Technology products and distribution channels relative to assigned product category is required
General Marketing principles and B2B marketing strategy is required
General Accounting principles including P&L evaluation, amortization schedules, and fiscal calendars, is required
General computer applications (Microsoft Outlook, Word, Excel, Power Point and SharePoint) is required
Selling and negotiation, writing proficiently, delivering effective presentations, multi-tasking, problem solving and trouble-shooting, strong attention to detail, organization and time management skills
Communicate with executive level associates internally and externally in an articulate and professional manner
Practice discretion and understand appropriateness of communication and behavior
Contribute in the marketing plan or program development process based on client goals, implement recommendations and see projects through to completion
Professionally conduct meetings and discussions, work both independently and as a team member
Travel up to 30% of the time, international travel may be required
Five to seven years of marketing experience, preferably in the high tech computer related environment
Experience developing and implementing channel marketing programs is desirable
A basic understanding of the distribution channel required

168

Client Services Manager Resume Examples & Samples

Establish/maintain client relationships
Answer data-related queries/requests from internal and external clients & provide updates on ongoing projects, changes in timelines, etc
Provide analytic support during client meetings on IMS Health products
Conduct service reviews with SG based regional clients; collect feedback and provide input to offering improvements
Build market review presentations for Singapore-based regional clients, track performance of the major companies & generate insights for significant shift in trends
Analyze Pharmaceutical and Consumer Health (CH) market & identify growth drivers & opportunities for expansion
Issue flash report with highlights on top performing companies, prescribed drugs and CH therapeutic class & brands

169

Client Services Manager Resume Examples & Samples

Minimum of 4 years direct CRO/pharma or other business-related experience preferred
Excellent customer service skills, attention to detail and ability to be persistent while maintaining tact
Demonstrated computer skills – requires excellent MS Office experience (specifically Excel, Word, Outlook)
Demonstrated ability to plan, multi-task and prioritize
Demonstrated teamwork, communication (written and verbal), and organizational skills
Knowledge of other software applications (i.e. SFDC) preferred
Ability to communicate appropriately and effectively with clients and Covance senior management
Positive attitude and sense of urgency

170

Client Services Manager Resume Examples & Samples

Manages day-to-day client requests and works to ensure that operations staff is knowledgeable and operationally effective
Responsible for meeting performance metrics established on programs. Develop plans to ensure that work is completed in a timely, efficient, high quality manner, and performance expectations are met
Work with the QA/QC Department to ensure quality of service delivery and high customer satisfaction. Develop expertise around CMA processes and SOPs and work closely with QA/QC Department to develop and implement any project-specific or enterprise wide processes. Identify the need for changes in SOPs and coordinate these changes as necessary
Anticipate and respond to day-to-day client requests. Communicate client needs to appropriate staff. Work with clients on program planning. Write and review client deliverables. Participate in client meetings, sales force training programs, and other meetings as appropriate. May server as a client contact back up
Collaborate with Sales & Marketing to drive sales and grow revenue by identifying new business opportunities CMA services. Craft scope expansions and participate in client pitches
Manage programs for profitability. Review project budgets, proformas, and client invoices. Review, adjust, and monitor volume, staffing, and revenue forecasts and communicate changes to forecast to appropriate parties. Identify and implement operational solutions to resolve budget issues and eliminate write-offs
Launch new programs and initiatives
Participate in training operations staff on client expectations in program design, operations and changes in program scope. Provide regular feedback to operations staff , supervisors and directors regarding training needs or other operational changes
Continue to grow reimbursement knowledge. Stay abreast of industry trends. Understand legal regulations that impact the business and funnel competitive intelligence to CMA leadership and Marketing and Prospecting, as appropriate
4 plus years’ experience in healthcare contact centers, health care program management, or a field closely related to the CMA services

171

Client Services Manager Resume Examples & Samples

Promotes the Hawaii Convention Center’s products and services; establishes and nurtures relationships with appropriate clientele and any other accounts that are assigned; calls on potential customers and regularly on key accounts; responds promptly to all inquiries, leads, and correspondence relating to assigned and new accounts
Creates and implements specific attendance building programs customized to meet client needs and affect change in higher attendance and/or prevent loss of attendance; develops and executes promotional materials to support those efforts through brochures and flyers, direct mail, telemarketing, banners, email, and other materials
Reviews and evaluates programs which impact revenue and market share; makes recommendations on findings, implements approved programs and evaluates results; reports on all activities and performance in relation to planned activities, including reports on promotion results, and effectiveness with detailed analysis and suggested actions for future to meet company goals
Assist in the long term sales efforts of HCC by attending major industry meetings along with their sales staff. Work with HCC in obtaining consistent dates in the future for return clients
Conducts familiarization tours, VIP’s special groups for assigned accounts or as directed. Maintains all files activity reports for all assigned accounts. Attends tradeshows, gathers publications and promotional materials of accounts to ensure HCC is properly represented
Performs other related duties as may be required or assigned by Management
A minimum of three (3) years of progressive experience in sales relative to booking short-term local meetings and/or events
Must have the ability to work harmoniously in a team setting exhibiting the “Aloha Spirit” to fellow workers, guests, clients and the community
Must exercise sound judgment in all Fiscal matters, which follow AEG and Hawaii Convention Center’s Policy, Procedures and Reporting processes
Graduation from an accredited college or university with a major in business, marketing, communications, advertising or public relations
Valid driver license and satisfactory driving record
Must have the ability to lift 50 lbs., stand, sit, crouch and bend throughout the course of daily activities
Must be organized and efficient with the ability to lead and direct staff
Personal and professional initiative, enthusiasm, and dedication to excellence in wide ranging services to the center’s clients and their customers. Ability to establish and maintain a system for assuring high standards of productivity within the department
Ability to maintain an on-going list by priority of projects and tasks, to assume timely and effective solutions to unanticipated client focused issues
Superior verbal & written communication skills; leadership skills; ability to receive and give instructions; ability to make presentations to company management and clients. Requires the ability to interface with all levels of employees in all departments
Ability to adapt and work effectively in various parts of the facility
Working knowledge of tools and equipment related to managing a multi-purpose and

172

Client Services Manager Resume Examples & Samples

Bachelor's degree (BA/BS) from four-year College or university
Minimum three years' experience in commercial real estate and Lease Administration
Minimum three years of management related experience
Conducts reporting and forecasting
Ability to comprehend, analyze, and interpret complex documents
Ability to solve problems involving several options in situations
Requires advanced analytical and quantitative skills
Proficient working knowledge of Microsoft Office Suite products such as Word, Excel, Outlook, etc
Knowledge of business and management principles involved in strategic planning and execution, resource allocation

173

Client Services Manager Resume Examples & Samples

Serve as key point of contact for assigned client(s)
Act as the Client subject matter expert during launch
Post-launch, coordinate / project manage services and ensure delivery per contract
Project management of clients’ specific requests (change management request tickets and support tickets)
Contract administration (T&E authorizations, work orders, etc.)
Identify needs and growth opportunities
Provide generalist technical support to client(s)
Basic configuration of variables and program level settings
One-on-one training and user support for Agent interface, Administrative interface, and Portal reporting
Manage performance of the program
Develop actionable plans to balance client’s short/long range goals
Oversee metric-based success measurement
Manage and report on overall financial success of the program
Recurring client performance reporting (weekly, monthly, quarterly)
If applicable, review agent performance and provide goals or set incentives as needed
Ensure internal processes are understood and followed to enable client satisfaction, retention, growth, and profitability
Limited travel to client sites to manage client relationship and deliver performance results
A 4-year college degree is required, preferably a degree in business or three years of relevant experience may be substituted for the 4-year college degree
Three or more years of experience with technology consulting, eCommerce, Web Analytics, and/or project management role or experience within an operational group in Digital or Marketing is preferred
The Client Services Manager I must have superb communication skills (both written and oral), including group presentation skills and is comfortable in interfacing with various levels of internal and external stakeholders, technical and nontechnical staff
This position requires the employee to apply knowledge of mathematics, statistics, and principles of finance to interpret data to determine actionable program improvements
Must have the ability to define problems, collect data, establish facts, and draw valid conclusions
Technical understanding of software development lifecycle, methodologies, and configuration management
Knowledge of Microsoft Office, including the ability to communicate complex data and ideas through Microsoft PowerPoint presentations
Experience with Internet software and Database software
Experience with standard web analytics systems, Jira, and Confluence is a plus

174

Defined Benefit Client Services Manager Resume Examples & Samples

Serve as the defined benefit administration subject matter expert and day–to-day client relationship manager. Manage internal and external client escalations and inquiries and serve as a secondary contact for participant level inquiries
Answer client inquiries regarding plan administration, including benefit calculations, payments, data, audit, valuation and pension assets
Handle global issue resolution primarily related to pension data and benefit calculations
Ensure overall client satisfaction; understand the TRS service model and secure TRS interests
Protect TRS, sponsor and participant from compliance concerns and assess liability of administrative processes in daily functions
Streamline internal processes as applicable
Handle transactional processing of data and pension calculation inquiries from internal teams
Manage participant statements (Quarterly DB/DC, Annual DB)
Ensure ongoing data cleanliness and plan maintenance; understand and communicate data issues that prevent or could prevent automation of benefit calculations
Proactively manage non-routine projects and build realistic expectations for delivery times. Handle non-routine projects such as auditor requests, non-standard calculation requests and special participant statements. Establish and maintain project plans and hold internal partners accountable for promised deliverables
Report discrepancies, escalations and potential process failures to management
Draft appeals correspondence, custom letters, and participant communications
Monitor and submit pension trust transactions for transfers, withdrawals, deposits, contributions etc
Coordinate with TRS ERISA legal counsel for plan restatements, plan changes, and Voluntary Correction Programs
Bachelor’s degree in a business-related field or equivalent experience
Five years of pension administration experience
Written/verbal communication and presentation skills
Problem-solving and analytical skills
Ability to work under pressure and handle multiple responsibilities
Proficient in MS Office programs
5+ years of client service experience

175

Client Services Manager Resume Examples & Samples

Overall project management of technical and administrative tasks for multiple clients
Assess & leverage risk and develop contingency plans if needed
Assist with the creation and review of functional and technical requirements, test plans, training materials and procedure documents
Coordinate testing and quality review of client deliverables
Summarize and report project status to Benefits Administration Team Manager
Assist with special projects as determined by Benefits Administration Team Manager
Minimum of 3 years of demonstrated project management experience with complex technical and administrative deliverables is required

