Client Care Manager - AFPHX

Our Client, a leading information solutions company is currently seeking a highly motivated and experienced Client Care Manager. This position will be responsible for the following:

General
•Responsible for Retention and Expansion Support.
•Direct and coordinate activities concerned with the operation of client care within the company guidelines and policies.
•Ensure both the client Key Performance Indicators and Client’s expectations are met.
•Manage field customer support across all accounts in the Region office.
•Responsible for Client Satisfaction
•Ensure process compliance in the reorder/inventory management process.
•Lead implementation.

Customer Relationship
•Responsible for the overall customer relationship, internal and external. This includes liaison to customer support center where transaction support is handled.
•Accountable for the support Voice of Customer and Voice of Associate results.

Manages Accounts / Customer Support
•Recruit, hire, train, and retain Client Care Administrators for the Region.
•Manage efficiency by staffing client care to meet the fluctuations in customer demands and programs.
•Manage performance objectives for individual Client Care Administrators. Administer appraisal program for six month and annual review.
•Insure proper application of HR policies and procedures.

Process Compliance
•Coordinate information between Client internal departments to ensure that all client and company goals being attained.
•Act as Process Owner for Six Sigma projects.

Leads Implementation
•Work with the Director of Implementation to lead major account implementation activity.
•Coordinate minor implementations at a local level.
REQUIREMENTS
The qualified candidate will possess a Bachelor’s Degree (prefer business or management discipline) or equivalent experience. Demonstrated knowledge and understanding of Document and Workflow Solutions, Information Technology and Management, and e-Commerce Offerings is required. Previous experience managing direct reports in a customer service or order-processing environment and ability to communicate with associates and customers at different levels in the organization is also required.

Client offers a competitive compensation package in addition to a full and comprehensive benefits package.