176

Senior Client Services Manager Resume Examples & Samples

Manage end to end governance of our federal government clients
Motivate teams of highly talented professionals to successfully manage assigned accounts to meet the required targets for service delivery and customer satisfaction
Manage the existing solution and drive organic growth through building excellent relationship and understanding the business environment
Accountability for P&L and general business unit management
Drive change and continuous improvement in Verizon’s strategy and approach to winning and managing complex and Integration Deal clients
A Bachelor degree or equivalent experience. Even better if you have your Master's degree
Strong ITIL qualifications
Six or more years of experience in Client Delivery, Service delivery type of roles with knowledge of network and security concepts
Demonstrated experience in establishing strong C-level relationships both internally and externally specifically with federal government clients
Excellent business acumen with demonstrable experience of successfully managing federal government clients and third party negotiations
Experience in leading and managing a team and motivating to them to achieve business outcomes

177

Mercer Workplace Savings Client Services Manager Resume Examples & Samples

Implementation oversight – managing the framework and success measures for a new implementation and co-ordinating implementation project plan with client and provider implementation teams
Client management – liaising with existing clients to ensure that services are being delivered in line with expectations and acting as initial point of escalation to providers and co-ordination with UK Wealth consultant
Upselling of new services such as transfer consolidations and through retirement together with other Consumer services
Ad hoc team activities including administration and contributing to proposition development
5+ years in client facing side of group pensions market and ideally with project management experience and working with or in a UK bundled pension provider
Strong knowledge of the DC pensions and Investments market
Good people and communication skills with the ability to drive projects and deliver actions and outcomes
Ensure highest standards of care and professionalism at all times and comply with Mercer global principles (Peer Review, Compliance, Risk etc)
A levels of Bachelor’s degree with relevant professional qualifications e.g. PMI, CII

178

Client Services Manager Resume Examples & Samples

Client Relationship Skills - Ability to develop strong professional relationships with multiple roles and levels
Project Management skills - Strong organizational and planning skills Results driven with focus on producing high-quality, error free service and deliverables
Industry knowledge & experience - Understanding of healthcare claims adjudication and support processes
Proficient with Microsoft Office Suite (Word, Excel, Power Point)
Ability to work within a matrix organization Professional with ability to properly handle confidential information
Ability to handle multiple tasks, prioritize and meet deadlines
Excellent written and verbal communication skills, including public speaking
Bachelor’s Degree (or higher) preferred
Total of 5-10 years working experience with minimum of: 2+ years of healthcare operations (particularly healthcare consulting), provider relations, network management, or claims operations experience
2+ years of project or team management experience, including meeting facilitation and follow through on deliverables
2+ years of client relationship management experience, interacting with various roles and levels

179

AVP, Client Services Manager Resume Examples & Samples

Manage a team of 20 Customer Service Representatives
Take ownership of escalated client issues and drive them through to a positive conclusion
Establish and enforce service procedures, policies and standards
Compile and analyze call center and other service statistics
Facilitate best practice process management with various operational and administrative areas of the organization, including making suggestions for improved client service, quality control, and risk management procedures
Recruit quality service personnel and provide them with an environment within which they can excel
Stay aware of developments in the industry and apply new best practices as necessary

180

Client Services Manager Resume Examples & Samples

Build and maintain strong working relationships with various levels of assigned account(s)
Assume ownership for pre and post-sales support issues initiated by customer and internal personnel
Lead activities of internal groups to evaluate and implement procedural and systematic solutions that most effectively meet customer needs while adhering to Brink’s strategy and business objectives
Understand customer processes and needs and is able to respond to a wide variety of special customer requests and inquiries
Make independent decisions and commitments to customer on support issues on a real time basis
Work with customer, sales, support and other resources to provide deliverables to enhance customer relationships and meet customer expectations
Contribute to achieving specific account objectives consistent with company strategy
Manage all support aspects of the customer relationship with ultimate responsibility for customer satisfaction
Liase among vendors, external and internal clients
Support planning strategies and initiatives to enhance delivery of customer service
Prepare, analyze, and manage customer relationships through performance reporting and metrics
Participate on Customer Calls
Review and verify penalty calculations due to SLA monthly
Review issues logs as needed to ensure customers SLA are met
Coordinate communication between customer and appropriate field service management
Create weekly reports identifying current, repetitive, and potential issues for management
Identify trends and potential concerns, proactively communicating recommendations and best practices, and working with internal teams to execute Action Plans
Manage claim resolution for assigned accounts, prior to SLA deadlines
Communicate up to date customer location master for assigned accounts
Perform other duties as assigned or necessary
Minimum of 5 years experience in a Customer Service environment, focusing on escalations and strategic solutions
Minimum of 3 years supervisory experience
Minimum of 1 year working within a financial or money-handling market
Experience supporting customer relationships in a large market sector
Ability to manage and prioritize multiple competing projects
Skilled in managing to metrics
Capable of creative solution-generation
CompuSafe product and/or support knowledge
Undergraduate degree in a related field or equivalent combination of experience and training
Minimum of 1 year experience in the retail industry
Advanced influencing skills with the ability to view issues through a company and customer lens
Exceptional written and verbal communication abilities
Advanced change management skills
Advanced analytical, financial modeling and critical reasoning skills

181

Client Services Manager Resume Examples & Samples

Ensure that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations
Ensure service delivery by ensuring that the right employees, equipment and products are deployed and available and that the service delivered meets the quality requirements agreed with the client
Excellent client service orientation and impeccable relationship building skills
Strong leadership qualities that support a strategic development approach

182

Client Services Manager Resume Examples & Samples

Review projected level of effort with the ACE team and project teams
Attend project meetings as directed by the Program Director, identify risks/issues, progress of project, milestones, current/projected spend, change orders, etc
Strong background in daily site operations
Ability to handle incidents and run outage calls
Ability to develop and implement client-driven organizational infrastructure
Ability to understand business and technical issues in a variety of industries
Desire to Develop Project Management skill set for software deployment, enterprise systems infrastructure, business process development, and e-commerce systems deployment, launch and operations
Gain an understanding of overall business functions and the impact of technical decisions on business results
Outstanding interpersonal and communications skills required
Must have high energy and drive to solve problems
This position is focused on operational support; but project plans will be used for larger initiatives

183

Client Services Manager Resume Examples & Samples

Working with the senior management team in Client Service, actively participate in the training and mentoring of colleagues
Deliver training sessions on specific subjects to the Client Service team and appropriate colleagues reflecting the SME nature of the role in specialist subjects
Represent the team or division in internal meetings

184

Client Services Manager Resume Examples & Samples

Management of client enquiries in conjunction with the Sales Team
Preparation of proposals in support of services offered from Den Bosch and Lyon
Work with the Sales team to agree a pricing strategy for each proposal / client and ensure appropriate local approval is obtained as required
Communicate any client queries, issues, concerns or complaints to the relevant department and / or manager for action
Co-ordinate handover to Operations and Finance upon receipt of study awards
Internal liaison in relation to services conducted at other Charles River sites for multi‑site enquiries and awards
Maintain internal Sales database (SFDC) to track an manage all opportunities and clients

185

Client Services Manager Resume Examples & Samples

Bachelor’s degree required in business, marketing, finance or other related field; Master’s degree a plus
5+ years of experience in the retail industry, preferably in client services and/or account management
Background in fashion, cosmetics or beauty preferred
Demonstrated ability to listen, communicate, present and influence credibly and effectively at all levels of the organization
Strong negotiation, analytical, and decision making skills
Understanding of professional sales methods and practices; experience in managing national accounts
Experience responding and influencing complex large-volume, multi-year contracts
Proven ability to manage multiple projects at a time while paying strict attention to detail
Ability to travel approximately 30%
Must be able to operate general office equipment including but not limited to: computer, phones and related media and information devices
Ability to communicate and interact with others, both in person and/or by telephone to conduct business
Physical requirements can typically be characterized as sedentary with some standing; should be prepared to stand for intermittent periods of time, work involves exerting up to 25 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects

186

Client Services Manager Resume Examples & Samples

Responsible for ensuring operational teams and processes are fully engaged in support to the client
Accountable for the delivery of a high quality service to meet or exceed client expectations at all times
Accountable for the engagement with key stakeholders to develop and execute effectively
Completion of scheduled service review meetings and the creation and delivery of client service reports
Ownership of client service development plans
Providing business SME input Supporting the Account Director / Team with the creation of QBR’s or strategic planning

187

Client Services Manager Resume Examples & Samples

Day to day management of operational issues within the customer account management department including general workload within the teams, ensuring an even distribution of workload and that absence cover is in place as and when required and all members of the team are cross trained as necessary
Effectively manage the execution of day-to-day client facing service delivery whilst developing a program of continuous development
Responsibility for the quality of service provided to clients
To play a key role in skills development of the department with particular reference to client relationship building and commercial performance
Optimise communications between business areas and all other associated departments
Regularly review performance within existing customer accounts and formulate & implement account specific contact strategies, designed to both enhance existing activity and to promote the sale of additional products and services thereto
Maintain and improve current retention levels and deliver year on year growth from the existing client base
Develop and review existing KPI’s and staff motivation for the team outside of financial performance, in respect of their management of existing contractual accounts
Develop a training and onboarding plan along with a recruitment strategy for the team and deliver such training where deemed appropriate to the development of both the individual and InnerWorkings
Align service delivery from the external and internal account management teams, ensuring workflow efficiency is optimised

188

Client Services Manager Resume Examples & Samples

Assigns inside and outside support responsibilities to team of Dealer Services Coordinators as appropriate for the location and ensures duties are effectively executed by team
Ensures that team represents the Dealer Sales Lane at the location on sale days and promotes services such as Manheim Certified, accept and solicits reserve numbers from Dealers, assigns run numbers, reps vehicles on the block, works “IF” counter, upsells products and services, etc
Partners with department managers, market sales team, and other coordinators to ensure each vehicle crosses the auction block on sale day and or is posted on OVE
Also responsible for ensuring vehicles are re-ran if needed
Works directly with customer onsite, via email & phone to ensure expectations are met and service issues are resolved
Sets an example of professionalism and sincere appreciation for the business relationships that have been established amongst the dealers and Manheim
Addresses any findings of unethical behavior and/or failure to adhere to the auction’s policies and procedures
Serves as the point person for resolution of customer issues at the location in partnership with Field Sales Team and Major Accounts
Partners with managers from Operations, Recon, and other departments to address any issues related to readiness of vehicles
Work in cooperation with safety leadership in support of all safety activities aligned with safety excellence
Represent the perspective of Auction partners in development of OVE.com, Simulcast and Manheim.com business practices, processes and policies
Leads the education of customers on Online Vehicle Exchange, Simulcast, Manheim.com and on other Manheim services, especially MMR to ensure Manheim sets realistic dealer expectations on selling cars
Provide assistance and training in usage
Maintain communication with other departments and management team providing relevant information to coordinate activities of the department and ensure high quality of service to both internal and external customers
Support the development, deployment and maintenance of department policies, practices and procedures
Train and ensure support staff is compliant with standard business practices in order to provide a consistent high quality facilitation services within the marketplace
Assist in development and reporting of accurate and efficient key business drivers as well as the review of Quality Assurance, Transactions, Service Levels, and other key department metrics for all online channels
Participate in operational process development and implementation of projects
Will require knowledge of auction operations, problem solving skills, leadership skills, effective meeting skills, ability to work in groups, and the ability to provide constructive feedback
Lead and work on strategic projects for the Operating Location for online transaction various products and services provided by Manheim fulfillment
Review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality work product, and effective customer service
Reviews departmental performance against key performance indicators and metrics and develop and execute strategies
High School Diploma or equivalent required. Some college preferred
1-3 years of previous management/supervisory experience preferred
2-4 years of customer service or sales support experience strongly preferred
Excellent leadership and supervisory skills
Excellent communication (written and verbal) and interpersonal skills required
Solid computer skills, including ability to use Internet and MS Office effectively
Excellent customer service and problem solving skills
Ability to sit or stand for prolonged periods of time
Ability to perform repetitive tasks
Vision abilities required include close, distance and depth perception

189

Client Services Manager Resume Examples & Samples

Customer Advisor - Work with customer executives and technical contacts on the customer's business strategy, Spectrum best practices, and product offerings, and provide technical training. Support the customer's finance & technical personnel to ensure proper billing of services that were ordered and delivered
Customer Advocate - As an advocate for the VIP customer, provide leadership support for all functional teams as they pursue resolution of customer issues. Guide support personnel with account profile audits to ensure they're correctly updated and managed
Customer Escalations - Work with internal functional areas to ensure the customer issues are addressed with the proper urgency. Provide proactive monitoring when available and evaluate internal processes for improvement
Revenue Assurance - Work collaboratively with Sales and Sales Support to drive add-on and renewal revenue across a diverse account base. Leveraging the customer advocates for better account penetration
Account Activity - Track and report on customer account trends with regular summaries provided to Spectrum leadership and the customer. Review installation, service, and maintenance activities to ensure the overall success as it aligns with the customer's initiatives. Provide cross region backup for other SAM team members. Cross train other team members on your strengths and seek development opportunities. Work with support personnel on VIP customer Billing reviews and product service audits
Issue Resolution Management - Monitor and respond to customer technical support and billing issues, taking appropriate action to ensure timely resolution of all open actions. Escalate complex issues and provide leadership, bring together the required support teams to collaboratively resolve the customer issue. Manage delivery of post-mortem / root cause analysis as required
Promote the SAM organization among Sales, Operations, Order Management, and Billing organizations and, present VIP program details to customers
Prior experience in a retention and /or sales environment is preferred
Prior experience in the telecommunication industry is preferred

190

Senior Client Services Manager Resume Examples & Samples

Maintain and cultivate client relationships at all levels, seeking to understanding their human capital needs and articulating Willis EB Value Proposition, EB products, services and resources
Proactively advise clients and provide consistent client service, resolving day to day service issues (eligibility; carrier coverage and claims issues; compliance; health care reform; HIPAA; etc.)
Manage the client open enrollment process including vendor management and implementation, conducting employee meetings, proofing contracts, complying with Willis Excellence Model (WEM) and updating internal systems and commission tracking

191

Senior Client Services Manager Resume Examples & Samples

Serves as primary contact for assigned clients, commercial branch contacts, agents and brokers on all issues related to the client's service relationship with CNA. May serve as executive contact for large clients. Provides support to underwriting during the prospecting of new business. Responsible for technical, jurisdictional and claim marketing expertise
Analyzes client’s claim trends and financial results to identify opportunities. Customizes measurement tools, such as client evaluation surveys, and coordinates claim quality reviews
Builds consensus with claim, underwriting, agents, brokers and/or clients to facilitate resolution for all pertinent claim service issues countrywide and develops action plans when necessary
Responsible for developing, implementing and managing claim service programs. Accountable for the defined transition plans, special services and meetings for new accounts
Serves as a knowledgeable resource to both internal and external clients for inquiries about claim service offerings, products and process

192

Client Services Manager Resume Examples & Samples

The Client Service Manager is responsible for providing support to all client relationships via phone, email, online, and existing stakeholder / product channels
Successfully leads and manages Client Service Professionals creating an environment that develops a high performing team measured by key performance indicators
Owns the cash management product support / service provided to clients and internal stakeholders including Electronic Banking, Onsite Check Deposit, ACH, Wires, Positive Pay, Lockbox and Treasury Link
Manages staff planning, performance management, capacity modeling / reports, work assignments, training, mentoring, career development, and recognition or disciplinary actions along with maintaining and delivering service request management dashboards to show overview of client interactions and issues raised/resolved
Ensures the delivery of a highly personalized level of service and maintains a standardized process to track and file all customer documentation collected for new clients and post implementation maintenance requests for existing clients
Travels as required to meet key client stakeholders to maintain and grow existing services
Consults with customers in all aspects of servicing client requests and takes appropriate action to manage/retain the client while utilizing independent judgment
Manages continuous improvement initiatives and deployments to help role model, and drive adoption of best practices
Serves as member of the leadership team and supports the overall team and Transaction Banking direction and strategy
Bachelors degree or equivalent work experience; 7+ years of business and client facing experience
Strong background and interest in the fields of operations, cash management, service, and compliance
Able to establish relationships and partner effectively with various groups including sales, service, operations, compliance, and marketing
Proactively and effectively communicate issues and relevant management information
Demonstrate experience in building best-in-class client service teams
Ability to drive team excellence, be a customer advocate, multi task and implement / interpret policies
Proven experience in setting goals and leading a team to drive customer success
Prior cash management experience required
Strong business acumen with a strategic business sense

193

Client Services Manager Resume Examples & Samples

Day to day management of the Translation Productivity support & maintenance renewals team of 3
Reduce support & maintenance attrition
Continuous review and update of renewal data collection for analysis in our Salesforce CRM system
Ensure streamlined process for support & maintenance renewals, continuously improve process
Ensure visibility of progress against quarterly revenue targets
Reporting trends and issues
Maintain close relationships with account managers to ensure individual customer requirements are considered
Create campaigns to promote training to our customers
Work with support to identify opportunities for training and renewal contracts
Leadership - Able to demonstrate strong leadership skills and the ability to motivated and create a structured environment for their team to achieve in
Business Acumen - Demonstrates understanding of business concepts, strategy, structures and processes
Analysis - Examines data to grasp issues and draw conclusions
Problem Solving - Systematically logically identifies and weighs options to resolve problems, generating solutions after reviewing all relevant information, including risks and the impart of potential solutions
Collaboration - Works collaboratively and uses positive approach to achieve goals
Planning & Organization - Defines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives
Communication - Clearly convey information and ideas through a variety of media and in a manner that engages others, helping them to understand and retain the message
Written Communication - Express ideas clearly in emails, reports, letters and other documents
Creativity & Innovation - Creates and promotes new ideas and applies them to develop new or improved results
Ownership & Accountability - Accept full personal responsibility for the quality and timeliness of work
Results Oriented - Successfully achieves results, diligently working to overcome obstacles to achieve goals
Attention to Detail & Quality - High level of attention to detail producing high quality results
Numeracy - Able to reason with numbers and other mathematical concepts and apply these in a range of contexts and to solve a variety of problems.Thinking and reasoning logically
Change Agility - Remain effective in changing situations, adapt to changing business conditions
Engages & Motivates Others - Create a team atmosphere whereby the team feel passionate about the role, committed to SDL and put all effort into their job

194

Client Services Manager Resume Examples & Samples

Manage a mixed base of clients providing various levels of service
Introduce the Sizmek platform to new clients through training sessions designed to educate the user on Sizmek products, features and best practices
Monitor the set-up and implementation of campaigns for clients who use the Sizmek platform and provide daily phone and email support on technical and non-technical issues
Execute Sizmek processes properly to ensure successful campaign launches
Conduct new and existing client refresher courses to continue the user education process
Troubleshoot and problem-solve common campaign technical, process and client issues
Maintain strong communication with clients and internal team members to keep everyone informed of campaign status, scope or timeline changes and manage client expectations
Maintain, expand and strengthen client relationships and be recognized as a valued extended member of their team in digital planning
Maintain good relationship with other internal departments, provide weekly status updates on accounts and notify the sales team when there are additional business opportunities
Properly monitor campaign performance against client’s objectives, making optimization recommendations as necessary
Understand our various product offerings and operational functions
Be a team player and showing openness to being asked to participate in projects or tasks that may be outside daily responsibilities
2+ years related experience and/or training in client services, within online advertising; knowledge of ad serving platforms a plus
An understanding of interactive media, the advertising industry, and knowledge of emerging technologies
Basic understanding of video, ad serving, dynamic content solutions, rich media/Flash banner functions
Must have the ability to prioritize and meet deadlines with demonstrated initiative
Strong communication (verbal and written)
Project management skills: ability to manage multiple projects at once
Detail oriented and extremely organized
Ability to work well independently when necessary and define/manage objectives in a fast paced environment
Positive attitude, and ability to build strong working relationships with others
Desire to excel in all that you do

195

Client Services Manager Resume Examples & Samples

Act as the main point of contact for a group of dedicated UK & Global clients and manage their media campaigns from initial booking to final reporting
Set up client’s campaigns into the Sizmek MDX ad server (book placements, ensure ads pass QA, attach ads to placements, generate tags and troubleshoot any client issues)
Be an expert in Sizmek MDX products, with ability to communicate top line product features to clients
Communicate with clients and Sales team on campaign statuses as well as scope and timeline changes in order to set proper client expectations
Be recognized by your clients as a valued extended member of their team in Digital planning
Attend and manage ongoing client meetings presenting campaign statuses, solving issues, and implementing new trainings where required
Develop a clear understanding of our various Operational functions
Develop and maintain strong relationships with internal teams through excellent communication and related understanding of business needs
Keep up to date with all the Sizmek MDX product releases
Identify opportunities to upsell additional Sizmek products and liaise with sales partners to drive additional revenue
Collaborate with team members to gain further experience and knowledge in Digital Media and Sizmek MDX Operations
Be the champion for one or more Sizmek MDX product that the rest of the team can rely on for information on this specific product

196

Client Services Manager Resume Examples & Samples

3+ years of field customer service / client services experience
3+ years experience in medical claims, utilization review, arbitration, and provider interaction preferably at a casualty company
Claims adjusting strongly preferred (casualty, worker's compensation, auto)
Proven proficient use of PC-based software applications
Must be self-starter, effective and efficient with a minimum of direct supervision
Inherent customer facing skills including effective negotiation and communication
Strong organizational skills with a proven ability to manage multiple priorities
Must be able to travel up to 40-60% of the time
Four-year degree or equivalent work experience

197

Client Services Manager Resume Examples & Samples

Develops and maintains ownership of the large and or national assigned customer and account team relationship, managing customer accounts in coordination with Sales Account Executives, Project Managers and Sales Engineers. Liaison between customer and XO internal partners
Prepares and presents XO proposals to customer when necessary
Facilitates monthly review of customer accounts with Account team
Participates and focuses on strategic planning sessions with internal XO Organizations
Responsible for providing customer base with
Monthly health check
Quarterly Service Reviews
Manual of product & circuit inventory of XO services by location; and
Updated XO escalation manual
Manages, in conjunction with appropriate XO Dept, customer's XO orders and invoices meeting their expectations and experience, escalating when necessary
Responsible for revenue protection and churn of assigned base
Monthly review of 30 day past due customer invoices/suspension
Manages trouble ticket escalations and acts as internal customer advocate
Educates customers and account team of internal XO processes/procedure changes and upgrades to back office that may impact their business
Proven presentation and project management skills
Strong written and verbal communication skills. Strong analytical/quantitative skills. Strong organizational, administrative, and time management skills
Good negotiation and account navigation skills
Ability to foster teamwork and partner across functional to deliver seamless service to customers
Knowledge of voice and data services/telecom products

198

Client Services Manager Encadria Resume Examples & Samples

Willing to sign a confidentiality agreement as a condition of employment
Experience in Microsoft Office Software (Excel, Outlook, Word and PowerPoint)
At least 2 years of experience interviewing and placing candidates in either direct hire and/or temporary staffing
Reliable transportation for routine travel between GP facilities
Experience recruiting for entry-level talent in a manufacturing, industrial or production environment
Experience using an applicant tracking system or customer relationship management (CRM) tool
One (1) year of experience in sales support, customer service (business-to-business), and/or account management

199

Client Services Manager Resume Examples & Samples

Maintain client service standards
Develop custom analytical reports and provide technical assistance with rating and underwriting platforms
Initiate renewal procedures for existing accounts
Maintain insurance records for accounts including writing account summaries, compiling, calculating and coding insurance data, managing information and ensuring profitability
Bachelors’ degree preferred
Property and Casualty license required within 90 days of employment
Minimum 2 years insurance industry (preferred) or relevant experience and additional education, as well as technical and analytical skill set
Account management experience preferred
Personal Computer skills with expert level Excel and MS skills
Verbal and written communication skills
Able to establish and maintain working relationships

200

Client Services Manager Resume Examples & Samples

Managing the Services Sales Pipeline
Business Drivers/Strategy
Negotiations
CXO Relevancy
Business & Financial Acumen

201

Client Services Manager Resume Examples & Samples

Requires initiative and creative attitude
Outstanding analytical, problem solving and interpersonal skills
Great verbal & written communication skills
A positive attitude, self motivation and determination to achieve targets
Excellent understanding of environmental market

202

SVP, IT Client Services Manager Resume Examples & Samples

Leads and mentors the Client Service Team to provide the highest levels of proactive customer service to the businesses and clients they support
Partners with business stakeholders to develop and evolve multi-year roadmaps that align with business line strategic plans and make technology a competitive advantage
Develops and maintains solid client relationships and ensures the client’s satisfaction with Technology service and solutions
Develops and implements vision for business line reporting to keep business management apprised of project and request status and issues, technology advances, and other IT related initiatives that impact them
Oversees delivery of all technology including projects, work requests and break fix
Works with IT Teams and third party vendors to deliver IT solutions for the business
Manages and develops team of Senior IT Account Managers, Account Managers and Technical writers
Partners with Project Management Office to ensure IT is properly represented on projects and identifies continuous improvement of project management processes
Plans and directs administrative and operational activities for the CIO. This includes but is not limited to managing agenda and facilitating weekly Technology Management Team meeting and ongoing tracking headcount/open positions
Understands and complies with all Bank policies and procedures, and federal and state laws and regulations pertinent to this position; stays informed and shares updates on changes with management. Required to successfully complete all required Compliance training
Continuously supports the Bank’s Mission Statement and Core Values
Business Analysis – demonstrated experience with identifying trends and tracking key deliverables and risks such as: costs associated with proposed changes to programs and systems; and effectiveness of programs year-over-year in improving overall performance and achieving desired business results
Project Management - Knowledge of project coordination, identification of business needs, work plan, budget control, time management, resource allocation, team management and status reports. Must demonstrate leadership, logic, and reasoning skills. Identify risks/issues affecting project work progress and recommend solutions. Those in a technology related position must also have strong technical knowledge
Thorough knowledge of technology computer systems and software applications applicable to the organization with demonstrated ability to understand systems used by clients and how they interface/interact with other systems in the organization
Understands and is familiar with the most widely known and emerging tools, technologies and applications
Identifies opportunities to increase accuracy and optimize resources and develops / recommends / implements solutions
Utilizes variety of interpersonal styles and communication methods to effectively adapt to new work structures, processes, or cultures
Demonstrates group presentation skills and excellent negotiation skills to deal effectively with individuals and groups within and outside the organization
Provides timely and professional support to all internal/external customers and vendors
Establishes and maintains effective, collaborative work relationships both internally and externally
Effective organizational, leadership and presentation skills
Strong business focus with demonstrated ability to act in partnership with management teams
Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees
Performs with high level of initiative exhibiting persistence and willingness to stimulate new ideas within the organization. Has a history of working as an organizational change agent
Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative)
While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; and to talk or hear. The employee is frequently required to sit
Work Space: Office / cubicle work space with moderate noise level
Hours of Work: Normal business hours with extended hours as needed. Travel is an integral and required part of the role (approximately 20%)
Stress Levels: Job is always fast-paced and deadline sensitive
07

203

Client Services Manager Resume Examples & Samples

Supports the budgeting/forecasting process by supplying accurate and timely data for prospects
Evaluates risks and rewards that come from project pursuit activities, and manages activities to minimize risk. Follows Division Risk Management Committee/Proposal Review Board policies and procedures. Should claims issues arise, either for or against B&V, works diligently in conjunction with the Division Risk Management Team to resolve disputes efficiently and fairly
Manages overhead activities and seeks to minimize cost expenditures wherever possible
Supports the Performance Culture Initiative by serving as development leader, supervisor, and mentor for professionals throughout the region. Encourages and regularly reviews the process of setting individual goals, providing regular and annual feedback
Participates as requested in recruitment of other client services professionals in partnership with Human Resources and the Regional Director of Client Services
Supports all corporate initiatives which includes, but is not limited to, safety, quality, and value creation
Supports the Market Leadership Initiative by leading, as requested, company strategies through direct involvement in sales, strategic positioning, client development, client management, market intelligence, and competitor intelligence
Develops and maintains strong professional relationships with clients to foster business development initiatives
Gathers information regarding prospective work and the Client’s measures for project success, shares information with the local team, and actively pursues viable projects
Leads the local team in development of the strategy for winning new work
In coordination with Project Directors ensures business pursuit decisions are made on prospects in a timely manner in accordance with the Divisional review policy
Reviews with the Project Director the detailed scope of work and budgets for the project that may be included in a proposal or as part of contract negotiations
Attends and participates in presentations to and/or interviews with prospective clients, as requested
On a monthly basis, or as required, reports marketing efforts including wins and losses and debriefing information to Regional Director of Client Services
Once project has been awarded, attends applicable client board/council meetings and dedication activities, meets with Project Director to stay apprised of project activities, reviews Client’s project review comments and success parameters, and verifies Client’s concerns are addressed
Works with the Project Director to advise the Client of any potential impacts that may affect the Client’s success parameters for the project, as requested; maintains contact with the Client at senior levels to monitor and assess satisfaction with the B&V work product
15 + years related experience with major pursuit activities. 2 + years global pursuit experience in industry

204

Client Services Manager Resume Examples & Samples

Proactively work with clients to identify further revenue opportunities within existing product lines
Collaborate with the AM team to create a documented contact strategy for each assigned client, identifying who within an account needs to be contacted, for what reason and how frequently
Record all conversations and interaction with a client in the CRM system, planning call backs and follow up as required with the objective of maintaining client satisfaction and identifying new opportunities or problems at an early stage
Lead at least one annual review meeting with each client
Develop a detailed understanding of the products and services offered by TRTA to understand key client and industry drivers and initiatives
Provide reactive assistance to clients based upon their needs and challenges and own any issues from start to finish ensuring total client satisfaction in order to encourage client loyalty
Negotiate and close renewal contracts with assigned clients well in advance of actual renewal dates / update terms for auto-renew clients
Work closely with the account management team on the identification of new opportunities and contacts. Create joint and coordinated account plans
Responsible for clients’ attendance at the annual user conference
Ensure existing clients have the most up-to-date programs, databases and learning tools
Be an advocate of Thomson Reuters Tax & Accounting with detailed knowledge of all products that you are responsible for and a high level understanding of all others
Look for new and innovative ways to work both internally and externally and work on implementing these with your line manager
Demonstrable and relevant client management experience in software, consulting or related field
A significant track record of managing existing client’s revenue and renewing annual agreements through strong relationships
Identifying and closing additional services opportunities to generate revenue
Experience and gravitas to deal with senior executives (CFO, VP-Tax)

205

Client Services Manager Resume Examples & Samples

Continually gain knowledge of relative compliance topics and develop an enhanced understanding of our products, services systems and processes
Strong Understanding of financial concepts and products
Ability to communicate effectively with co-workers, clients and carrier contacts
Be attentive to detail, have excellent follow through and good time management skills to see a task or project through to completion

206

Client Services Manager Meetings & Events Resume Examples & Samples

Extensive experience in similar position
Thorough knowledge of Account Management expectations and operational best practice in end to end meetings and events, knowledge of Pharma compliance and HCP management required
Broad understanding of creative services, production and all components of the event management process
Experience in creating, implementing and driving results against strategic plan
Considers broad range of internal and external factors when solving problems and making decisions critical to strategic opportunities
Drives results by challenging the status quo, championing new initiatives and implementing effective processes
Establishes a high standard of performance through development of short and long term plans
Responds appropriately and competently to demands of work challenges when confronted with change, adversity and other pressures
Proven ability to lead and develop employees - Assess employee readiness levels, strengths and development needs as well as provide timely, specific coaching, development and feedback
Demonstrated ability to analyze situations, negotiate and make decisions in a fast paced environment
Recognise systematic and root causes and identify alternative solutions through analytical approaches
Proven ability to effectively lead during times of change

207

Client Services Manager Resume Examples & Samples

Work with customers to understand business objectives and requirements in order to formulate and define project scope
Create project plans which highlight milestones, cost/budget, timeline, deliverables and dependencies
Ensure project progresses on schedule within budget
Create change management procedures
Establish communications plans
Identify training needs and develop plans to deliver to the customer
Identify risks and contingency plans
Establish standards and procedures for reporting and documentation
Prepare status reports and adjust scheduling as required
Develop integrated project plans, implementation schedules, and cost estimates
Monitor project effectiveness; effect changes required for improvement
Communicate regularly with management regarding the status of current projects
Act as liaison between the client/users and all other project participants including consultants, contractors, vendors, etc
Monitor ongoing resource needs to project
Provide appropriate project tracking using computer assisted programs and ensure timely entry of project information
Develop and lead cross-functional teams as required by the project
Organize and lead regularly scheduled project meetings to identify required actions and its timely completion
University / College degree and at least 5 years experience in managing customer facing projects
A background in Training would be advantageous, particularly in content development and / or facilitation
Comfortable facilitating cross-functional meetings and presenting to all organizational levels up to C-Suite
Willing to be flexible and able to travel 50% of the time

208

Senior Client Services Manager Resume Examples & Samples

Support Verizon Credo through adherence to company policies, processes and practices
Overall responsibility in providing managerial oversight of development of technical and overall skill set of staff members
Manage team of technical program managers that are responsible to develop the client business continuity strategy
Initiate and manage new processes to improve performance & quality
Responding to after–hours call outs on a 24–hour basis
Establish and setting department goals and budget with the Director
Schedule special projects; handle other topics as required; handle customer and network troubles when escalated; and provides input for the Methods and Procedures binder
Work closely with other works stream utilizing strong communication skills to articulate priorities
Overall managerial oversight and responsibility of department deliverables
Life Cycle Performance Management. Ensure the review and delivery of performance analysis with customers as required. Confirm the execution of customer network reporting including monthly and quarterly performance reports utilizing system-generated reports where available, SLA compliance reports as required and ad-hoc reports to evaluate network needs
Escalation and Incident Management. Provide direction to TPM staff members on individual technical incidents and problems impacting customers’ service availability and escalation of incidents to appropriate levels in the proper organization. Be a point of customer escalation for incidents
Problem Management. Ensure department staff develops and project-manage Incidents classified as Problems providing recommendations for Plan of Action to address a permanent solution. Develop and project-manage Service Improvement Plans for critical customer technical issues where services are not meeting service levels
Ensure all requested customer communications are delivered to meet service level objectives. Including Root Cause Analyses or Reason for Outage reports in response to critical customer outages or catastrophic network issues
Customer Relationship Management. Ensure regular communication is maintained between TPMs assigned customer contacts to drive and manage performance / service expectations and partner with Program Delivery Executive and Service Program Manager on preparation and delivery of all service reviews

209

Client Services Manager Resume Examples & Samples

Managing day-to-day relationships both internally and externally across the Independent agencies account patch
Reviewing and evaluating campaign performance metrics across publishers
Working with publishers to improve campaign performance across brand safety, viewability, fraud and other IAS products
Working with publishers to troubleshoot issues with campaigns
Error-free implementation and technical troubleshooting of new and existing campaigns
Working closely with Account Manager and Sales Manager to review issues and successes on account, working out strategies to move forwards
Ensuring the timely and successful communication to clients to manage expectations
Enhance client’s understanding of IAS’ products, methodologies and general ad-verification industry knowledge
Understanding client’s needs and concerns, and prioritising urgent requests for resolution in a timely manner
Keep up to date with all product enhancements and developments, and applying knowledge to day-to-day work
Uphold and live by the IAS values at all times

210

Client Services Manager Resume Examples & Samples

Responsible for client service and/or new business onboarding
Serves as Client Service Officer and single point of contact for service delivery for Tier 1 and Tier 2 clients
Provide world class client service; suggest and follow through on creative solutions to enhance service delivery for the client and proactively anticipate and control issues that may arise
Liaise with service delivery to resolve daily service delivery issues for assigned clients across all functions
Serve as an escalation point and subject matter expert for more junior staff
7+ years relevant experience in securities servicing, including 3+ years experience in a role requiring regular client interaction
3+ years experience with alternative investment services products, systems, and the regulatory environment would be an advantage
Excellent problem-solving, verbal and written communications and interpersonal skills

211

Client Services Manager Resume Examples & Samples

Provide support on large complex projects and the successfully implement assigned smaller client projects as required
Ensure that MHG meets all client requirements and maximize client satisfaction by maintaining tight control over the project schedule, risks and scope of work
Ensure the effective and on-time delivery of the ongoing project plan including implementation of pre & post workshop deliveries as outlined in the client agreement/contract and project scope, all aimed at driving profitable client relationships
Responsible for the pre training scheduling of facilitators, coordination, online assessment administration and material preparation, as well as post training evaluation and post e-learning supports
Manage delivery of all logistic activities and working together with finance team for invoicing billing
Follow up with Head of CS to identify risks to project success and implement mitigation strategies
Fluency in Mandarin Chinese required, both spoken & written
Fluency in English required, both spoken & written
The ability to work effectively within tight deadlines
Ability to collaborate in a team environment
Location - Singapore

212

SMB Client Services Manager Resume Examples & Samples

Lead a high-performing team of 4-8 Program Managers
Coach, develop and inspire your direct reports
Become an expert in Facebook’s solutions for businesses of all sizes
Design and lead regional service programs via vendor partners
Monitor progress against goals and manage vendors to meet and exceed operational and productivity metrics
Make data-informed decisions to drive performance, resource allocation and juggle competing priorities
Identify actionable insights to improve client results and team strategy — in North America and globally
Work cross-functionally within sales and other Facebook organizations to drive change
Demonstrated ability to drive results through partners
Proven experience leading, coaching and inspiring others
Resourceful, detail-oriented, and organized
Self-motivated, entrepreneurial dealing with ambiguity
Critical-thinking and problem-solving abilities
Ability to prioritize and focus on driving business growth
Proven ability to build working relationships inside and outside of Facebook
BA/BS degree from an academic institution

213

Client Services Manager Resume Examples & Samples

Ideally experience with insurance companies/with profit/unit linked and annuity funds
A strong communicator able to listen to clients, understand their issues and deal with people at all levels
Proven ability to take ownership of client queries and achieve successful resolution by influencing colleagues and third parties
A strong collaborator able to build effective relationships with different business areas across Aviva Investors
Good industry knowledge combined with effective knowledge of operational processes

214

Institutional Client Services Manager Resume Examples & Samples

Experience with Institutional (corporate pension funds, local government authorities etc) clients
Practical awareness of relevant regulatory requirements
Motivated to deliver first class client service, balancing the needs of the client with those of Aviva Investors

215

Client Services Manager Resume Examples & Samples

Work closely with sales team, country manager and superior to obtain information to devise, prepare and propose solutions/media plan that meet the client’s goals
Manage campaign implementation, tracking and performance management from initiation to closure
Handle day-to-day requests and briefings
Brief external vendors including creative, digital and media planning agencies
Manage client relationships and attend client meetings
Monitor and optimize campaign for delivery and performance
Aid in trouble shooting in all aspects of a client’s campaign to ensure customer satisfaction
Clearly communicate expectation to team members and related stakeholders regarding campaign status on a regular basis
Determine how results will be measured and complete a post-campaigns evaluation & report to determine how well results were achieved

216

Client Services Manager ASM Resume Examples & Samples

Develop effective client and retailer relationships to facilitate communication and execution with internal departments to ensure that deliverables are successfully achieved
Strong organization, negotiation, and problem solving skills
Ability to present to large and small groups in a variety of settings
Team player with positive attitude
1-3 years in Consumer products, brand, or agency

217

Client Services Manager Resume Examples & Samples

Maintaining strong communication with clients to properly explain Aol ONE Video platform tools and campaign management best practices
Troubleshooting and solving common technical problems, and addressing client issues
Providing comprehensive account analysis, and simplifying complex scenarios to produce client proficiency & success
Developing and maintaining expert level proficiency in the Aol ONE Video tool set
Staying ahead of the industry knowledge curve with regards to key platforms, new technology and developing trends
Working with internal demand sales teams to achieve key business goals and track metrics
Gather feedback from stakeholders and iterate to achieve alignment around the final specifications for product roadmaps. Assisting in driving the AU product needs, influencing the global product roadmaps
2+ years of experience in a relevant client management position
Experience in the influence of ad product including prioritisation and working with internal stakeholders to improve system workflows and achieve business outcomes
Strong analytical skills, including the ability to synthesize and decipher data, and the wherewithal to leverage insights to produce solutions
Ability to work well independently; define/manage objectives in a fast paced, ever-changing environment
Ability to collaborate within a team, and alongside key stakeholders from various internal groups
Proficiency within the online media buying and selling ecosystem, and a strong understanding of DSPs, SSPs, Exchanges, DMPs, & Measurement Providers

218

Client Services Manager Resume Examples & Samples

Manage delivery of logistics activities for program by coordinating with the Engagement Coordinator on projects and providing support to deliver engagement logistics where appropriate
Manage internal projects as required
5 years relevant experience in training coordination, events or learning and development
Understands and anticipates customer needs, continuously strives to improve existing work methods and new strategies; meets new challenges and changes with an open mind and optimistic response; takes accountability for achieving results
Identifies and implements improvements to work processes to provide more efficient service
Actively participates in change efforts, anticipates barriers and identifies ways to overcome them
Expresses ideas clearly and shares information effectively both orally and in writing; articulate, detail oriented and good with follow up skills
Actively listens to others to improve responsiveness and effectiveness of communications
Develops collaborative relationships and works effectively with others to facilitate work and accomplish objectives
Promotes an environment and culture that encourages effective teamwork and collaboration; is a role model in developing collaborative relationships
Self-starting – able to work independently and use good judgement in decision-making
Ability to set priorities and manage time effectively

219

Client Services Manager Resume Examples & Samples

8+ years of experience relevant to this position including 4 years of consulting experience. Management experience preferred. Undergraduate degree or equivalent experience. Product, technology or industry expertise relevant to the practice focus. Ability to travel as needed
Responsible for integrating existing Maxymiser consulting and analytics personnel into practice discipline
Hire, develop and retain a team of Maxymiser Strategy and Analytics professionals
Ensuring team focus on customer retention and services growth
Ensure team delivery on key metrics including: customer success, utilisation and margin
Serve as an escalation point for resolving issues
Oversee and guide the career paths of team members, including annual performance reviews
Providing thought leadership internally and with prospects, clients & market
Optimising existing & developing new Maxymiser strategic and analytical services offerings, processes & tools
Knowledge, process & delivery collaboration with global services peers
5+ years consultancy/strategic operations in online marketing / CRM
Strong experience of website optimisation technology such as Maxymiser or similar
Strong client-facing, executive-level communication skills
Strong experience in enterprise-level B2C and B2B verticals
Strong marketing analysis skills & commercial acumen
Strong technical acumen; creativity; interpersonal skills; emotional intelligence
People Management – Ability to communicate and motivate practice resources
Business development – ability to identify and help develop offers that will help secure or extend consulting engagements
Inter-personal skills – able to communicate with and influence peers, client representatives (including Senior Executives) and internal and external teams
Fluent in English & German
Educated to a degree level or with equivalent experience
10+ years of experience relevant to this position including 5 years of consulting experience. Direct line management experience including people, customer relationship and financial management preferred. Undergraduate degree or equivalent experience. Product, technology or industry expertise relevant to the practice focus. Ability to travel as needed

220

Client Services Manager Resume Examples & Samples

Build and manage a B2B client services organization
Manage a team of account managers with a focus on building customer relationships, retaining clients and upselling when possible
Work with the sales teams and directors to help ensure that the revenue goals are surpassed each quarter
Oversee performance reporting, standardizing when needed for timely distribution and easy to read layout
Act as go-to for other departments for all AM-related questions

221

Client Services Manager Resume Examples & Samples

Support the UK and Government Institutions businesses in delivering excellent client service through day-to-day client interactions
Provide key technical support to the team in regard to appropriate regulations and associated administrative needs
Build internal relationships with key internal stakeholders to the benefit of our clients
Work alongside 3 other Client Service Managers in their client account co-ordination and query / problem resolution, including developing innovative solutions to client needs – directly support the client administration and quality assurance for any service provided by other internal support functions
Pro-actively manage client activities and requests, ensuring deadlines are met, as well as responding to client enquiries as they arise. This could include liaising with the senior team members for customised reporting, ad-hoc information requests, or supporting cash flows
Support team workload management and act as potential back up capacity for new client / mandate implementations and changes for the Implementation Team
Support the preparation of client audit requests
Maintain entries in the institutional CRM system
Update Anti Money Laundering requirements for existing clients in accordance with the Group AML Policy
Support improvements to the risk control processes and reporting in-line with client and consultant expectations
Monitor current working practices and advise on suitable and innovative continuous improvements
Ongoing identification of tasks that are appropriate for delegation / reassignment to internal support functions and establish required oversight
Work with business partners in the UK and other Fidelity locations, to improve processes and procedures to provide our clients with a better client service
Depending on location, travel to visit key internal stakeholder locations - together with key stakeholder visits to our team in the UK

222

Senior Client Services Manager, Anti-piracy Resume Examples & Samples

Maintain a portfolio of accounts, providing guidance and direction to other CSMs
Manage client expectations, service requirements and support requests
Respond to client inquiries via phone, email and chat
Work closely with internal global teams to address deliverables
Solve complex issues by interpreting the needs of clients, identifying solutions, and assessing any downstream impact
Develop and communicate data-driven recommendations for clients and internal teams
Identify and analyze client data and industry trends
Create custom reports from raw data
Provide product feedback and work with Product Management to define and track client and prospect-specific product requirements

223

Senior Client Services Manager Resume Examples & Samples

Social Media HUB Project Portfolio Management
Planning & staffing of SM Solutions Resources
Remediation planning for areas to improve (from a customer satisfaction level perspective)
Financial Controlling
Assigns work to members of the HUB or external vendors Evaluates operations and activities of assigned responsibilities
Establishes and continuously improves a client relationship management (CRM) system to track client requests, progress of client projects and stay ahead of client requirements
Curates distribution lists of existing and emerging clients
Sets standards for using the CRM system
Trains others in the Social Media hub on how to use the CRM system
Provides overall management of division-related planning issues
Serves as liaison between relevant parties and performs all necessary functions in support of Planning Commission
Owns the financial controls for Social Media Hub services & solutions
Keep implementing activities to assess client satisfaction with the Social Media Hub. These activities could include surveys, in person interview and 3rd party assessments
Reports client satisfaction at regular intervals
Makes recommendations on client satisfaction standards and ways to improve client satisfaction
Oversees the customer satisfaction activities, including collection of data, analysis of data, and communication of findings
Follows up on customer satisfaction issues
Supports Head of Relationship Management & Pharma relationship to build positive relationships across our constituents and provides advice and counsel to the Head of Relationship Management on planning-related matters

224

Client Services Manager Resume Examples & Samples

Serve as key point of contact for assigned Enterprise client(s)
The Client Services Manager II must have superb communication skills (both written and oral), including group presentation skills and is comfortable in interfacing with various levels of internal and external stakeholders, technical and nontechnical staff
Five or more years of experience with technology consulting, eCommerce, Web Analytics, and/or project management role or experience within an operational group in Digital or Marketing is preferred
Previous SaaS client support
Experience with digital self-service
Project management experience and/or certification

225

Domain Client Services Manager Resume Examples & Samples

Manage all aspects of client management to include: account set-up, domain registrations (both gTLD's and ccTLD's), estimate entry, order entry via portal, customer information maintenance, reporting, customer satisfaction and team leadership
Function as the main point of contact to assigned clients - oral and written correspondence
Act as internal advocate for customer
Monitor registration and renewal data for customers
Participate in the preparation of business reviews as required
Up-sell products and services offered by MarkMonitor

226

Senior Client Services Manager Resume Examples & Samples

Bachelor’s degree in Business Administration, or related field, or appropriate combination of education and experience
Minimum of 5 years Mitchell or insurance claims experience
Extensive knowledge and understanding of the Insurance Property and Casualty industries is desired
Must be available to travel at least 40%
Flexible work hours. Customer base is National and may require office hours start or end equivalent to East or West coast office hours
Strong strategic thinking, problem-solving, negotiation, and decision-making skills
Thinks and acts like an owner/operator
Excellent organization skills and follow-up
Working knowledge of salesforce.com is a plus

227

Derivative Client Services Manager Resume Examples & Samples

Proven track record in client service and /or financial service client facing operations role in a fast paced client-focused, deadline-oriented environment
Proven experience of managing tier 1 client relationships and capable of influencing senior management both internally and externally
Good knowledge of derivatives products, their structures, behaviours and associated life cycle events
Excellent management and communication skills for the benefit of developing the relationship with both the external client and internal stakeholders
Ability to Comfortably and Confidently deliver presentations to both senior internal and external audiences
Ability to develop and evaluate solutions that fit in with the existing client offering while meeting client requirements
Ability to proactively determine and manage a client’s needs through open and insightful dialogue
Ability to effectively manage expectations with both clients and internal business partners
Experience in managing or participating in projects focused on business evolution
Understanding of Active Collateral Management processes
A strong knowledge of current regulatory requirements
Previous experience or exposure to a custodian bank, fund administrator or outsourced operations model
Solid understanding of clearing services, market requirements and live dates for different types of financial institutions

228

Client Services Manager, Customer Success Resume Examples & Samples

Customer Solutions
Account Management
Product Teams
Customer Success
Acquisition Program Management Support
Customer Success Program/Project Management and Implementation
Winback Prospect Management Programs
Client Escalation Program Management (At Risk)
Business Center processes (i.e. collection management, credit/rebill, data mgmt., etc.…)
Bachelor's Degree or equivalent work experience
Five years management or equivalent experience
Two years account management experience
Two years of post-sale implementation experience or exposure to said processes preferred
Five years’ experience in the software industry
Program/Project Management experience
Ability to multi-task; high energy; strong sense of ownership; strong sense of urgency; ability to improvise; good problem-solving skills; ability to respond in a crisis; ability to rally a team; proven leadership skills, strong written and verbal communication skills, ability to work well cross-functionally with various levels and roles of individual
Position also requires general computer skills; proficiency in Microsoft Office suite; and the ability to get quickly up to speed with proprietary applications and emerging technology

229

Client Services Manager Resume Examples & Samples

Development of an ongoing commercial relationship with existing clients that ensures year on year revenue growth whilst protecting existing revenues articulated through a strategic account plan
Optimise the portfolio of existing and new TMF capabilities, identifying client business drivers where TMF can add value
Delivery of contractual performance consistently across all countries ensuring Annual Contract Value is achieved as prescribed at contract signature
Single point of escalation for both the client and TMF local offices for resolving any client related issues that may arise on a daily basis
Define and manage the contact management strategy with the Client and across TMF
Operationally - maintain control
Strategically – develop influence
Protect and grow revenues & improve profitability over time through eradicating errors in local delivery, managing scope, managing change request and identifying new opportunities that grow TMF share of wallet
Identify themes and trends and share with suitable internal stakeholders that identify opportunities for sustainable business improvement of new service opportunities
Build strategic account plans, reviewed with the management team of Global Client Services on at least a quarterly basis, identifying risk and opportunities and detailing actions necessary to mitigate and optimise accordingly in support of annual target achievement
Understand in detail the contract between TMF and the client, covering commitments to KPIs, SLA, scope of services rendered and pricing methodology
Ensure that the contract is adopted into in life from the Global Transition Team after the point of on boarding has been completed, with all non-standard variations identified
Set up reporting frameworks with the SDC using standard SDC templates
Monthly billing reports
Monthly service delivery calendar
Change Request Note tracker
KPI performance reports
Track and review contract performance using the SDC outputs, developing and implementing action plans where deviations on performance are identified through these reports
Be the primary escalation point for contracted service delivery issues and for the management of the Client Escalation Matrix. Work with the TMF operational delivery teams and the client to resolve any service issues that result from either TMF or the Client
Work directly with the senior management team (MD/DCS) within the local office or sub region to resolve issues both at a tactical and causal level with sustainable outcomes. Escalate any structural issues that require additional resources to be deployed to senior management of TMF and the client with recommendations for resolution of issues when required
Forecast business on a rolling 12 month basis using client and market insight to support assumptions where required
Identify where changes to scope are required. Define, price and negotiate the necessary changes by gaining input from local country teams and the relevant client contacts. Ensure all contractual and pricing changes are agreed and administered through change requests, contract amendments or new work orders as necessary
Based upon monthly reports provided by the SDC, ensure that TMF is correctly billing the client in all service locations. Deliver the expected revenue values as defined in the contract year on year, escalating any adverse variances to senior management with causal analysis and recommendations for mitigation of revenue shortfall
Manage debtor days and resolve any issues causing late payment
Proactively identify opportunities for additional new services and either directly propose and close these growth opportunities or enlist the support of GST in line with the commercial governance model for Client Services Delivery

230

Senior Client Services Manager Resume Examples & Samples

Customer Solutions
Product Teams
Customer Success
Acquisition Program Management Support
Customer Success Program/Project Management and Implementation
Winback Prospect Management Programs
Client Escalation Program Management (At Risk)
Business Center processes (i.e. collection management, credit/rebill, data mgmt., etc.)
Ten years management or equivalent experience
Ten years account management experience
Five years of post-sale implementation experience or exposure to said processes preferred
Five years’ experience in the software industry
Program/Project Management experience
Ability to multi-task; high energy; strong sense of ownership; strong sense of urgency; ability to improvise; good problem-solving skills; ability to respond in a crisis; ability to rally a team; proven leadership skills, strong written and verbal communication skills, ability to work well cross-functionally with various levels and roles of individual
Position also requires general computer skills; proficiency in Microsoft Office suite; and the ability to get quickly up to speed with proprietary applications and emerging technology

231

Client Services Manager Resume Examples & Samples

2+ years of field customer service / client services experience
2+ years' experience in insurance claims, adjusting, settling Loss Valuations, and claims management
Claims adjusting strongly preferred (auto estimating, collision repair)
Must be able to travel up to 30-50% of the time

232

Client Services Manager Resume Examples & Samples

Establish a trusted/strategic advisor relationship with our federal government clients and drive continued value of our products and services
Understand our clients business environment, advocate customer needs/issues cross-departmentally, and govern the effective resolution of needs / issues within Verizon’s global team
Design and propose value-add continual service improvement activities and govern successful implementation of these initiatives

233

Client Services Manager Resume Examples & Samples

Fluency in both English and Spanish is required
Experience working at a media agency or publisher managing a brand’s digital advertising strategy and buying activities
Passionate about social media and about learning BuzzFeed products
Demonstrates organizational, planning, and execution skills. Follows established processes and understands the importance of them
Seeks accuracy with a strong attention to detail
Must be self-motivated, driven and able to work independently as well as part of a team
Communicates clearly and effectively through verbal, written, and non-verbal methods
Excellent interpersonal skills and comfort with client interfacing role
Professional, polite and respectful
Creative and strategic in nature with the ability to think outside the box and articulate 'big ideas'
Possesses strong quantitative and analytical skills as well as creative problem-solving abilities
Proficient with Microsoft Excel and PowerPoint - Keynote preferred
Familiarity with DoubleClick DFP, DFA, Atlas, Comscore Media Metrix, and Salesforce.com a plus
Adapts to different personalities and comfortable in a dynamic environment
Brings energy and passion to everything they do, and will not be afraid to roll up his/her sleeves to tackle projects both big and small
No Haters!!

234

Client Services Manager Resume Examples & Samples

Performing critical information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility
Acting as a project facilitator between sales and the operations team and create and distribute implementation plans to ensure timely delivery of assigned client installation services
Conducting proactive business reviews through analysis and interpretation of data and make recommendations to clients based on the findings of the review
Identifying and execute opportunities for up-sales with clients as applicable
Attending client events to ensure personalized touch point opportunities
Minimum 1 year of experience utilizing a client relationship management tool (e.g. Salesforce.com) is required

235

Client Services Manager Resume Examples & Samples

Own the overall client service experience
Manage issue resolution ensuring SLAs are met
Act as a liaison between the customer, marketing, sales, engineering and the client service team
Assist business leaders with establishing priorities and understanding business/system impact
Use effective team leadership to facilitate successful on-time issue resolution
Drive innovation and continuous improvement within the Client Services Department
Mentor, coach and develop individuals on the team to be successful
Create and maintain process documentation
Define, track, and report Client Service metrics and hold team accountable for meeting those metrics
Forecast support demand and ensure team is appropriately staffed
Analyze service tickets for patterns pointing to areas of the system that need to be redesigned
Manage the customer installation scheduling process
Ability to interact with all levels of an organization
Ability to effectively communicate with customers, business contacts, and vendors
Strong sense of ownership with a commitment to resolving customer concerns
Technical analysis and documentation experience
Previous client support/customer service skills
Strong analytical and organizational skills with emphasis on attention to detail
The ability to work independently and follow tasks through to completion

236

Client Services Manager Resume Examples & Samples

Provide leadership to the Client Services team to ensure an ongoing uplift in service delivery to the Bank’s lending customers
Ensure high levels of engagement between the team and the front office
Validation of team outputs and instruction
Manage the provision of a high level of service to external and internal customers
Production of accurate reporting, including the provision of data for regular returns
Identify and manage operational projects and initiatives
Ongoing focus around Operational Risk and associated mitigation of identified risks across the team
Development of the team
Deputising for the Head of Lending Operations, Europe
Identify opportunities to streamline procedures to improve efficiency. This includes opportunities to automate manual processes, working with system owners, or improve process flows or procedures between the onshore and offshore locations
Ongoing management of controls and procedures to mitigate operational risk. Manage the day to day business flows ensuring all risks and controls are identified and documented
Proven experience in Global Banks
Good knowledge in credit risk and loan administration
Flexible and able to drive change and process improvement
Strong communication skills managing cross cultural relationships
Strong teamwork orientation and leadership skills

237

Mortgage Client Services Manager Resume Examples & Samples

Manages and develops customer service representatives, including selecting team members, conducting performance appraisals, corrective action as necessary and determining organization, processes, controls, procedures with regard to the underwriting function of the Residential Mortgage unit
Determines root cause and supports corrective action on monitoring exceptions
Handles more complex issues that escalate from the Customer Service Specialist and Lead Customer Service Specialist level
Participates in business change initiatives to ensure that compliance risks are assessed, mitigated, and escalated when appropriate
Seeks opportunities to utilize and enhance automated tools & work flow solutions to create a scalable model to support Mortgage Operations
Communicates operational risk requirements and trains affected team members on relevant operational risk topics
Manages the process and procedure to provide a single point of contact for customers to make inquiries, report problems and receive thorough resolution for mortgage lending transactions and products. Acts as the customer advocate throughout MB Financial, ensuring the customer receives both action and resolution. Acts as the voice of the customer alerting product and operations to customer product and technical needs and ideas. Implements whenever possible, a work-around to customer non-standard requests to ensure customer satisfaction
Manages customer follow up and navigates through the organization to obtain the necessary service support on customer issues or requests
Utilizes technology to track customer inquiries and alerts or communicates with relationship owners in an effort to provide superior customer service in understanding the customer experience
Analyzes the results of the Operations compliance team’s testing & report results to stakeholders

238

Client Services Manager Resume Examples & Samples

Run a team of account managers that support sales related activities to support outside sellers, including presentation building, account maintenance, upsells/cross-sells, and communicate results
Communicate Client Services Department vision to the team, reinforce primary objectives and communicate roles and responsibilities and follow through
Reinforce team KPIs and success metrics and monitor on a regular basis, document and report back to Client Services & Digital Strategy Director
Continuously develop the skills and knowledge of the team and promote independent learning. Provide industry tools and resources for the team beyond Gannett based training
Reinforce the value of the team to sales managers, reps and larger organization
Spends significant time with AM's, Marketing Strategist and other internal stakeholders with the purpose of driving operational excellence and delivering client ROI and satisfaction
Manages staff to build their sales pipelines and communicates that information to senior management. Stays current on potential “closes/wins.”
In-depth knowledge of reps' accounts, prospects and each prospect's potential. Negotiates with senior management and staff to develop aggressive but realistic goals for staff. Develops cushion for individual rep goals to cover shortfalls
Leads by example and displays a "can do" attitude. Is creative, instructional and demonstrative. Creatively fosters a positive work environment
Drives initiatives for positive, constructive change. Looks for opportunities to encourage others to become an agent for change
3-5 years digital experience
Sales management, media management or marketing experience
Demonstrated ability to build client services team that exceeds customer expectations and adds value

239

Client Services Manager Resume Examples & Samples

Performs account administration functions to meet or exceed service level standards and in methods to achieve the highest customer satisfaction, efficiency and compliance levels. Functions may include account opening, account closing, transaction processing, fee processing, securities settlement, vendor interaction, client communication and direction, balancing of daily activity, reporting to manager(s) and client
Responds timely to management, client, client’s agents or partner’s inquiries as requested; proactively accepts responsibility for solutions and resolutions to problems
May assist in the training and development of clerical members of team and/or client training as is needed
May participate in internal preliminary evaluation of new business opportunities; may participate in meetings and discussions with business development and document review to evaluate and determine appropriateness of the business
May participate in on-site client evaluation and discovery process/conversion & initial set up process for service
Communicates and works effectively with all professional partners, clients, client agent’s and designees and co-workers
Masters all systems involved with Trust account administration to ensure the proper flow of maintaining and monitoring the business
AA or Associate Degree or equivalent work experience. A BS or BBA Degree or equivalent work experience preferred
A good working knowledge of Trust/Wealth Management operations preferred. Knowledge of FIS/SunGard “Charlotte” system a plus
A good working knowledge of the securities/brokerage/trust industry, particularly operational knowledge preferred
Understanding of industry, client and service daily deadlines for activities and the ability to work and consistently meet daily deadline(s)
A good working knowledge of all types of Fiduciary relationships
Strong interpersonal and effective communication skills. Prior Client Service or Relationship responsibility is a plus
Strong organizational skills and aptitude for detail, especially in dealing with numbers, math, accounting detail
Teamwork and leadership orientation
Ability to easily adapt to changing work environment—Must be flexible
CSOP or other trust or securities industry designations will be beneficial

240

Client Services Manager Resume Examples & Samples

Builds collaborative, client-focused relationships, internally and externally at all levels in client organization and internally
Maintains communications and working relationships with resource units and other critical organizations for input and resolution of business issues
Ensures that client communication and support processes are in place to promote client confidence in IBEX Global. Establishes points of contact and levels of authority within IBEX Global for working with the client
Leads complex matrix organization in support of client and acts as the client advocate, i.e. the voice of the client for all IBEX Global units
Manages client expectations in support of daily activities for the client program
Collaborates with top management to deliver strategic business results
Owns effective management and progression of client escalations to resolution
Partners with senior Client Services leaders and Sales to develop and manage Client Strategic Plans
Ensures that business opportunities align with overall business and account strategies
Works closely with sales and financial teams in new business capture efforts including defining solution alternatives and developing pricing models
Proactively works w/Sales and assist in effort to extend client relationship and provide additional functionality, products or services
2 years managerial experience. (contact center experience)
Technology experience
An understanding of operations for the work type
Strong track record of managing programs and building client relationships
Skilled in financial management (profit and loss, budgeting and forecasting)
International business and/or program management experience desired
Contract management experience
Market-driven and client-focused
Excellent ability to understand client business drivers and objectives
Proven ability to manage and lead large organizations
Able to travel as necessary with associated flexibility as required
Successful track record in peer collaboration
Demonstrated experience in managing conflict resolution
Ability to work minimal direction
Client facing and executive presentation skills
Excellent, interpersonal and communication skills, both written and oral. Ability to prepare and present vision both internally and externally to clients and potential clients
Demonstrated decisiveness and leadership
Sensitivity to and supportive of cultural and organizational diversity
MUST have proficiency with various software applications including Office Outlook, Microsoft Word, Power Point and Excel

241

Client Services Manager Resume Examples & Samples

May have budgetary responsibility
May have oversight of Workforce Management to include scheduling, and succession planning
At least 5-10 years of experience in a Client Service environment
Minimum of 5 years' experience in a technical or software development Lifecycle environment
At least 5-10 years of experience in Health and Welfare Administration
Experience working with public sector clients
Experience working with clients with 30k employees or more
PMP and or CEBS certification
Excellent collaboration, organizational, time management, customer service and problem-solving skills
Ability to work accurately and meet deadlines with frequent interruptions
Ability to maintain cooperative working relationships with all levels of management
Proficiency and in-depth knowledge of all pertinent ADP HR, Payroll and Benefits policies and procedures
Prior leadership training

242

Client Services Manager Resume Examples & Samples

Partners closely with the Account Managers in support of Client metrics and customer experience
Integrates a deep understanding of internal / external Client requirements and expectations and consequently manages to objectives through regular and proactive communication in order to provide the highest level of customer service in the industry
Partners to drive account evolution and renewal processes
Understand Clients’ business and identify program optimization solutions to grow success
Scrutinize reports for accuracy and integrity
Excellent time management skills and ability to manage a high volume of inbound Client requests and ongoing company objectives
Demonstrate the ability to provide insightful recommendations and strategy in order to assist Account Managers in meeting business and revenue goals
Work with the other Client Service Consultants to ensure consistency in all policies and procedures
Monitors, facilitates and assists in the successful renewal of Accounts to drive customer satisfaction within defined service standards
Cultivate internal cross functional relationships with members of other departments and locations in order to achieve company goals and objectives
Facilitate and manage break-fix requests and support Client projects
Clearly communicates Client goals and represent interests to internal teams
Develop, enhance and present Client-facing presentations and dashboards
Liaise with internal support functions and serve as the link to the Account Management team
Responsible for new Account onboarding in terms of ensuring that all required items are completed
Recommend 5-7 years combined P&C experience and operations management, roadside assistance experience preferred
4 year college degree required
Analytical and technical skills
Understands sales trend analysis, marketing data and financial analysis
Can multitask in a fast-paced environment
Experienced using Allstate technology and Microsoft Office products
Possesses familiarity with industry including competitors and trends
Prior back office experience
Experience with problem resolution and building Client solutions
Solid teamwork and ability to work with and through others
Project implementation experience

243

Client Services Manager Resume Examples & Samples

Minimum of 2 years of Financial Services Experience
Ability to understand and apply complex compliance concepts
Proven ability to understand and apply new concepts and products
Ability to work on multiple tasks simultaneously
NASD Series 6 and 63 required within 120 days of employment

244

Client Services Manager Resume Examples & Samples

Coordinates pricing and completes location coding parameters; prepares and distributes stewardship and other reports
Coordinates client invoicing, audits and accounts receivable follow-up for assigned clients
Excellent account rounding ability
Analytical and interpretive skills
Ability to handle conflict and confront challenging issues in a fast work environment

245

Client Services Manager Resume Examples & Samples

Manage opportunities autonomously, establishes clear timelines to meet client requirement, anticipates obstacles and provides solutions
Reviews RFP (Request for Proposal) /quote requests to ensure full understanding of client requirements
Manage all aspects of contract development & negotiation in conjunction with DCR legal representation; Negotiate pricing and contract language with clients
Responsible for preparation and execution of contract amendments for pricing changes and contractual language: Client (sponsor) agreements
Works with Operations, Finance, Account Executives and others to compile proposal response
Ensures timely delivery of assigned proposals to clients
Performs data entry into SFDC (salesforce.com), and other databases as appropriate (e.g. updates, proposal number requests and generating both regularly scheduled and impromptu reports) where applicable
Develop and implement structures and systems for tracking systems for lifecycles of CDAs, data control including metric information, management processes, and flow management
Input study set up into Clinical Trials Management System
Manage client-facing and senior management-facing activities surrounding assigned opportunities
Identifies and resolves issues around client inquiry requirements and DCR capabilities
Maintains appropriate knowledge of the technical and regulatory environments
Creates and implements new processes as standards to improve business as a result of process projects assigned
Maintain and expand, as needed, commercial metrics
Report commercial metrics to senior management
Support Business Development by hosting client meetings and becoming point of contact when Business Development unavailable
Partner with Operations teammates for revenue forecasting
Manage customer interfaces and key stakeholder negotiation
Ability to concisely communicate with business leaders and partners
A community first, company second culture based on Core Values that really matter
Minimum 4 years direct CRO/pharma or other research business-related experience preferred
Demonstrated computer skills – requires excellent MS Office experience (Excel, Word, Outlook) & SFDC
Ability to work to deadlines, strong analytical skills
Ability to communicate appropriately and effectively with clients and DCR senior management

246

Senior Client Services Manager Resume Examples & Samples

Ensure accurate and prompt processing of all financials related to telecommunications charges
Ensure Telecom invoice processing, including payment of Telecom invoices, validation of charges against customer requirements and reconciliation based on contractual rates and inventory
Ensure submission of Payables files to the customer
Research invoice issues, ensure action items, process adjustments and customer communications
Provide Monthly ROF and variance explanations, including current and out months for the current fiscal year as well as analysis and variance explanations for changes from the previous period
Ensure Month End Closing Processing is complete, including accrual and journal entry processing , uploads, budget and ROF variance explanations for each general ledger account
Prepare annual budgets (Spring and Fall), revising as new information becomes available
Analyze variances from previous budget submissions
Customize Remedy based on processing tailored to customer business needs and requirements including using Remedy data to create reports to ensure team efficiency and to meet needs
Provide issues and action item management for inquires, billing disputes and carrier related issues
Oversee circuit provisioning activities including installations, moves, adds, changes and disconnects
Act as a liaison for provisioning to customer and internal groups
Provide telecom contract management including contract inventory and renewals
Work with customer vendors as required to provide contract analysis and recommendation for renewals
Validate carrier proposals using current billing data by providing financial analysis
Review costs and services for the customer and evaluate for cost reductions or savings by working with the customer and internal personnel to identify and execute savings opportunities
Track savings and report to the customer annually
Fill in for Billing and Carrier Services Analysts when required
Review and schedule time for direct reports, ensuring there is proper coverage at all times
Ensure all time entered into nSAP is reviewed prior to approval
Observe team personnel and provide management with input, both successes and opportunities for improvement
Provide day-to-day guidance to direct reports on processes and procedures
Review and update billing and carrier services documentation
Improve team processes and documentation
Participate in projects, ensuring team assignments, reporting and remedy requirements are completed successfully
Ability to quickly respond and adapt to additional work requirements and changes in workflow
Ensure data integrity in Remedy

247

Client Services Manager Resume Examples & Samples

Work together with the sales management team to meet and/or exceed revenue expectations by maintaining a high awareness and understanding of revenue responsibilities as well as performance to goal
Demonstrate deep and broad understanding of the market to include customers, trends and competitors utilizing the information in strategy sessions and coaching with staff
Work collaboratively with each member of your team as well as other internal stakeholders with the purpose of driving operational excellence and delivering client ROI and satisfaction
Collaborate with local leadership to provide digital product insights & best practices/guidelines
Manage staff to build sales pipelines staying current on potential closes and wins
Maintain an in-depth knowledge of accounts, prospects and potential setting realistic goals for staff
Provide the appropriate mix of direction and strategy to staff based on a number of varying factors to ensure new ideas are developed and executed
Coach and develop staff through 1:1 conversations, team meetings, training and mentoring
Oversee sales support operations to include workflow and process with a focus on exceeding client expectations and maximizing client results

248

Client Services Manager Resume Examples & Samples

Review and maintain insight into Customer’s account under the Agreement
Act as a customer service advocate and primary point of contact for overall service under the Agreement
Foster a strategic relationship between Customer and Verizon
Facilitate service communication at the executive level with Customer and internally within Verizon
Manage service issue resolution within the internal Verizon organization, and drive issue resolution
Act as the liaison between Customer and Verizon, including with respect to critical escalations
Develop quality and service improvement initiatives
Review contract terms, including financial terms and obligations
Assist with contract compliance
Support customer enablement, which includes assisting Customer in use and adoption of Verizon online self-service tools to gain efficiencies
Matrix manage project teams and functional service team members, and request additional resources when needed
Maintain and review service related action registers and open action items as needed
Attend weekly a meeting as reasonably agreed to with the Verizon account team and Customer to review open action items and provide weekly status updates to Customer

249

Client Services Manager Resume Examples & Samples

Manages the operations of teams or representatives that respond to inquiries of a technical or complex nature relating to BKFS software products and/or services through case management
Develops and monitors the application of operating systems including policies and procedures, operating structure, information flow, and systems that provide answers to common questions and problems
Reports new or recurring problems to product management and/or product development departments
Monitors call queues, call volume, and other metrics
Analyzes results and trends
Ensures the volume of work produced meets product/service standards and exceeds quality standards
Ensures representatives are properly trained when new products are released or products are upgraded or patched
Contributes to the development of the product support function
Broad knowledge of BKFS products and related services; in-depth knowledge of products and services for which team(s) provide support
Knowledge of basic IT technologies (e.g., operating systems, network devices, software development and architecture)
Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
Is resourceful and proactive in gathering information and sharing ideas
Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client
Call Center 24x7 environment
Some flexibility of hours is required

250

Client Services Manager Resume Examples & Samples

Serve as the A2C liaison to our client’s management team. Coordinate and lead regular meetings with the client to ensure issue identification and proactive problem solving
Analyze client’s markets and develop plans which match the supply of healthcare services appropriately to meet client demands
Ensure optimal service levels to members of clients. Analyze performance data, modify processes, and ensure high levels of customer service
Assist in the resolution of service delivery changes
Respond to, document and ensure follow up to all service inquiries received from internal and external customers in a timely and thorough manner
Negotiate contract provisions and modifications ensuring effective, timely and cost-efficient contract administration
Maintain a thorough understanding of all existing contract provisions
Participate in the assessment and development of Process Improvement Plans, Work Flows, Project Plans, Implementations, as required
Develop, Distribute and Present reporting, i.e., dashboards, performance reports, proposals in a timely manner as required by client or contract
Support the integration of client market expansion assuring a well-coordinated delivery of service
Assist the sales/marketing team in presentations and business development efforts
Review protocols at minimum, annually, revise and reissue as needed
Recommend modifications to operations to process improve and contain costs
Ensure compliance with policies and procedures and ensure continuous quality improvement
Demonstrate that internal customers are as valuable as external customers; project appreciation and respect for all team members
Support and foster a culture of honesty and integrity that fully conforms to the company’s quality and compliance programs
Actively develop, train and promote the use of work teams for process improvement; share information with others to increase the use of best practices
Implement changes to integrate operational initiatives associated with organizational strategy
Minimum of three (3) years of experience managing client relationships with a demonstrated responsibility for maintaining an understanding of the operating methods needed to deliver success
A minimum of one (1) year of experience in transportation, Medicare/Medicaid insurance or is strongly preferred
Experience and/or working knowledge of health care industry
Familiar with a variety of transportation service concepts practices and procedures
Basic knowledge and demonstrated leadership skills
Applicant is expected to have knowledge of commonly used concepts, practices and policies within the business retention field
A wide degree of creativity and latitude is expected along with the ability to work independently
Advanced computer skills including proficiency with programs such as Excel and PowerPoint
Effective oral, written and interpersonal communication skills

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